What is the SLA on support tickets?

[WhoDeyNation.9517]

A bunch of us due to the virus have started playing GW again. However, one of my friends is unable to login. He bought the game years ago. His account has 2FA using Auth App. He is a little upset since he even has the 2FA recovery code that he was asked to print out years ago. The Recovery code is meant to be used when you lose access to the 2FA OTP.

 

He submitted a support case on Thursday and still hasn't heard back asking to remove the 2FA so he can get back and re-setup 2FA.

 

He also tried creating a temporary account to come and post in the forums, but you must buy the expanse pack to even post.

 

Can someone find out why it's been 4 days to get someone back into their account who is planning to buy the expansions as well?

[Healix.5819]

> @"WhoDeyNation.9517" said:

> He is a little upset since he even has the 2FA recovery code that he was asked to print out years ago. The Recovery code is meant to be used when you lose access to the 2FA OTP.

 

If you mean the code that ArenaNet gives you when setting up the authenticator (it's shown as either a QR code or as text), that's the "password" used by the authenticator. If you have that, you can re-create the authenticator whenever you want to.

[Inculpatus cedo.9234]

Keep in mind that due to high volume and the present issue world-wide, tickets may take longer than the usual 'within 72 hours'.

 

Good luck.

[TheQuickFox.3826]

Unless you signed a service level agreement contract with ArenaNet, there is no SLA.