Asthena.3490 Posted December 17, 2017 Share Posted December 17, 2017 Hello Anet, my son's friend is wanting to play here at my house but he can't get the ip address to allow here. He has changed his phone number seance his initial purchase. Can you add this ip address to the allowed for him please. His account name is Vesaley.7685 Thanks in advanced. Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted December 17, 2017 Share Posted December 17, 2017 Your son's friend would have to contact support to get his authentication issue fixed. You can't do it for him. Link to comment Share on other sites More sharing options...
Asthena.3490 Posted December 17, 2017 Author Share Posted December 17, 2017 He can t login here todo it. Sms authication don't allow the ip from here. Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted December 17, 2017 Share Posted December 17, 2017 He can make a support ticket without logging in. He just needs to click on the Support link at the top of the page. Then he can choose "submit a ticket", and instead of signing in, he can choose to submit it anonymously. He'll just need to make sure he provides as much of his account info as he can. Link to comment Share on other sites More sharing options...
TechAssist.4635 Posted December 17, 2017 Share Posted December 17, 2017 Sound more like a porting or firewall issues. Please be aware that arenanet would add your ip they would probably tell you to open your ports and or firewall. When he login try looking for a error code on the lower right of the launchers. That may help direct you on what to do next. https://help.guildwars2.com/hc/en-us/articles/201863018-Common-Error-Codes Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted December 18, 2017 Share Posted December 18, 2017 > @"TechAssist.4635" said: > Sound more like a porting or firewall issues. Please be aware that arenanet would add your ip they would probably tell you to open your ports and or firewall. > > When he login try looking for a error code on the lower right of the launchers. That may help direct you on what to do next. > https://help.guildwars2.com/hc/en-us/articles/201863018-Common-Error-Codes It sounds like the friend is trying to access the game from an IP address that isn't remembered. This produces an 'error', just as it should. The friend _must_ contact the CS Team to add/change the phone number associated with his/her 2F Authentication. Link to comment Share on other sites More sharing options...
TechAssist.4635 Posted December 18, 2017 Share Posted December 18, 2017 > @"Inculpatus cedo.9234" said: > > @"TechAssist.4635" said: > > Sound more like a porting or firewall issues. Please be aware that arenanet would add your ip they would probably tell you to open your ports and or firewall. > > > > When he login try looking for a error code on the lower right of the launchers. That may help direct you on what to do next. > > https://help.guildwars2.com/hc/en-us/articles/201863018-Common-Error-Codes > > It sounds like the friend is trying to access the game from an IP address that isn't remembered. This produces an 'error', just as it should. The friend _must_ contact the CS Team to add/change the phone number associated with his/her 2F Authentication. Ahh yes, if the player is using Email Authentication they'll need to re-verify from their ip from their email. Which mean they may hav received a email the moment they logged in from the new location to access and remember the location. Link to comment Share on other sites More sharing options...
TechAssist.4635 Posted December 18, 2017 Share Posted December 18, 2017 If SMS verification or TOTP verification they'll need the phone or device in question or Support to remove the authentication Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted December 18, 2017 Share Posted December 18, 2017 Indeed, which is why they were directed to the CS Team. Link to comment Share on other sites More sharing options...
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