Login issues are a pain! We know what it’s like to be blocked before you can even get started in a game you love; it sucks, but we’re here to help! Below are several steps which can help if you get stuck at the login screen.
If you’re encountering an error message after you're logged in, we recommend visiting this page first to learn more about the different error codes and what you can do to get around them.
Common Issues & Solutions
I Forgot My Account Name.
Your Account Name is the email address you used to register your Guild Wars or ArenaNet account.
The easiest way to find your email is to check your inbox for any official messages from ArenaNet or Guild Wars. This includes any newsletters or automated messages such as password-reset emails—anything that suggests the email is where you registered your Guild Wars account.
If you still can’t find or remember which address you used, please send an email to support@arena.net for further assistance. Please note that you will be required to verify ownership of the account before we return any information, so try to include the following information in the body of your ticket:
- Any Guild Wars Serial Code(s) used on the account
- The Email Address you think you used on the account
- The Mailing Address entered when registering the account
- Any Character Names on the account
I Forgot My Password.
You can reset your password by following the steps below:
- Click here to open the password-reset page.
- In the Email field, enter the email address you use to log in to your Guild Wars account.
- Click Reset Password.
- Check your email; you should find a message from ArenaNet with the subject, “Guild Wars Password Reset.”
- Follow the instructions in the password reset email to choose a new password.
Be sure to set your account password to a strong, unique password that you've never used anywhere else (including your email account)!
I remember my login details, but they aren't working.
If you think you know your credentials but receive an error when logging in, try each of the following tricks:
- Make sure to disable CAPS LOCK when entering your password.
- Make sure there are no extra spaces at the beginning or end of your Account Name or password.
- Try typing your password into a notepad document, then copying and pasting it into the password field.
- Make sure you're using your email address in the 'Account Name' field, not the Display Name of your ArenaNet Account (ex. Gamer.1234).
- Make sure you’re using your full email address in the 'Account Name' field—not just the part before the "@" symbol.
- Un-check the "Remember Account Name and Security Answer" fields, close and relaunch the client, and then re-enter your information.
If these steps don't work, try resetting your password. Make sure to write it down or save it somewhere safe!
What do I do if I'm not receiving the password-reset email I requested?
If you aren’t receiving password-reset emails, try working through these troubleshooting steps:
- Check your Spam, Junk, and Deleted Messages folders to make sure the message wasn’t redirected to one of those folders.
- If you’re using Gmail, check every tab (such as Social, Promotions, or Updates); the message may not show up in the main Inbox tab.
- Don’t flag our emails as “spam;” doing so will prevent other official emails from reaching your inbox.
- Set up a filter, add us to your contacts list, and/or add us to your email “Safe Sender” list to prevent our messages from being diverted or blocked. Authentication and password-reset emails come from noreply@guildwars2.com.
- Check any existing filters or rules to make sure emails from noreply@guildwars2.com are not being diverted, blocked, or deleted.
- Check your email account directly through the email provider’s web page, and not through a mail reader (such as Outlook) or a mobile device (such as a smart phone or tablet).
If you still don't receive an email after a few minutes, please send an email to support@arena.net for further assistance.
I Receive an error when trying to login.
If you're receiving an error code when trying to login, it's possible that something is disrupting your ability to connect to the server. You can read up on some of the most common error codes—including their causes and helpful solutions—here: Guild Wars Error Codes
If nothing else works: Contact Support!
If you've run through all the troubleshooting steps above and still can't log in, please send an email to support@arena.net for further assistance.. Be sure to include the as many of the following details as possible so we can help you as quickly and efficiently as possible:
- Account Name (your email address)
- First and Last Name
- The Mailing Address entered when registering the account
- The Date of Birth listed on your account
- Any Guild Wars Serial Code(s) used on the account
- A detailed description of your issue, including any error messages that you receive.