GW2 Mass Rollback Required to Fix Soulbound Bug
The soulbound bug will require a rollback to fix that will take several hours.
This is an update to the situation where soulbound items have been incorrectly soulbound to the wrong characters. After further investigation we’ve determined that there is damage to almost all character records that were played this morning, not just to those who transferred soulbound items to or from a bank. To repair the damage, we will have to roll back the state of the game and characters to prior to this morning’s release.
No one wants to lose a play session’s progress. We apologize for this. I’m sure you’ll also have questions about exactly what a rollback means to you. The general answer is that everything about the game state, including things like trading post transactions, will be restored to how it was prior to this morning’s release. The only unusual case will be that if you purchased the game or purchased gems this morning, you’ll still get your purchase.
The process of rolling back and then validating everything to bring the game back up will take hours. We’ll keep you updated. There will be a period of time when these forums will be unavailable, but we’ll post updates through other channels.
As we previously posted, today’s release unfortunately contained a bug that damaged character records, and in response we’ve taken down the game servers and are in the process of rolling back the state of the game to where it was before the release.
We shut down the game servers at approximately 11:30 am PDT (18:30 GMT), and we’re rolling back the game state to 9:10 am PDT (16:10 GMT), so there’s a 2h 20m window where all changes to the game are being rolled back. Here are the details for what will happen to various changes made during that window.
If you created a new account during that time period, you’ll have to create it again. If you changed an account, for example changing your password or applying two-factor authentication, you’ll have to redo that change. If the customer support team changed your account for you, for example restoring it to you, they’ll redo that change over the next 24 hours.
If you purchased the game on an existing account, we’ll restore your purchase. If you purchased the game on a newly created account, you’ll need to recreate your account. We’ll contact you so we can restore your purchase after you have recreated your account.
If you purchased gems, we’ll restore the gems. If you purchased an item using gems, that purchase will be rolled back, and you’ll have your gems back. You can purchase again. If you purchased a sale item that’s no longer on sale, you can purchase again, then contact customer support for a refund of the difference between the current price and the sale price.
All in-game transactions are being rolled back, including transactions through the currency exchange, trading post, guild bank, and in-game mail. The trading post will come back online after the rest of the game does, and with buy and sell offers back where they were prior to this morning’s release.
Character progress made during the affected time period is being rolled back. If you had an extreme situation, for example you got a precursor from the mystic forge and then had that rolled back, contact our customer support team and we’ll try to help you.
Thank you for bearing with us through this process. We’ll be back online soon.