We have noticed a higher volume of players reporting they get Error Code 9, this implies that your account is not able to participate in headstart. If you are a prepurchase customer that purchased from a 3rd party retailer please first check this list:
https://buy.guildwars2.com/en/retailers if your retailer is there, please contact their support as a priority they will be able to help rectify the issue.
If you pre-ordered from your normal retailer, please first check that they were participating in headstart as a pre-order bonus. If they were please contact their support and ask for a pre-order key (in Europe for example pre-order boxes were black and they contained a pre-order key). If you have a white box that only has the “Guild Wars 2 logo” then you will not be able to access the game servers until 9am CEST (on 12am PDT) the 28th August.
If you are still not able to get in game due to Error 9 and you have exhausted the above options, please contact our support team at:
http://en.support.guildwars2.com/
We’d like to thank you again for your continued patience and understanding at this time. ~AT
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