Unable to Manage Subscription

kell1744_ESO

*My problem was solved by CS in 14 days. The solution was for them to re-purchase the imperial edition for me. *

I purchased the Early Access Digital Imperial Edition.
My 30 days have passed and I was unable to setup a subscription
with my account. I still do not have the option available
to "Manage Subscription". I'm attaching a screen shot of my account
showing that I don't have the "Manage Subscription" option available.
I also used to have an "Error 500" when trying to open up the "Billing History"
of my account. That got fixed a few days ago.

Are there other people who are having this problem who purchased
the Early Access Digital Imperial Edition that don't have any ability
to "Manage Subscription"? Has CS been able to fix your problem?

kell1744_ESO

Screen shot of my account showing I do not have the "Manage Subscription" option.

felixgamingx1

Hey now that I come to think of it have you tried wiping your browsers history entirely like cookies and pages? because maybe the browser Is loading up a old page. It's possible because I mess with webdesign and sometimes that would happen while creating a site. Sometimes just refresh won't do.

kell1744_ESO

Great suggestion @felixgamingx1 I will go and give this a try.

GossiTheDog

Contact support. That's an account issue for sure, as there should be a whole section on right hand side of page about your account which is missing.

kell1744_ESO

Thanks @felixgamin. I did try what you suggested. I was holding my breath and really hoped it would have fixed my problem. @GossiTheDog I have an open ticket since 4/24/14. But all CS said was they were going to have to pass my problem onto a higher level of support. Yes you are right my right hand side used to say a lot more like "Beta Access" and "Early Access". When these went away was the time my problem started and when I could no longer join in the game. I also got a message saying my "Account Expired" but I still had 4 days left on my 30 day play period. So my account should not have expired. I'll have to continue to wait patiently till my account gets fixed. But I am curious if anyone else is stuck in Coldharbour like me and becoming a Soul Shriven and unable to sign up for a subscription for a game they purchased. ( edited a typo of when I started this ticket.)

kell1744_ESO

CS has continued to frustrate me! Here is what it has been like for the past TEN DAYS.

4/24 - put in CS request when I was unable to "Manage Subscription". I received an email that my "Account Expired" even though I still had 4 days left to play on my initial 30 days.

4/25 - (CS Anca) I got a call 21 hrs later. They could not help and said it would be moved to the next level and asked I contact my bank to verify why my charge got blocked. They then emailed me asking for a screen shot of my account. My bank verified the charge was never even received by them for my subscription. CS never received my screen shot of my account that they asked for. She asked if I could connect to the game since I received the "account expired" email. I told her I could not.

4/26 - (CS Troy) - With another 24 hrs and no word back I contacted CS again. This Troy did attempt to "Redeem code for me" I told him it did not work. He said he would "forward your incident to the specialized team who can help you further."

4/28 ( CS Lonny) - "We are working very hard to resolve issues like yours for other players, and we will get this worked out at our earliest availability." Not much else other than saying my issue was being sent to a higher level of support.

5/2 (CS Manuel) - "Please forgive for the delay in answering you, however we can confirm your issue has been escalated and is being looked into" Not much else.

5/3 (CS Brendan ) -AT LAST LEVEL 2 SUPPORT! Brendan said in order to help me I need to answer one of 4 security questions. He said "Once you respond I will then be able to help solve the issue." I answered one of the 4 security questions and held my breath.

5/4 (CS Sean) - I continued to hold my breath and used about 60 soul shards to resurrect myself. Sean thanks me for answering the security question. Then he asks me "I've reviewed your account, and the code for your Imperial Edition version of the game should already be redeemed. I'm aware it's been deceptive in the past regarding letting you in, but can you double-check to see if you can access the game?"

REALLY? I don't think this was their level 2 support person at all. So I'm still must be stuck on this initial level of support.

I write back and tell them I can't get into the game and that my account expired and I am not able to "Manage Subscription". I send them a link to the screen shot of my account that I posted above in this forum. So I'm back to waiting.

When I first started this issue 10 days ago. I was willing to sign up for the 180 days. At this point once my problem is fixed I'll probably just play month to month.

kell1744_ESO

I'm attaching another screen shot for CS level 2 support. They have applied game time to my account. But I still can't enter the game even though under billing it shows I purchased the game. I still can't see the "Manage Subscription" option. I got this screen shot after I clicked on a link in an email to "Manage Subscription". So this seems to show some place the database is still listing me as a person who did not purchase the game.

Mishoniko

By what method did you purchase the game?

Folks who pre-ordered physical copies or pre-ordered online from non-Zenimax-partnered retailers got 3 keys:

1. The base game key
2. The Imperial Edition exclusives key
3. The Explorers Pack pre-order bonus key

If you bought a copy post-release then you only get #1 and #2.

It sounds like from the CS contact that you only have #2 input. If you haven't input #1, you need to do that now. If you never got #1, you need to contact the retailer you purchased the game from and complain that you got an incomplete copy and need a replacement or refund.

If you bought direct from Zenimax then the keys were applied to your account automatically.

Hope this helps & good luck getting your issue resolved!

ZOS_JasonI

Hey there, @kell1744_ESO. Sending you a PM!

kell1744_ESO

@Mishoniko Hi thanks for the input. I purchased an early access digital imperial edition direct from Zenimax. I was able to play the game just fine for 25 days before my account got messed up. Today my issue got elevated to level 2 support. It took 11 days. But I'm getting now some good support and assistance to my problem. I posted the above screen shots here because CS previously never received some of my emails with the screen shot attachments of my account. I have high hopes I'll be back in the game soon in a few more days once the problem with my account is located.

kell1744_ESO

CS SOLVED my problem today!

My account was fixed by CS re-purchasing for me the digital Imperial Edition. They gave me 34 days of free play time to make up for this 14 day problem with my account. I was able today to "Manage Subscription" and I signed up for a subscription plan. I'm back in the game!

Mishoniko

Yay!