ESO PLUS inactive when subscribed **POSSIBLE SOLUTION**

IXIVoodooIXI

Hi i am experiencing the ESO plus issue where even though you have an active subscription it goes inactive. I have had 6 months or no issue subscription then all of a sudden it stops working and no one understands why. I'm at my whits end and to loose all the perks i've had from day one through no fault of my own makes me not want to play the game.

GT IXI Voodoo IXI

Can anyone in the support team help?

---

I have submitted a ticket with ESO/Zenimax and had the normal generic reply>>

Subject
Customer Service Ticket

Response By (Chet) (07/01/2016 10:57 AM)
Greetings,
Thank you for contacting The Elder Scrolls Online Team!
We're sorry to hear that your ESO Plus has gone missing. There are a couple of reasons that this happens, and we recommend the following steps to resolve the problem:
Restart your Xbox One:
From the home screen, use the left thumbstick to go to the “Friends” list (move the left thumbstick left). The scroll down to the “settings” menu (the gear shaped icon) and select “Restart”.
If you have been charged for ESO Plus and still do not have access to services, please contact Xbox Support to cancel or refund your current subscription and start a new subscription.
Thank you for your continued patience and we apologize for the inconvenience.
Best Regards,
The Elder Scrolls Online Team

Customer By () (07/01/2016 10:34 AM)
I have been an eso plus member from the start of me playing this game and everything has worked fine, this month i have automati
We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!
Question Reference # 160701-001615
Date Created: 07/01/2016 10:34 AM
Date Last Updated: 07/01/2016 10:57 AM
Status: Waiting on Customer

My reply to there service ticket to tell them it's not resolved

to ESO
I tried all the steps you have suggested but non of it worked, I got in contact with Microsoft who had information that to resolve the issue was for them to cancel my ESO subscription and then for me to renew it. Microsoft successfully cancelled the subscription but when I try and renew it via the crown store there was an error and I was unable to re-subscribe, please can we resolve this issue asap as I am unable to access any of the dlc which is where I spend most of my game time.

Regards
D***l H***

---

Still no response so i emailed them again................still awaiting a response.........


to ESO
Do we have an update on this issue as a loyal ESO plus member I was hoping for faster response to the issue. I am currently unable to play any of the dlc please help.

---

Chat log with xbox live support

MicrosoftClose chat
Close Media Area
Close Media Area
Print chatEmail this chatMute Sound
info: at 15:46:33
The current average wait time is 0 minutes.
info: at 15:47:46
Privacy Statement
You are now chatting with 'Yush'.
Yush: at 15:47:54
Thank you for contacting Xbox Customer Support. My name is Yush. How may I help you today?

Yush: at 15:49:59
Hello, I hope we are still connected.

D P: at 15:49:38
i am having an issue when trying to renew my eso plus membership, yesterday it stopped working totally and i contacted xbox customer support and elder scrolls customer support. Xbox customer support canceled my subscription fully and i was to renew it and then all should work fine but i am encountering an error when trying to renew it.

D P: at 15:50:22
i detailed the error message in my previous chat screen

D P: at 15:50:48
i have tried again today to renew mu eso plus membership but it is still the same

Yush: at 15:51:20
Thank you for the information, do not worry I will do my best to help yo today.

Yush: at 15:51:29
May you please provide me the Microsoft email address that is associated with your Xbox account?

D P: at 15:51:50
this is a major inconvenience and pretty much renders the only game i play on xbox live useless as i have no access to any in game dlc

D P: at 15:52:37
d@***l.com

Yush: at 15:53:11
I totally understand how you feel on this matter, we do apologize for the inconvenience.

Yush: at 15:53:20
Thank you for the information

Yush: at 15:53:52
I've sent a code to the email address linked to your gamertag. Please tell me the code once you have it.

D P: at 15:53:54
999999

Yush: at 15:54:33
Got it...code is working!

Yush: at 15:55:03
May I ask if you have purchased the ESO plus is there error?

D P: at 15:55:53
i have been a subscriber since december with no issues then yesterday it stopped working for no reason

D P: at 15:56:31
while i was on microsoft chat after we cancelled it i got billed randomly for no reason

D P: at 15:57:06
the xbox chat helper refunded me that charge but when i try to subscribe i encounter the error and cant resubscribe

Yush: at 15:58:05
Yes, we have a ongoing issue for the ESO plus, where in our customer is having issue for the subscription on the account, I have checked here on the account that there is a refund for the ESO plus, last July 01 2016

Yush: at 15:58:39
May I ask for the error code that you get when you purchase the ESO plus?

D P: at 15:58:40
yes this is correct, i got billed for no reason but when i now try to subscribe i get the error

D P: at 15:59:04
of course i will get it now, it does change, is that normal?

D P: at 15:59:56
N9ENt/nsyE+Rbpla.23.7

Yush: at 16:00:21
Usually the error will not be change, may I ask if you have try to refresh the account and the console?

D P: at 16:00:23
yesterday the error code was different

D P: at 16:00:47
and by refresh do you mean delete the account and power down the console?

Yush: at 16:01:20
Thank you for the information, yes correct

D P: at 16:02:08
we did that yesterday but that was before i had the purchase eso plus issue, we tried that to get the existing subscription to work

Yush: at 16:03:42
Thank you for the information, do you mind staying on hold for 2-3 minutes while I check my resources?

D P: at 16:03:37
no problem

Yush: at 16:05:40
Can we try to do the same thing so that we can try to purchase ESO plus?

Yush: at 16:06:38
Please log out of the game entirely and wait for a few minutes before logging back then please try to purchase ESO plus again.

D P: at 16:06:16
ok

Yush: at 16:07:05
Thank you so much.

D P: at 16:07:06
i will quit the game entirely

Yush: at 16:08:27
Thank you for updating me

D P: at 16:08:35
start the game now?

Yush: at 16:09:19
Please after 2-3 minutes start the game and try to purchase game again.

Yush: at 16:11:15
Let me know once you have start the game again

D P: at 16:12:35
no trying to purchase

Yush: at 16:13:28
Still error, purchasing ESO plus?

D P: at 16:14:39
in game>> crown store>> eso plus purchase>> it then opens store app>> press subscribe>> shows eso plus and my pay pal details >> 2 seconds later error message comes up even without pressing purchase

D P: at 16:15:25
its says try that again, something happened our end. waiting a bit might help.

D P: at 16:15:27


Yush: at 16:16:32
I see, thank you for the details, can we try to remove your provide on your console and let us restart console?

D P: at 16:16:35
profile?

Yush: at 16:17:10
Go to settings >> all settings >> account >> sign in security& passkey>> remove me from this Xbox

D P: at 16:17:29
yes i can do that you said remove your provide lol

Yush: at 16:18:17
I am sorry for that one

Yush: at 16:18:56
Let me know once done

D P: at 16:18:56
i have removed my account

Yush: at 16:19:42
Go to settings >> all settings >> network >> network settings >> advanced settings >>clear mac address.

D P: at 16:20:27
when i go to advance settings i have ip settings, dns settings abd alternate mac address

D P: at 16:20:49
clear alternate mac address?

Yush: at 16:21:21
Yes, please

D P: at 16:21:18
i have been prompted the restart console so i have

Yush: at 16:22:26
Yes the console will automatically restarted, may I ask if you have contacted the support for the ESO plus?

D P: at 16:23:32
yes i did and they put me onto xbox customer support they said if xbox customer support remove the subscription then all you have to do is resub to resolve the issue

D P: at 16:23:50
ok console is on the dashboard now

Yush: at 16:24:31
Please sign in the profile again

D P: at 16:24:41
ok will do

Yush: at 16:25:58
Thank you

D P: at 16:26:17
ok signed back in

D P: at 16:26:26
launch the game?

Yush: at 16:26:58
Yes, please

D P: at 16:26:42
ok

D P: at 16:28:29
it takes a while lol

Yush: at 16:29:31
Nothing to worry about, by the way may I ask for your name, please?

D P: at 16:29:33
D H

D P: at 16:29:45
name on the account may be D

Yush: at 16:30:40
I'm pleased to chat with you today D. :-)

D P: at 16:30:40
you too

D P: at 16:31:12
i have just tried to resub and i have the same issue with a different error code

D P: at 16:31:46
R2ZduUYZykWmzJxc.17.7

Yush: at 16:32:27
Thank you for checking it for me Danny,please give me 2-3 more minutes to check my resources here, is that okay?

D P: at 16:32:15
yes no problem

Yush: at 16:36:32
Thank you for staying online Danny, I have checked my resources here, we do apologies that you are getting error purchasing ESO plus on the account, we can have contact the developer for the
error code when you try to purchase the subscription

Yush: at 16:37:33
What I am going to do is to forward your account on our support who can check the account why it is not getting the subscription, it will take 24-72 hours would that be okay?

D P: at 16:38:44
it is what it is and i totally understand you can work miracles but as i said before its the only game i play and i am at end game and spend all of my time in the dlc

D P: at 16:39:41
can they supply crowns so the dlc can be purchased, i know i will have lost all the perks but at least i could use the dlc then

Yush: at 16:41:45
I totally understand D however we are also going to work with the developer as the ESO plus is not working on the account

D P: at 16:41:26
if they were able to supply crowns as compensation then it wouldn't anywhere near as frustrating but basically i have lost half of the game and it the half i spend all of my time

Yush: at 16:43:01
We can try to ask the developer as they have all the access to the game DLC's, if they can send some or apply for your account since the error is the one that is getting when you purchase membership

D P: at 16:43:32
yes please i would appreciate that and it would take the sting out of it

D P: at 16:43:48
still very frustrating though

D P: at 16:44:49
i would need 9500 crowns to buy all the dlc

Yush: at 16:45:51
I totally understand you D, if I am on your situation I will feel the same way too, please do also communicate with the developer for the compensation you want to apply on the account

Yush: at 16:46:03
Please see this link where you can post the message

Yush: at 16:46:41
https://help.elderscrollsonline.com/app/answers/list/page/1/st/5/Platform/1/search/1

D P: at 16:47:06
ok i will look at the link shortly, i have to go out now. please do all you can to resolve this issue i am relying on you

D P: at 16:47:42
thanks for you help on this issue please forward as necessary

Yush: at 16:48:15
Yes, I am going to monitor this personally Danny, and will update you on this email address

D P: at 16:48:10
i will appreciate that very much

Yush: at 16:48:42
You are most welcome, you deserve all the help D.

Yush: at 16:48:48
It's been a great experience to chat with someone like you who's kind and patient enough throughout the chat session, Would there be anything else that I can help?

D P: at 16:48:50
that is all Yush thank you for your assistance

Yush: at 16:49:40
Bye for now D, stay awesome!

D P: at 16:49:31
you too

Yush: at 16:50:39
If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window. Have a wonderful rest of your day!
info: at 16:50:48
Chat session has been ended by the agent.

as the say that's all folks.

Nomad79

I had this same issue yesterday and got it successfully resolved. Before I resubscribed I looked at my subscriptions in Xbone settings to make sure the old subscription was cancelled. My customer service rep had to physically cancel my old membership on his end to get it off my Xbox. After that I rebooted the console to make sure and then resubscribed to ESO Plus. It seems to be working so far.

IXIVoodooIXI

I'm pleased for you man, mine also has been successfully cancelled by microsoft but when i go to renew i get an error message so i can re-sub

sadownik

I see so many of those threads and i keep wondering - are people really that rich to throw even small amount of cash into that chaos that is now ESO servers?

IXIVoodooIXI

As you have read my original post my sub stopped working even when i had and active subscription, i had xbox support cancel my subscription, i then encountered another issue and that was an error when trying to resubscribe. It would come up "we have an error our end, please try again later" but i was unable to subscribe no matter what i do.

I ended up playing the Xbox support >><< ESO support ping pong and getting nowhere.

I then had another chat with Xbox support and after about an hour and resetting the console etc we decided that it was an issue with the latest level dashboard as i am on the preview program.

I signed in on my other xbox running a older level dash, logged into the game and purchased ESO plus without a single hitch.

It has taken collectively about 6-7 hours to come up with this so i thought if i can help other then its worth sharing the info.

Also any ESO mods out there please escalate this to you support team as this was never mentioned by any of them and they probably are not aware of this issue with the dashboard preview program. It could save them and others

alexkdd99

Nomad79 wrote: »

I had this same issue yesterday and got it successfully resolved. Before I resubscribed I looked at my subscriptions in Xbone settings to make sure the old subscription was cancelled. My customer service rep had to physically cancel my old membership on his end to get it off my Xbox. After that I rebooted the console to make sure and then resubscribed to ESO Plus. It seems to be working so far.

I checked same thing but the guy who helped me would not take it off. He said only zos can do it. This is all rather frustrating

Etchos

Same issue here. Xbox support were great and cancelled/refunded my sub. However I have been asked to wait a minimum of 24 hours before trying to resub.

What really annoys me is the toon I'm working on levelling was in anvil. So anytime I try to load him the anvil load screen comes up then it switches to grahtwood........ Then crash to dashboard. I have a dead toon till this is resolved which I explained in my support ticket. Not acknowledged because it's xbox's programme.

The transcript above is very similar to mine. The person read everything I said, did their absolute best to help. Explained pretty well why I shouldn't re sub for 24 hours even in the face of my frustration. Really good support for what to my mind is a ZOS issue not an Xbox one. Disappointing we can't get anything more than a generic turn your Xbox off an on from game support.

My 24 hours is up in 3 more so I will let you know how I get on with my resub

IXIVoodooIXI

Etchos wrote: »

Same issue here. Xbox support were great and cancelled/refunded my sub. However I have been asked to wait a minimum of 24 hours before trying to resub.

What really annoys me is the toon I'm working on levelling was in anvil. So anytime I try to load him the anvil load screen comes up then it switches to grahtwood........ Then crash to dashboard. I have a dead toon till this is resolved which I explained in my support ticket. Not acknowledged because it's xbox's programme.

The transcript above is very similar to mine. The person read everything I said, did their absolute best to help. Explained pretty well why I shouldn't re sub for 24 hours even in the face of my frustration. Really good support for what to my mind is a ZOS issue not an Xbox one. Disappointing we can't get anything more than a generic turn your Xbox off an on from game support.

My 24 hours is up in 3 more so I will let you know how I get on with my resub

If you still having character crashes ZOS can move your character to a different zone to help

AJ_1988

To avoid the issues in the future when a new sub works for you disable auto renew in your Microsoft account then manually sub again when it expires.

AJ_1988

Etchos wrote: »

Same issue here. Xbox support were great and cancelled/refunded my sub. However I have been asked to wait a minimum of 24 hours before trying to resub.

What really annoys me is the toon I'm working on levelling was in anvil. So anytime I try to load him the anvil load screen comes up then it switches to grahtwood........ Then crash to dashboard. I have a dead toon till this is resolved which I explained in my support ticket. Not acknowledged because it's xbox's programme.

The transcript above is very similar to mine. The person read everything I said, did their absolute best to help. Explained pretty well why I shouldn't re sub for 24 hours even in the face of my frustration. Really good support for what to my mind is a ZOS issue not an Xbox one. Disappointing we can't get anything more than a generic turn your Xbox off an on from game support.

My 24 hours is up in 3 more so I will let you know how I get on with my resub

I re subbed a couple hours after getting mine canceled and worked fine.

Cimadon

AJ_1988 wrote: »

Etchos wrote: »

Same issue here. Xbox support were great and cancelled/refunded my sub. However I have been asked to wait a minimum of 24 hours before trying to resub.

What really annoys me is the toon I'm working on levelling was in anvil. So anytime I try to load him the anvil load screen comes up then it switches to grahtwood........ Then crash to dashboard. I have a dead toon till this is resolved which I explained in my support ticket. Not acknowledged because it's xbox's programme.

The transcript above is very similar to mine. The person read everything I said, did their absolute best to help. Explained pretty well why I shouldn't re sub for 24 hours even in the face of my frustration. Really good support for what to my mind is a ZOS issue not an Xbox one. Disappointing we can't get anything more than a generic turn your Xbox off an on from game support.

My 24 hours is up in 3 more so I will let you know how I get on with my resub

I re subbed a couple hours after getting mine canceled and worked fine.

Me too. I needed to restart the console, but now I have eso+ again.

Etchos

Update. Re-subbed and it's working. But no sign of my crowns yet

Cimadon

Etchos wrote: »

Update. Re-subbed and it's working. But no sign of my crowns yet

In the exact same boat. Resubbed fine, but no crowns.

sadownik

Try again, but now buy 2 accounts just to make sure. never enough money to reward developers incompetence, right?

Caff32

I have the same sub issue. If I have to cancel my subscription, I'm not resubbing. I should not have to spend half my day fixing an issue caused by this game. All other times this issue has arisen, I have not had to to jump through this many hoops. It's unacceptable that I have had to go through this once but now twice. Please fix this issue before I cancel my subscription. I know I am not alone with these feelings.

Smitch_59

Caff32 wrote: »

I have the same sub issue. If I have to cancel my subscription, I'm not resubbing. I should not have to spend half my day fixing an issue caused by this game. All other times this issue has arisen, I have not had to to jump through this many hoops. It's unacceptable that I have had to go through this once but now twice. Please fix this issue before I cancel my subscription. I know I am not alone with these feelings.

I only subbed for the month of June. I really liked the crafting bag. But when my sub renewed yesterday I wasn't getting the Plus perks in game. Spent 45 minutes troubleshooting with Xbox Support, and they finally cancelled my subscription. I will NOT be re-subscribing. It's simply not worth the aggravation.

ZOS, you just lost an ESO Plus subscriber.

Etchos

just coming in back in here to round off my input with a happy conclusion. ZOS responded to my ticket and credited my crowns and also added an additional 500 crowns for the inconvenience.

Many thanks.

Hopefully things go better next month

BlackguardBob

Been here. Done that. My sub is due tomorrow and I almost dread it. I say "almost" because atm I cannot even log into ESO but that is a different thread. Just venting, sorry.

NewBlacksmurf

Etchos wrote: »

just coming in back in here to round off my input with a happy conclusion. ZOS responded to my ticket and credited my crowns and also added an additional 500 crowns for the inconvenience.

Many thanks.

Hopefully things go better next month

Your experience has been mine since release every time I try to sub.

ZOS needs to remove the ESO plus and actually ask Xbox to create a real sku that's in the actual Xbox store, Xbox.com and the smartglass App Store.

That's step 1. Until then, I've stopped playing entirely

IXIVoodooIXI

It is getting ridiculous to be honest, i absolutely love the game but ZOS is making it extremely difficult for me to continue playing at them moment, literally while i am writing this reply the game has crashed on me while trying to log on, i get 4 load screens from one side of Wayrest to the other. You fight invisible enemies in dungeons and lag / frame rate issues plague the game. I have done everything to combat this such uninstalling and reinstalling the game etc. to no avail, i know it's a memory issue and they are trying to fix it but DB update shouldn't have been launched to the detriment of all the other content.