So does support just clock out at 5pm EST?

l0wolfeyez0l · January 20

Decided to redownload ESO after the exciting global reveal and there's issues logging into the game client. Shocker right?

Anyway, I waited for over 4 hours (after double checking all the boxes were checked on their official 'fix' and requesting a new code after 10 or more minutes) before creating a ticket. Took them over 2 hours to respond, just to tell me they needed to 'verify ownership'. Did all the things and I notice that by the time I emailed 'support' back, it was probably close to 5pm EST. Now i'm stuck in the same loop- try to log in, get told to 'check email for one time access code' which never comes, wait 10-15 minutes and try to log in again... Anyone found a way to fix this issue without having to wait for ZOS support?
It's been at least 7 months since I logged in. I'm starting to remember why I quit playing this game...

Mithgil · January 20

Posting this in "Bug Reports" won't get you much traction.

I would suggest posting under the Customer Support forums section. And I'd include your ticket number there and perhaps someone can look into for you from there.

As for them clocking out at 5pm, no idea, but I would think there would be support 24/7, just perhaps not as much for NA.

It's not surprising that they need to verify ownership on stale accounts, that makes very good sense security-wise, both for your protection and theirs.

Stirvik · January 20

Surely, in this day and age, ESO customer support personal are employed Worldwide and mostly work from home.

valenwood_vegan · January 20

I have definitely received help from support at odd (for ET) hours before, like in the middle of the night. But lol, getting a response to your initial ticket within two hours is pretty good. It's not like some live instant thing. I believe they say that a normal response time to a ticket is 24-48 hours. It's also quite possible that there is less staff available on the weekend. Anyway, hope it gets resolved for ya soon.

EDIT to add: Sometimes people tag Kevin or one of the other forum mods and post their ticket number and are able to get some information on the ticket that way - couldn't hurt to try.