For how long it takes to get a support?

xxxvodnikxxx

Hello ZOS,
I have been raising already 3 tickets about the stolen ESO account.

First at 28th, then another update at 28th and another update at 30th.

I was able to see the page "blahblah.. incident number .. "
HoweverI did not recieved the mail confirmation.

Anyway,
I play ESO from closed beta, I bought many chapters in collectors editions,
but this quite uncomfortable.

Especially once these cases seems to be quite common,
first that happened to me once I stop playing for a while, currently I go usually once a week only trials with a guild, and unfortunatelly, it seems the only way how to avoid get account hacked is to login everyday.
This year, its already for second time

That also leads me to idea it seems that accounts are quite poorly secured, or there were some data leaks, or this is being done by some employee on premise, otherwise I cant understand to this.

I would really appreciate some more secured way like instead of using 2FA via code sent by the mail maybe an authenticator app (like standard solutions that microsoft or google provides)

Thanks to the guildmate, I was able to get an screenshot and it seems the userID got already changed- also, why this is possible?
I assume even the mail is updated to the thief's mail address and even my linked accounts got unliked, so I dont have an access to the account at all.

Is anybody able to help me?
Thanks

ZOS_CouchTato

Hello! If you can provide us with a ticket number, we can take a look to see where you are at in the process.

xxxvodnikxxx

ZOS_CouchTato wrote: »

Hello! If you can provide us with a ticket number, we can take a look to see where you are at in the process.

Hi,
please refer to

• 240628-001150 (raised at 28th , around 10am)
• 240628-002009 , (raised at the same day, around 1.30 pm)
• 240701-002733 (raised yesterday around 5.30pm)

Thank you in advance.

ZOS_FalcoYamaoka

Greetings,

240628-001150 was closed as its a duplicate of 240627-002667 which we received your latest message on the 29th. It's pending investigation.

240628-002009 closed as duplicate of 240628-001150 (which is a duplicate of 240627-002667)

240701-002733 was escalated yesterday. Also pending investigation.

xxxvodnikxxx

ZOS_FalcoYamaoka wrote: »

Greetings,

240628-001150 was closed as its a duplicate of 240627-002667 which we received your latest message on the 29th. It's pending investigation.

240628-002009 closed as duplicate of 240628-001150 (which is a duplicate of 240627-002667)

240701-002733 was escalated yesterday. Also pending investigation.

Thank you for review and information, Falco

xxxvodnikxxx

Thanks for the action taken to all of you, however,
I am not sure how this got escalated, but I still did not recieved any update

However, as I mentioned once opening I think the second ticket (there was a different contact mail address)
I even did not recieved any confirmation about the ticket opening , neither to my mail at hosted google , neither at another .cz domain

Maybe there is something wrong with mailing to my mail addresses at the mail server?

(yes, I was checking also spam folders)

ZOS_Bill

@xxxvodnikxxx

There are some additional things you can try found here if you are having issues getting emails from our support team.

xxxvodnikxxx

ZOS_Bill wrote: »

@xxxvodnikxxx

There are some additional things you can try found here if you are having issues getting emails from our support team.

Hi,
I would rather appreciate an information if there is already some progress on the ticket that I mentioned.

Because as mentioned, it seems that I did not recieved the mail confirmation at all (is it actually sent once customer open a support ticket? Or just once tehre is some activity on it?)

Anyway, thank you for a link, I was able to whitelist noreply@mail.elderscrollsonline.com even on my gmail, even on the mail hosted at my .cz provider.

Thanks

ZOS_Bill

@xxxvodnikxxx

I've checked over your tickets again and at this time they are still the same status as before.

xxxvodnikxxx

ZOS_Bill wrote: »

@xxxvodnikxxx

I've checked over your tickets again and at this time they are still the same status as before.

Thank you very much, let me just wait then

xxxvodnikxxx

Once this is over a week, and I still have no information about any progress on the reported case,
hopefully it's already the right time to work on it?

ZOS_Bill

@xxxvodnikxxx

After checking your tickets again, I do not have any further updates as the status remains the same as before.

xxxvodnikxxx

ZOS_Bill wrote: »

@xxxvodnikxxx

After checking your tickets again, I do not have any further updates as the status remains the same as before.

That's pity, however, still thank you

tesla_2

Yes I’m dealing with a support issue too. Seems like you’ll receive a message from support within 3 days or so, but then it’ll take 1-2 weeks for the next message 😣

xxxvodnikxxx

Okay, nearly after 14 days I finally got some update.

Support is asking to proof an account ownership, despite the fact, I am using the mail address that was set at the account and the same mail address that was used in the past previousy for another support tickets creation.

I understand that there is some guideline that support team should to follow, however, must to mention this is a bit ridiculous

xxxvodnikxxx

Dear ZOS, you could simply skip the verification of the ownership in case, it wont be possible to change the mail address bound with the account and if it would not be possible to change the userId, right ..

As a guys working over 10 years at IT, including the application support and including the IT security, I would highly recommend you to consider making these values immutable for a end-users..

xxxvodnikxxx

Good,
finally I was able to regain an access to my account, what is more funny it seems account got compromised by some guy from my country (there were a chat groups named by a local language)

Well, thanks support.

I would appreciate some option like to get an access logs for thje period that account got hacked,
maybe even just simply ban this respective IP address, possibly, and definately to add another MFA layer to the account security ..
hopefully, one day

ZOS_Bill

We are glad to hear back that support was able to assist the OP. The discussion will now be closed from any further comments.