Instaban and Scheduled Autodeletion of Xbox Child Accounts

BenevolentBowd

Hi all,

Recently, my daughter tried to play on ESO on the Xbox and was told ESO received a signal that the account belong to a child and could no longer login. She also received an email within a few minutes stating that her account would be auto deleted in 30 days.

A few comments.

Her account was instabanned before the game loaded and therefore didn't see the new policies informing of the change.

I've checked the ESO website and reviewed the ToS, CoC, and the EULA and there is no mention of this policy change. I also couldn't find the signal error on the support site.

Previously, I don't think there were any issues with child accounts other than the blurb below.

By purchasing, accessing, receiving, or using any Services, You agree to these Terms of Service and represent and affirm that You are at least 18 years of age (or have reached the age of majority if that is not 18 years of age where You live) OR You have reviewed these Terms of Service with Your parent or guardian and he or she assents to them on Your behalf and takes full responsibility for Your compliance with them. If you are the parent or legal guardian of a minor, You and the minor agree to these Terms of Service and are responsible for all use of the Services, including purchases, whether the minor's Account or Memberships are open now or created later.

I reviewed the ToS with her and since parental controls are enabled on my console, I had to give her permission to allow her to play the game. Most of the time we play together.

So what are her options?

Fortunately, we haven't invested much money into the account, but it would be a shame to lose all the stuff she invested her time into getting.

Also, if the account is deleted would she be prevented to recreating an account when she's older.

Thanks
BowD

freespirit

I don't know if this might be the issue where you are located but there has been some major child protection law changes recently here in the UK.

Many websites/games etc now require proof of age and questionable disclosures of information. 😕

Might be worth looking into?

LootAllTheStuff

I suspect you'd need to file a support ticket to get any real information on this.

ZOS_CouchTato

@BenevolentBowd

As mentioned, you will likely need to file a ticket with support for this.

BenevolentBowd

freespirit wrote: »

I don't know if this might be the issue where you are located but there has been some major child protection law changes recently here in the UK.

Many websites/games etc now require proof of age and questionable disclosures of information. 😕

Might be worth looking into?

I don't think anything has changed in Canada where I live but perhaps, because I prefer English UK for my language settings that it may of thought I'm in the UK?

BenevolentBowd

ZOS_CouchTato wrote: »

@BenevolentBowd

As mentioned, you will likely need to file a ticket with support for this.

A ticket was automatically generated when she tried to log in.

I didn't have the number earlier as she was out.

#250927-001012
Status: Waiting on Agent

She didn't respond to the email in case it was phishing.

ZOS_CouchTato

BenevolentBowd wrote: »

ZOS_CouchTato wrote: »

@BenevolentBowd

As mentioned, you will likely need to file a ticket with support for this.

A ticket was automatically generated when she tried to log in.

I didn't have the number earlier as she was out.

#250927-001012
Status: Waiting on Agent

She didn't respond to the email in case it was phishing.

It would be best to respond to the ticket then, for any further information. Or you could create a new ticket with the link I provided.

BenevolentBowd

Opened a new ticket. Hopefully, they will be able to cancel the account deletion.

BenevolentBowd

Update: No luck. The response from the new ticket just advised to contact Xbox to correct the signal being sent to ZOS.

Perhaps, indirectly suggesting I change the age on her account to be older?

Ironically, her account will be deleted just days before her birthday and she could have logged in normally. I was hoping they might extend the ban for a few more days and cancel the deletion. @ZOS_GinaBruno any suggestions? 6 days left.