Account suspended?

Lil_cera · December 2023

So my ESO Plus membership expired last summer. I haven’t logged into the game since then. I tried to login to the game today and it now says my account is suspended. I opened a support ticket (231230-003525]. I am hoping that after buying the game and several expansions I am now unable to access that content?

SeaGtGruff · December 2023

Did they try to auto-renew your ESO Plus subscription but the renewal got rejected? That might have caused it. In any case, I hope you get it all worked out.

Elsonso · December 2023

SeaGtGruff wrote: »

Did they try to auto-renew your ESO Plus subscription but the renewal got rejected? That might have caused it. In any case, I hope you get it all worked out.

I would hope that a simple rejection would not do that.

Now, if there was a successful renewal, but rather than refunding it through ZOS they reversed the charges from the credit company, that might do it.

SeaGtGruff · December 2023

Elsonso wrote: »

SeaGtGruff wrote: »

Did they try to auto-renew your ESO Plus subscription but the renewal got rejected? That might have caused it. In any case, I hope you get it all worked out.

I would hope that a simple rejection would not do that.

Now, if there was a successful renewal, but rather than refunding it through ZOS they reversed the charges from the credit company, that might do it.

If the card rejected the charge then it might have caused a problem. I thought you were supposed to stop the auto-renewal before it actually tries to renew? For example, I purchased ESO Plus through Steam, and every year before Steam renews my subscription they give me the chance to stop the renewal. I assume that if Steam (or ZOS, whichever one is doing it) were to try to charge my card but the card company were to reject the attempted charge for whatever reason-- such as, they think the transaction looks suspicious-- then it would be akin to a charge-back in a sense. EDIT: I mean, I assume that if you were staying on top of things then you'd catch the rejection, notify the card company that the transaction is legitimate, and the charge would go through after that. But if you never notified the card company that the transaction was in fact legitimate, then any subsequent attempts to charge your card for the renewal would continue to be rejected.

Lil_cera · December 2023

Thank you for the responses.

Based on the emails I received I canceled the auto renewal. I have one email saying the membership was canceled successfully. That would seem to indicate that I canceled it before it attempted to auto renew. I have a second email later saying my plus membership was expired. I have no emails stating that payments were rejected. I would hope that if an auto renewal didn’t go through, ZOS would send an email informing you of this, giving you a chance to change payment types. Nearly every other subscription service does that.

Lil_cera · December 2023

And because I can’t gain access to my web account I can’t even check the status of my ticket. That seems to defeat the purpose of me opening the ticket. If they fix it I will never know unless they email me. I didn’t even get an email confirming the ticket was entered so what are the odds I will get an email when it is resolved??

Rather daunting for someone attempting to return after a hiatus.

SaffronCitrusflower · December 2023

ZOS needs to change their "shoot first, ask questions later" policies on at least several levels. There are far, far too many auto bans being made to customers automatically without an actual person determining what is going on prior to the banning. And worse, it's happening with zero notifications being made to the customer or any kind of explanation as to why it's happening.

Lil_cera · December 2023

Or at the very least work out their ‘communication’ issues. If canceling ESO plus was going to suspend my account that should have been stated in bold somewhere BEFORE I canceled it…I just assumed I would be able to pick it back up when I had more time. I’ve been playing this game since beta, paying for it up until my cancellation last July. I was intending to pick it back up in a few months.

I was hoping taking to the forums would get a moderator to come to the help of a poor gamer damsel in distress. No? Well it was worth a shot.

SilverBride · December 2023

@ZOS_Bill @ZOS_Kraken @ZOS_Phoenix

Please look into this. Thank you.

Braffin · December 2023

Lil_cera wrote: »

I was hoping taking to the forums would get a moderator to come to the help of a poor gamer damsel in distress. No? Well it was worth a shot.

It is worth a shot, so you definitely did the right thing in your situation. It's rather quiet in this forums moderation-wise during the holidays tho.

It's also helpful sometimes to specifically link the name of staff-members:

@ZOS_Kevin @ZOS_Hadeostry any chance you could help OP with their request?

Hope it works out for you!

Lil_cera · December 2023

It is worth a shot, so you definitely did the right thing in your situation. It's rather quiet in this forums moderation-wise during the holidays tho.

The holidays is the very time I would think they would see an uptick in subscribers hence more issues with game play. It would seem to make sense to redouble forum moderating to ensure issues are quickly responded to and keep buyers satisfied.Alas, we are living in the post-Covid era when nothing is remotely sane anymore.

Thanks to my fellow players who offered their insight!

ZOS_Kraken · January 1

@Lil_cera I have left you private forums message about the status of your ticket.

Lil_cera · January 1

ZOS_Kraken wrote: »

@Lil_cera I have left you private forums message about the status of your ticket.

Thank you for the update. I will wait I suppose. It’s all I can do.

ZOS_Bill · January 2

@Lil_cera

Please keep us updated and let us know if you need any further help!

Lil_cera · January 6

@ZOS_Bill

It’s been a week and I have had no update. I can’t check the status because the account is suspended. Has there been any update?

I know it may seem like the best option is to make a new account but I have had that character and account since launch and I put A LOT of money into it with buying the expansions and cosmetics items. I do not want to lose that.

ZOS_Bill · January 6

@Lil_cera

Please check your forum inbox for another update on your ticket.

Lil_cera · January 6

ZOS_Bill wrote: »

@Lil_cera

Please check your forum inbox for another update on your ticket.

Thank you as always for your assistance and attention to this matter. I will keep you updated as to its progress.

Lil_cera · January 7

Lil_cera wrote: »

ZOS_Bill wrote: »

@Lil_cera

Please check your forum inbox for another update on your ticket.

Thank you as always for your assistance and attention to this matter. I will keep you updated as to its progress.

I would like to update you that the issue has been successfully remedied. I sincerely thank you for all your assistance and all the assistance of those that offered their input.

If I may, just to help others who might have this issue, it seems to have been a problem with renewing my payment. When it didn’t autorenew they suspended the account. I had thought I had canceled the subscription before it was due to auto renew. Apparently I had not and the auto renewal failed.

If it makes any difference, I think Zenimax should mention this in the email they send advising you that the subscription was canceled. A short messsage stating that because payment didn’t go through the account was suspended. By saying the cancelation was ‘successful’ it makes the user believe that no action is needed on their part and it may be understandable that users, such as me, would think they account would convert to free to play. In my opinion, this would save A LOT of confusion. I would have dealt with the matter back then instead of panicking now. It would only be a matter of altering the email’s wording. Short and sweet. But that is my opinion.

Thank you again!

ClowdyAllDay · January 7

I'm gonna say this plainly. Suspending your acount because a subscription autorenew fails is a bit creepy to me. I don't owe any business an autorenewal of a subscription. If such a thing fails then so what.

Lil_cera · January 7

ClowdyAllDay wrote: »

I'm gonna say this plainly. Suspending your acount because a subscription autorenew fails is a bit creepy to me. I don't owe any business an autorenewal of a subscription. If such a thing fails then so what.

Yes, I thought it was kind of an extreme reaction too. There has to be a better way.

SeaGtGruff · January 7

My advice to anyone who has ESO Plus (as I do) and who would want to continue playing ESO without an active subscription (as I would, given that I've purchased every DLC in the Crown Store and purchased every chapter outside of the Crown Store upon its release) is to cancel ESO Plus through ZOS rather than through your credit card company or other third party (in my case, that would be Steam). If you look at the bottom of the forum page you're reading, you should see a link to "CANCEL ESO PLUS." Don't just assume that everything will be okay if you simply cancel the impending auto-renewal through a third party. Remember that ZOS gives you "free" Crowns with your ESO Plus subscription, and if they go through the auto-renewal on their end then those Crowns should be issued to your account; and if the payment for the auto-renewal doesn't go through, they'll have issued Crowns to you that you failed to pay for, which in their eyes is grounds for suspending the account. Cancel the auto-renewal through them beforehand so they won't issue the "free" Crowns to your account.

PS-- I'm glad you finally got everything sorted out and resolved, @Lil_cera!

CrazyKitty · January 7

There is no excuse for banning an account without any kind of notification and explanation. None. The lack of notification makes it impossible for the customer to become aware of what is going on and rectify the situation.

NeuroticPixels · January 7

Yeahhhhhh. This isn’t a good look for them. Yikes.

ZOS_Suserial · January 8

As the issue has been resolved this thread has been closed.