[Solved] Banned and I can't understand why

redlink1979 · May 14

I can't login into the game.
So far I only received an email, this afternoon, stating that my ESO+ subscription was cancelled.

"Greetings,
This message confirms that you have successfully cancelled your ESO Plus™ membership, or a Steam ESO Plus™ membership was detected thereby cancelling a duplicate membership on your account. You will no longer be charged for membership on a recurring basis, and your access to ESO Plus™ benefits will expire at the end of your current membership.
We're sorry to see you've chosen to end your membership. If there is anything we can do to help make your ESO experience better, please feel free to contact us at esocsvip@mail.bethesda.net and let us know. Whether you have feedback, questions, or just need help with the game, we’re here for you!
If you miss your ESO Plus™ benefits, you can join again at any time by visiting your Elder Scrolls® Online account page and selecting a new membership plan. Don’t forget, ESO Plus™ provides you with access to all of the DLC game packs available in the Crown Store, 1650 crowns per 30-day membership, bonuses to character progression, and unlimited use of the Craft Bag.
Please print this email and keep it for your records.
Warm Regards,
The Elder Scrolls® Online Team"

I thought that was odd since I haven't done anything in my account. I have renewed my ESO+ subscritpion yesterday.
Now, I was trying to play for a bit and I can't login, I just receive a message saying that my account is banned.
I can't understand why is this happening.
I haven't done anything that might cause this.

What's happening? @ZOS_Kevin

redlink1979 · May 14

This is what I see when trying to login

@ZOS_Kevin I've just created a ticket to try to figure out what's going on.
Ticket 240514-005298
Please help me out if you can.

belial5221_ESO · May 14

"This message confirms that you have successfully cancelled your ESO Plus™ membership, or a Steam ESO Plus™ membership was detected thereby cancelling a duplicate membership on your account"

Did you recently link your eso to steam?looks like a dupe was detected and was flagged posibly as exploit.Make sure to respond to any tickets,or they'll just think it's resolved

redlink1979 · May 14

No I didn't linked the account to Steam.
I have only one account and I never played via Steam.
I've always played only on PC.

Alinhbo_Tyaka · May 14

Did the credit card transaction for your ESO+ complete successfully? Are you showing a charge back on your credit card account?

Are you sure the email actually came from ZOS and isn't a phishing expedition trying to get your account information?

Could your account have been hacked?

OtarTheMad · May 14

Check to make sure your card transaction actually completed and wasn’t declined. Also if you use something like PayPal make sure they didn’t mess up and therefore messed your eso account up.

Arrodisia · May 15

Contact support 1 time and answer all following emails and make sure you answer them within the specified time.
Check your spam folder if you don't see anything. It's most likely an error. Don't rush and react with rage. be very specific while describing things. A wrong description can slow down how the ticket progresses because they can only find what is described correctly. Experienced players may be able to help word your ticket in this situation. If you need help bring it back into the forums and ask in this thread.

FelisCatus · May 15

You may wanna check someone hasn't linked your account to their Steam then. Might be possible you were hacked?

Danikat · May 15

I think the only practical thing you can do is submit a ticket and wait for a response. No one here can tell you why you were banned and there's a lot of possible reasons, especially when you consider it's not always immediate, it may be because of something which happened several days ago and ZOS only just finished following up the report.

Importantly if you get a reply to your ticket which doesn't fully answer the question you need to respond to it and tell them that. If they ask any questions you need to answer them.

Finally try to be polite and patient. They are completely within their rights to say a decision has been made and that's the end of it, so anything more will be them doing you a favour. If you get angry or rude they're much less likely to stop doing that.

Tandor · May 15

Make sure you don't create more than one ticket on this, as every new ticket puts your case to the back of the queue.

You say you've only ever played on PC, but that is the platform on which Steam accounts are played so can we assume that you have never played ESO through Steam?

The critical thing is to make sure that your subscription renewal payment was actually made. Did the renewal process go through smoothly at the first attempt? Were there funds in place to cover it?

Shara_Wynn · May 15

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

What a nightmare for you OP.

Clearly something sinister is afoot or an error has been made and I suspect you will have to be patient and wait for CS to answer your ticket and investigate the issue.

I do think that in instances where an account has been permanently banned, the player should be allowed to both appeal the decision and have an explanation as to the manner in which they have violated the code of conduct.

Elsonso · May 15

Shara_Wynn wrote: »

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

There have been multiple reports of accounts being locked (looks like a ban) because payments were declined, and they apparently really dislike payments being stopped and charged back. I expect that once this is resolved, the account is unlocked.

At one point, way in the past, it was mentioned by someone that fraud related to payments is a problem that is not specific to just ESO.

furiouslog · May 15

I hope it's not a reverse charge issue because those never seem to go well. The first thing that came to mind when I saw this was that someone with the same email signed up for a Steam account, but it sounds like that's unlikely?

Grizzbeorn · May 15

Elsonso wrote: »

Shara_Wynn wrote: »

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

There have been multiple reports of accounts being locked (looks like a ban) because payments were declined, and they apparently really dislike payments being stopped and charged back. I expect that once this is resolved, the account is unlocked.

At one point, way in the past, it was mentioned by someone that fraud related to payments is a problem that is not specific to just ESO.

Charge-backs are usually, across the industry, an automatic ban. But also usually, a player will [unwisely] brag about planning to initiate a charge-back. That doesn't appear to be the case here, and a declined payment is not looked at the same as a charge-back.
(the charge-back largely considered to be intentional on the player's part, and hence categorized as fraud, while a payment decline could very easily be accidental/unintentional due to many reasons.)

Elsonso · May 15

Grizzbeorn wrote: »

Elsonso wrote: »

Shara_Wynn wrote: »

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

There have been multiple reports of accounts being locked (looks like a ban) because payments were declined, and they apparently really dislike payments being stopped and charged back. I expect that once this is resolved, the account is unlocked.

At one point, way in the past, it was mentioned by someone that fraud related to payments is a problem that is not specific to just ESO.

Charge-backs are usually, across the industry, an automatic ban. But also usually, a player will [unwisely] brag about planning to initiate a charge-back. That doesn't appear to be the case here, and a declined payment is not looked at the same as a charge-back.
(the charge-back largely considered to be intentional on the player's part, and hence categorized as fraud, while a payment decline could very easily be accidental/unintentional due to many reasons.)

Charge backs are "next level" and may or may not apply here. Seems to me that I have seen cases where someone said that they did not do a charge back, only to find out that the method they used to pay did it for them for some reason.

Also anecdotal, but I believe if you go back in the forum, you will see people who claim to have had their accounts locked simply due to failed credit card charges in the recurring ESO Plus credit card on file. True? False? ¯\_(ツ)_/¯

In any case, I expect that once the financial issues are resolved, the account will be unlocked.

redlink1979 · May 15

Thanks all for your replies.

Regarding your questions:
- My sub was renewed on the 13th, a day before this all happened, and the payment was accepted as it was in the other previous months. I have the ZOS email which confirms that the CC payment has been made. (I've been subbing since April 2020 - that's when I started playing on PC)
- On PC I only use the ESO launcher to play the game, I never used Steam and the email account is exclusive to the ESO game.
- I don't know if I could been hacked, I only access the game at my home and I'm the only person who uses the PC.

This is indeed a nightmare because I don't what's happening. As I said, I haven't had any behavior that could cause this situation.

Amottica · May 15

I would contact Zenimax by submitting a ticket. Creating a thread is not the same. @ZOS_Bill or one of their colleagues should be able to help you with some insight.

I'm not sure where some think Steam has something to do with this, as it would be extremely odd and even more strange if someone had linked your account to Steam. The boilerplate email you received mentioned Steam only because it covers all PC ESO+ cancelations. It does not suggest Steam was involved with your account.

TaSheen · May 15

Amottica wrote: »

I would contact Zenimax by submitting a ticket. Creating a thread is not the same. @ZOS_Bill or one of their colleagues should be able to help you with some insight.

I'm not sure where some think Steam has something to do with this, as it would be extremely odd and even more strange if someone had linked your account to Steam. The boilerplate email you received mentioned Steam only because it covers all PC ESO+ cancelations. It does not suggest Steam was involved with your account.

He listed his ticket number in the second post of this thread.

ZOS_Kevin · May 15

We're checking in with customer service now and will follow up via DM. Thanks for sharing the ticket number.

Amottica · May 16

TaSheen wrote: »

Amottica wrote: »

I would contact Zenimax by submitting a ticket. Creating a thread is not the same. @ZOS_Bill or one of their colleagues should be able to help you with some insight.

I'm not sure where some think Steam has something to do with this, as it would be extremely odd and even more strange if someone had linked your account to Steam. The boilerplate email you received mentioned Steam only because it covers all PC ESO+ cancelations. It does not suggest Steam was involved with your account.

He listed his ticket number in the second post of this thread.

Good. I did not read all the posts. I just made my typical post, including tagging one of the people that typically help.

Shara_Wynn · May 16

Elsonso wrote: »

Shara_Wynn wrote: »

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

There have been multiple reports of accounts being locked (looks like a ban) because payments were declined, and they apparently really dislike payments being stopped and charged back. I expect that once this is resolved, the account is unlocked.

At one point, way in the past, it was mentioned by someone that fraud related to payments is a problem that is not specific to just ESO.

I have never been banned from an MMO for having a payment declined. Usually because my card expired and I failed to update it to a new one. This coming from playing MMO's for over 25 years in both the UK and now DK.

I have had my payment declined for my ESO+ sub once while playing ESO (failure to update an expired card via Steam) and I still had access to the base game and any chapters/DLC I purchased.

redlink1979 · May 17

Update:
The issue with my PC account has been solved by the ESO Support team.
I share here part of the reply to my ticket as a head's up for everyone, since I think this can happen to anyone who does online payments with cards:

"(...) The account was actioned as part of an automatic response to a dispute that originated from the financial institution for the ESO Plus membership. When this occurs, the transaction is disputed under a possible compromised payment method. We freeze the account to prevent further transactions with this compromised payment method. (...)"

Edited: Changed CC to cards.

Sakiri · May 17

Good to hear you figured it out at least. Hope you resolve it soon and can play again!

AnduinTryggva · May 17

Grizzbeorn wrote: »

Elsonso wrote: »

Shara_Wynn wrote: »

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

There have been multiple reports of accounts being locked (looks like a ban) because payments were declined, and they apparently really dislike payments being stopped and charged back. I expect that once this is resolved, the account is unlocked.

At one point, way in the past, it was mentioned by someone that fraud related to payments is a problem that is not specific to just ESO.

Charge-backs are usually, across the industry, an automatic ban. But also usually, a player will [unwisely] brag about planning to initiate a charge-back. That doesn't appear to be the case here, and a declined payment is not looked at the same as a charge-back.
(the charge-back largely considered to be intentional on the player's part, and hence categorized as fraud, while a payment decline could very easily be accidental/unintentional due to many reasons.)

How can a stoppage of an ESO+ lead to a ban because of a charge back?

You have bought the base game and maybe even some DLCs, so even if ESO+ is stopped I cannot see on which terms one could be (temporarily) banned.
A charge back would occur if you already have payed and then through your bank reclaim it. But that is something else than just not prolonging your ESO+.

Elsonso · May 17

.

AnduinTryggva wrote: »

Grizzbeorn wrote: »

Elsonso wrote: »

Shara_Wynn wrote: »

Even if an ESO + sub payment doesn't go through, you still have access to the base game and your account wouldn't be permanently banned. Not having a payment go through is certainly not a code of conduct violation.

There have been multiple reports of accounts being locked (looks like a ban) because payments were declined, and they apparently really dislike payments being stopped and charged back. I expect that once this is resolved, the account is unlocked.

At one point, way in the past, it was mentioned by someone that fraud related to payments is a problem that is not specific to just ESO.

Charge-backs are usually, across the industry, an automatic ban. But also usually, a player will [unwisely] brag about planning to initiate a charge-back. That doesn't appear to be the case here, and a declined payment is not looked at the same as a charge-back.
(the charge-back largely considered to be intentional on the player's part, and hence categorized as fraud, while a payment decline could very easily be accidental/unintentional due to many reasons.)

How can a stoppage of an ESO+ lead to a ban because of a charge back?

Well ... if the ESO Plus charge results in a charge back. The credit company, or PalPal or whatever company is paying on behalf of the player, initiates a "refund" or "stop payment" from the payment side instead of seeking it from the ZOS side. I would imagine most of the time it is the player that initiates these. ZOS can be assessed a fee for a charge back that is in excess of the payment that was expected. The player pays this fee as part of the remediation and unlocking of the account. ZOS freezes the account until this happens, per reports in here.

That is apparently not what happened here.

Oznog666 · May 17

redlink1979 wrote: »

Update:
We freeze the account to prevent further transactions with this compromised payment method. (...)"[/i]

Can you tell us what kind of payment method you used? Just in case some of us are using the same. You wrote before CC - does it mean Creditcard?

davidtk · May 17

redlink1979 wrote: »

online payments with CC:

CC you mean Credit Card and if yes, you mean Debit Card or Credit Card (just asking for clarification because sometimes people sais credit card and mean debit card.

Sorry if it looks stupid, but english is not my main language so I trying to understand whats going on.

redlink1979 · May 19

@Oznog666 @davidtk This payment was made by using a MB NET Card, which is a temporary virtual card that allow you to make online purchases. MB is a interbank network (Portugal).

Elsonso · May 19

redlink1979 wrote: »

@Oznog666 @davidtk This payment was made by using a MB NET Card, which is a temporary virtual card that allow you to make online purchases. MB is a interbank network (Portugal).

Just out of curiosity, is this a single use card? If it is, I have found that these sometimes don't work with ZOS because they do a test charge to validate the card, and that can use up the single use.

ZOS_Hadeostry · May 20

Greetings,

After further review we have decided to move this thread to a category we think is more appropriate for this topic, as it's an account issue.

Thank you for your understanding

ZOS_Bill · May 21

As this issue has now been resolved, we are going to go ahead and close the discussion from further comments.