Accounts Page down

o.lewiscoxb16_ESO · June 2014

Is the accounts page down or is it just me? I seems odd that they would have such a fundamental part of their website down for such an extended period of time.

cjmarsh725b14_ESO · June 2014

Yeah I can't access it either. Hard to unsub...

AlexDougherty · June 2014

Says they are doing maintenance, so it's down for everyone.

o.lewiscoxb16_ESO · June 2014

thanks - any idea how long it usually takes?

o.lewiscoxb16_ESO · June 2014

I got an ETA - about an hour left

revolting · June 2014

This was 2 days ago, and the account management page is still down. I supposed that's one way to keep people subbed...

ZOS_MichelleA · June 2014

Hi there, folks. I know this post was for the other day; that said, @revolting‌, our account page is currently available. Are you trying to log in to https://account.elderscrollsonline.com/?

revolting · June 2014

Yes, @ZOS_MIchellA that's where we're trying to go. We get this:

AlexDougherty · June 2014

I had to reset my IP for the game, local problems, and I went there today, I had no problems.

Probably not what @Revolting wants to hear, but it appears to be a small section of players being affected. I hope this gets solved soon.

revolting · June 2014

Yeah, that's... hardly ideal.

Omariot · June 2014

Failing still.

revolting · June 2014

Over the course of the last week, I've tried from multiple different IPs. I've tried from home, I've tried from work, I've tried on my mobile phone. Different IP addresses, different ISPs even.

Same error every time.

Zxaxz · June 2014

Try to find out where to delete your credit card info once you get there, ROFL.

Morticielle · June 2014

cjmarsh725b14_ESO wrote: »

Yeah I can't access it either. Hard to unsub...

Yup, that's the reason the side is down, I presume.

AlexDougherty · June 2014

I just accessed it, can't find any problems.

Obviously by this point you've tried deleting your cookies and internet history, and checking that the site can get through your firewall, and a dozen other minor issues.

The only thing to do is Post in the Customer Services Forum, and look for an email address to write to.

Omariot · June 2014

So I just wanted to see if it was my computer, because sometimes it asks you to verify a new computer. When I tried it on my lapto I noticed that I used a different browser. Apparently Internet Explorer on Windows 8.1 doesn't like the account page. I've re-downloaded Firefox and I was able to access the site. (I had rebuilt my computer). Now I can download the game again.

theyancey · June 2014

No problems for me using Chrome on Win 8.1.

wrlifeboil · June 2014

Omariot wrote: »

So I just wanted to see if it was my computer, because sometimes it asks you to verify a new computer. When I tried it on my lapto I noticed that I used a different browser. Apparently Internet Explorer on Windows 8.1 doesn't like the account page. I've re-downloaded Firefox and I was able to access the site. (I had rebuilt my computer). Now I can download the game again.

No problem loading https://account.elderscrollsonline.com using IE 11 on Win 8.1 64-bit. Version 11.0.9600.17126 of the browser to be specific.

revolting · June 2014

I've tried using different IPs, different networks, different machines, different ISPs, different browsers, different OSs at different times of day in different geographical locations.

At this point, short of applying for a new name by deed poll and undergoing gender realignment surgery, there's not much left I can change. It just doesn't work for me, anywhere, on anything.

Mr_Conflicts · July 2014

revolting wrote: »

I've tried using different IPs, different networks, different machines, different ISPs, different browsers, different OSs at different times of day in different geographical locations.

At this point, short of applying for a new name by deed poll and undergoing gender realignment surgery, there's not much left I can change. It just doesn't work for me, anywhere, on anything.

I have had no luck either, hopefully it will be fixed soon.

revolting · July 2014

Still no joy two weeks (!) later.

I've had a support ticket open for a week regarding this... aside from some initial questions regarding my ISP, I've not heard back from them. This is shocking customer service. The implications of users being blocked from their own account and payment details are pretty serious.

While I'm sorry to see you've got the same issue, @Mr_Conflicts , I'm also mildly relieved in that now at least I know I'm not the only one. I'm surprised there isn't more noise being made about this... as I myself have proved that it's not specific to my machine, my browser, or my internet service provider, having tried three different (first time, clean) options for each, there must surely be far more people this is affecting.

McJausa · July 2014

You can reach the account management site with following link:

https://account.elderscrollsonline.com/account/billing/change-subscription

Actually only this site seems to have a problem:
https://account.elderscrollsonline.com/users/account

Workaround:

Go to: https://account.elderscrollsonline.com/
Login with your account Information.

EVEN if you get "error 500", just open following URL (same browser session!):
https://account.elderscrollsonline.com/account/billing/change-subscription

Now you should be able to manage your subscription.

nerevarine1138 · July 2014

revolting wrote: »

Still no joy two weeks (!) later.

I've had a support ticket open for a week regarding this... aside from some initial questions regarding my ISP, I've not heard back from them. This is shocking customer service. The implications of users being blocked from their own account and payment details are pretty serious.

While I'm sorry to see you've got the same issue, @Mr_Conflicts , I'm also mildly relieved in that now at least I know I'm not the only one. I'm surprised there isn't more noise being made about this... as I myself have proved that it's not specific to my machine, my browser, or my internet service provider, having tried three different (first time, clean) options for each, there must surely be far more people this is affecting.

Just for fun, I went and signed in to my account via the link on the main site. I can't tell you exactly why it isn't working for you, but I assure you that it's something on your end. If it were a widespread problem, we'd see more than 2 posts about it.

You have plenty of workarounds, including getting a phone call from CS if you believe the e-mails aren't fixing the issue. However, I've had no problems with their e-mail system when I've used it in the past. Did you make sure to respond to the first e-mail within the given time frame so that they knew the issue wasn't solved?

Booba · July 2014

Seeing that this is a 500 error code (which stands for an internal server error), I suppose that some info your browser sends is invalid. Try clearing cache and cookies in your browser. I hope it helps.

P.S. Hope I'm not stating the obvious for you

Appolix · July 2014

McJausa wrote: »

You can reach the account management site with following link:

https://account.elderscrollsonline.com/account/billing/change-subscription

Actually only this site seems to have a problem:
https://account.elderscrollsonline.com/users/account

Workaround:

Go to: https://account.elderscrollsonline.com/
Login with your account Information.

EVEN if you get "error 500", just open following URL (same browser session!):
https://account.elderscrollsonline.com/account/billing/change-subscription

Now you should be able to manage your subscription.

Thankyou very much for this, I have also been waiting on a reply from support for over two weeks, Love the game but I dont feel comfortable when a bug stops me from accessing my subscription

revolting · July 2014

nerevarine1138 wrote: »

Did you make sure to respond to the first e-mail within the given time frame so that they knew the issue wasn't solved?

As stated there was some dialogue between myself and CS regarding my ISP on the first day of the ticket being open. So yes, I did respond, within minutes of receiving each e-mail.

Booba wrote: »

Try clearing cache and cookies in your browser. I hope it helps.

Caches have been cleared, and I don't know how much more clearly I can state that I've tried this on three different machines which have never been to the site ever before from three different networks using three different ISPs. Completely clean slate, same results.

That being said...

@McJausa 's suggestion worked! Thanks for both acknowledging that the problem does exist for multiple people and this is not an imaginary issue or a failure on our end, and also for providing a workaround.

It still needs to get properly addressed, but at least we have access to our payment details now. And from there you can get to the other options, it seems, just as long as you avoid the main https://account.elderscrollsonline.com/users/account page.

I did get the 500 error again when changing any options, as it tries to move you back to the main accounts page upon completion, but upon reloading the subscription or email settings pages directly, it seems the changes have gone through and saved correctly.