Trouble recovering your user ID?
ParryForte
Soul Shriven
Just been through a days-long support process with the ESO folks. Problem? I couldn't log into my account. Kept telling me my username was incorrect. The problem was, of course, that it was (I'm using PS4, and my "username" on the site was different from the PSN ID, no great surprise, but I'd used a clever case combination and the login system is case sensitive). I thought I'd record my solution here - I couldn't find handy help in this forum (maybe a failure of me using search) and thought this might prove a useful record for other folks.
So, there I was, trying to get the system to send me my user name. It will ask you what your email address and name are. I'm pretty confident I know what those are, right? Born Bob Smith, used the same email for 20 years, etc.
WRONG.
Turns out, long story short, that the input system on PS4 (when you create your account on console) doesn't seem to cut trailing whitespace. The PS4 predictive system will helpfully put in "Bob " and "Smith " because it thinks you're typing a missive and is helpfully adding a space. My entry on PS4 made my name "Bob " "Smith ". Thus, entering "Bob" "Smith" into the recovery fields didn't work.
This is a pretty horrendous experience for a customer to go through, as it's not obvious. The really cool part is that this happens for all text input fields, including - .e.g. - your secret question answer. You will see, when you get to log in, that the system says your name is "Bo*****" "Sm*****" and you will scream at your monitor, "THAT'S WHAT I WAS TYPING!!!!!11!!one" Customer help will tell you to try different case - say, "bob smith" or "BOB SMITH" - but this is a red herring. The will actually go into an endless unrecoverable loop over this and seem unable to think outside the case box.
You could very possibly go insane trying to get the login system to recognise what you think are correct values, simply because of the predictive input on console coupled with the system recording trailing whitespace.
I've suggested to support that killing trailing whitespace (...and possibly, not being case sensitive for login details) might provide a better customer experience, but we'll see what happens - I wasn't overly impressed with my support experience and I'm not sure anyone's listening.
So, there I was, trying to get the system to send me my user name. It will ask you what your email address and name are. I'm pretty confident I know what those are, right? Born Bob Smith, used the same email for 20 years, etc.
WRONG.
Turns out, long story short, that the input system on PS4 (when you create your account on console) doesn't seem to cut trailing whitespace. The PS4 predictive system will helpfully put in "Bob " and "Smith " because it thinks you're typing a missive and is helpfully adding a space. My entry on PS4 made my name "Bob " "Smith ". Thus, entering "Bob" "Smith" into the recovery fields didn't work.
This is a pretty horrendous experience for a customer to go through, as it's not obvious. The really cool part is that this happens for all text input fields, including - .e.g. - your secret question answer. You will see, when you get to log in, that the system says your name is "Bo*****" "Sm*****" and you will scream at your monitor, "THAT'S WHAT I WAS TYPING!!!!!11!!one" Customer help will tell you to try different case - say, "bob smith" or "BOB SMITH" - but this is a red herring. The will actually go into an endless unrecoverable loop over this and seem unable to think outside the case box.
You could very possibly go insane trying to get the login system to recognise what you think are correct values, simply because of the predictive input on console coupled with the system recording trailing whitespace.
I've suggested to support that killing trailing whitespace (...and possibly, not being case sensitive for login details) might provide a better customer experience, but we'll see what happens - I wasn't overly impressed with my support experience and I'm not sure anyone's listening.
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KerinKor✭✭✭✭✭
✭If it is indeed down to trailing spaces, the dev. responsible for writing that bit of HTML needs demoting to trainee, it's beyond cretinous to not sanitise input in that way.Edited by KerinKor on July 16, 2015 7:10AM0 -
ParryForteSoul ShrivenThat's pretty much my thinking too. I mean, this kinds of input cleansing is 101 for forms.0