How long to wait for account & store purchase issue to be resolved?

MoonTheMischievous

Hello support people who are hopefully reading this...

I along with my partner created our accounts about a week ago, signed up, purchased ESO+ and the Imperial Edition using crowns.

Unbeknown to us, (when we signed up we selected EU in all the relevant places) it put us in an NA server, so our Imperial Edition purchase is in there. We play in EU so that's no good to us.

We submitted individual support tickets last week (I realise the snow has been a problem over there) and have still received no response at all.

How long is the expected wait for this issue to be looked at?

Before any 'helpful' players offer their 2p worth (if this forum is like 99% of the others on the net), we definitely both signed up to EU servers and due to some bug (or whatever) were not put in the correct server. There have been other mentions of it in the forums I have spotted so it's not just us it's happened to.


Thanks in advance for any advice, the wait is getting a bit silly now, we have ESO+ and paid for the Imperial Edition and aren't getting the benefit from it.

KhajitFurTrader

PiffleandTish wrote: »

Before any 'helpful' players offer their 2p worth (if this forum is like 99% of the others on the net), we definitely both signed up to EU servers and due to some bug (or whatever) were not put in the correct server. There have been other mentions of it in the forums I have spotted so it's not just us it's happened to.

Don't worry, this has been reported in a few cases over in the German forums as well. The gist seems to be that when people installed the game from the DVDs (they're dated, as they don't get updated after the initial pressing) instead of using the installer from the account webpage, they were rerouted to the NA server. Running a repair in the Launcher corrects this, but of course characters and purchases don't carry over to the EU server, as two different databases are used.

The best course of action (in fact, the only one for now) is to open a support ticket on https://help.elderscrollsonline.com/ and wait for support to contact you. Edited to add: you can check the status of open support requests after logging in to the aforementioned site under "Recent Contacts".

MoonTheMischievous

Ah ha, yes, this is exactly it! We bought two copies from 'Game' in the UK, on 4 DVD's, that explains that then!

Thank you for posting that, it takes away some of the worry of thinking that support may argue that we must have just been dumb and joined the wrong server.

The first thing we did was both send a support ticket (as we have an account each), and we just haven't heard a thing back, except for an automated email saying they were having trouble getting staff in because of the snow (I can understand that must be difficult).

I tell you though, it's incredibly frustrating! We've paid for the Imperial Edition a week ago, and have found that:

It only applies to one server, not both (wish this was clearer beforehand otherwise we would have bought the Imperial Edition from the start)

We've been without access to a horse or the Rings of Mara since we've been playing which would have been incredibly useful!


Not the best start really...sorry...venting my frustration a bit as it's been going on so long!

KhajitFurTrader

Sorry to hear that, and I wish both of you, and in fact anyone affected by this, a swift solution of this issue.

MoonTheMischievous

Thanks, appreciate the good wishes.

I see the Z staff seem to be quite active on the forums so hopefully someone may pick up on it, fingers crossed!

MoonTheMischievous

Just thought I'd update this thread.

Heard back from support today, they refunded the crowns for myself and my partner without any quibble at all.

So the support took a lot longer than I expected but we got a great resolution in the end. I can finally go and spend spend spend in the EU server store!


Thanks for your help KhajitFurTrader, really appreciated your input!

KhajitFurTrader

That's awesome news! I might just go over to the German forums and spread the good word.

MoonTheMischievous

Yeah, please do!

I should note that it took me a week to get a response, but I submitted another ticket about how long it was taking to reply (in case the original was somehow lost) and that was replied to more quickly.

I also thanked them for resolving the original ticket and asked them to close it, and they replied to that within the hour.

Maybe they've finally cleared the backlog caused by snow.