I preordered but now can't access the game.

kounselorb14_ESO · April 2016

I put in a ticket 2 days ago and no response yet. I pre-ordered the game and was in beta several times. I played after beta and Welcome Back Weekend in 2015. I have and email regarding redeeming a code for the explorers package.

With the Thieves guild and now Dark Brotherhood I am interested in getting back into ESO.

Wondering how to I go about resolving this situation?

ZOS_DaryaK · May 2016

Hello Kounselorb, I see you pre-ordered the game, did you ever actually purchase it? If so you should have a game registration code which you may not have redeemed. You'll need to redeem that code on your account page at https://account.elderscrollsonline.com in order to access the game.

If you had not purchased the game, you'll need to that and then redeem the code on the link above.

I hope this helps!

kounselorb14_ESO · May 2016

Huh, so I could have pre-ordered, used early access but not actually purchased the game? I've ticketed support and they say there is no way to trace a third party code.

With pre-order, would I have paid a deposit / reservation fee? Could I cancel it yet still use the early access code?

So if this situation is possible and that I have zero records, then I guess I didn't actually buy it?

ZOS_DaryaK · May 2016

That may be the case, back when pre-orders were available, you didn't necessarily have to purchase the game in order to receive the early access code. Since customer support was unable to locate a game code for your account, this seems to be the likeliest explanation.