ESO Plus Issue

Boltonsquad

I purchased ESO Plus around 2 days ago I have no issue with it it's working fine however I haven't received any crowns how long does it usually take?

Platform: Xbox One

Boltonsquad

What kind of response is this to a ticket, because you can't handle the ticket volumes you just close people's tickets down and mark them as resolved when nothing has been done?

Seriously I would like a proper explanation as to why you are doing this otherwise I have no other choice than to go to Microsoft and request a refund through them.

Greetings,
We apologize that we have taken so long to get back to you in regards to your issue. Due to high ticket volumes, we will be unable to assist you further with this ticket. We understand this may be frustrating and we are disappointed that we are unable to deliver a Customer Service experience that is up to our desired standards.
Please also be sure to visit our help portal where you can search for common issues and subscribe to individual articles for any updates about that information: https://help.elderscrollsonline.com.
Best Regards,
The Elder Scrolls Online Team

Malsidius

lol, join the club

adamt88yep

I literally got the same reply a few days ago and at first thought it was an individual response just to me and was pretty angry to sat the least....BUT to now find out this is a blanket email sent to what seems like hundreds now is beyond a *** take. Like literally what on earth is going on. Surely Zenimax have to sit back and bring in some external resource now to handle this increasingly occurring customer service issue.

Panth141

It's a known issue with Microsoft & zenimax (if you search the forums you'll see a number of complaints) that stops crowns being sent over.

You are advised to contact customer support, who it seems will simply tell you they're too busy and won't help you.

Usually @ZOS_DaryaK is the one to pick up these things here

Boltonsquad

Yeah it's silly how they think they can close a ticket as resolved when nothing has even been done, the customer service is a joke.

ZOS_DaryaK

Hey folks, we are aware of an issue that causes some ESO Plus members on the Xbox One to not have access to their ESO Plus benefits. If you have been charged for ESO Plus and do not have access to your benefits, please contact Xbox Support, cancel or refund your current membership, and start a new membership.

Before contacting Xbox Support, you may wish to try the troubleshooting steps below:

Log out of the game entirely and wait a few minutes before logging back in. If that fails, please restart the game and your Xbox One.

If restarting your console did not resolve the issue, please check on the server status for The Elder Scrolls Online and Xbox below:

The Elder Scrolls Online: https://help.elderscrollsonline.com/app/answers/detail2/a_id/4320
Xbox One: http://support.xbox.com/en-US/xbox-live-status

Additionally, if you are missing any crowns for your ESO Plus membership, do submit a ticket so our support team can assist you; or update an existing ticket by replying to it.

Edited to add the last sentence

Boltonsquad

Yeah I updated my ticket as its only the crowns I haven't received the rest is fine

Thanks

Defilted

You need a screen shot of your from Xbox one live account that shows your account name and the payment line that XBOX has collected the funds.

Let me stress this from someone who has opened multiple tickets about this issue. You will NOT GET your crowns without this screen shot. They will almost ignore your ticket without this. Reply to your email with the screen shot attached. Do not put it in the email as a pic or it will get blocked.





Grammar

Boltonsquad

They should be able to see I have an active sub purely through my gamer tag

Boltonsquad

Still no resolution to this are you able to take a look @ZOS_DaryaK

ZOS_DaryaK

While I can't resolve the issue for you, I did ensure your ticket is in the correct queue.

Zeddakis

@ZOS_DaryaK I was considering subscribing to ESO+, but when I see many people having issues with either getting the service to work or not getting their crowns that pretty much discourages me from doing so. I see all these work arounds and the issue seems to been occurring for some time.

Question is are these work arounds ZOS's solution or is a real fix in the works? If a real fix is in the works then what is the ETA and where does the root of the problem rest with ZOS or Microsoft?

AJ_1988

Defilted wrote: »

You need a screen shot of your from Xbox one live account that shows your account name and the payment line that XBOX has collected the funds.

Let me stress this from someone who has opened multiple tickets about this issue. You will NOT GET your crowns without this screen shot. They will almost ignore your ticket without this. Reply to your email with the screen shot attached. Do not put it in the email as a pic or it will get blocked.





Grammar

I can confirm this is correct I had to go through this process before and needed screen shots. Got an apology and my crowns. A few days later . The problem I have is I don't keep track and take breaks from ESO every now and then but keep plus active. So I never know if I'm missing or not. I have a feeling I am. @ZOS_DaryaK (got it right this time ) is there anyway I can find out if I'm missing any?

Tee_Elle

So this is the 8th time my ESO+ has stopped working/being available for no apparent reason.

Following all of the troubleshooting above has not fixed the issue.

How is unsubbing/resubbing SOLVING the problem? It is not - it is akin sticking your fingers in your ears while screaming LA LA LA LA LA.

Please, find a fix, not a way to ignore us.

Tee_Elle

Hey folks, we are aware of an issue that causes some ESO Plus members on the Xbox One to not have access to their ESO Plus benefits.

What is this mysterious issue? Tell us as it may help some of us to permanently solve our problem.

Boltonsquad

AJ_1988 wrote: »

Defilted wrote: »

You need a screen shot of your from Xbox one live account that shows your account name and the payment line that XBOX has collected the funds.

Let me stress this from someone who has opened multiple tickets about this issue. You will NOT GET your crowns without this screen shot. They will almost ignore your ticket without this. Reply to your email with the screen shot attached. Do not put it in the email as a pic or it will get blocked.





Grammar

I can confirm this is correct I had to go through this process before and needed screen shots. Got an apology and my crowns. A few days later . The problem I have is I don't keep track and take breaks from ESO every now and then but keep plus active. So I never know if I'm missing or not. I have a feeling I am. @ZOS_DaryaK (got it right this time ) is there anyway I can find out if I'm missing any?

I never did this personally and got my 1500 + 500 for the inconvenience

Boltonsquad

Tee_Elle wrote: »

Hey folks, we are aware of an issue that causes some ESO Plus members on the Xbox One to not have access to their ESO Plus benefits.

What is this mysterious issue? Tell us as it may help some of us to permanently solve our problem.

Something to do with Zeni & Microsoft nothing you can do about it personally however other games offer similar services with no issues so can't understand why there's a huge issue with this

drofnasii

Hmm, does make me wonder how many times I didn't get my Crowns due to this issue (yet I know I've been charged everything month). I see my "Renew" date on my Xbox Live account is today (7/1), so maybe a hiccup that happens every time it's renewed? But I'm charged everything month on the 19th, so I've already paid for my Plus, pretty sure I got my Crowns (never bothered to check my previous balance), but I think exactly on my Renew date (7/1 12:00am) is when I lost my Plus benefits.

Now that we have the Crafting Bags it was very apparent when I lost access to my Plus Benefits, as my bag started filling up with all those annoying materials.

drofnasii

drofnasii wrote: »

Hmm, does make me wonder how many times I didn't get my Crowns due to this issue (yet I know I've been charged everything month). I see my "Renew" date on my Xbox Live account is today (7/1), so maybe a hiccup that happens every time it's renewed? But I'm charged everything month on the 19th, so I've already paid for my Plus, pretty sure I got my Crowns (never bothered to check my previous balance), but I think exactly on my Renew date (7/1 12:00am) is when I lost my Plus benefits.

Now that we have the Crafting Bags it was very apparent when I lost access to my Plus Benefits, as my bag started filling up with all those annoying materials.

Just chatted with Xbox Live Support, they tried pushing magically buttons to help me resolve my subscription issue. But in the end I still can't get access to my ESO Plus. Sounds like I'm one of many affected by some technical glitch, from Xbox Live Support:

"With this, I am afraid that this is affected with the ongoing issue of the ESO subscription not recognized. We recommend for you to try it again in a few hours as we are already working to the bone to correct and resolve this."

drofnasii

@ZOS_DaryaK welp, I contacted support did all their troubleshooting steps, got a refund, tried to repurchase and still no subscription.

GamerTag: Drofnas
Server: Xbox One (NA)

If you need proof of my contact with Xbox Support, they gave me a reference number as well.

AJ_1988

I can't even contact support. I keep getting a message saying they are unavailable. Been trying for last 6 hours now. Xbox support that is.

drofnasii

I did the Live Chat Support and it only took about 8m of waiting before I got someone to help me.

AJ_1988

drofnasii wrote: »

I did the Live Chat Support and it only took about 8m of waiting before I got someone to help me.

I must just not be liked lol. Probably say , oh he has active suspensions he can wait lol.

eldestwig4

Live Chat Support with Microsoft was a far better experience than trying to deal with EOS. Their support specialist was on chat with me for the best part of an hour because he was not aware of the need to cancel/refund/buy process, until I mentioned what I had read in these forums.

He confirmed that my ESO Plus license was active. We confirmed that I had access to the Craft Bag. The game told me that I was enlightened, but I did not have access to the DLC content. Based on the fact that certain ESO Plus benefits were available to me, but the content was not, I have to conclude that this is an ESO issue and that it relates to the auto-renewal process.

After jumping through the cancellation/renewal hoops, I was able to get back in to thieving and assassinating.

ESO Customer Service - to say that your support is inadequate would be a compliment!!

sadownik

eldestwig4 wrote: »

Live Chat Support with Microsoft was a far better experience than trying to deal with EOS. Their support specialist was on chat with me for the best part of an hour because he was not aware of the need to cancel/refund/buy process, until I mentioned what I had read in these forums.

He confirmed that my ESO Plus license was active. We confirmed that I had access to the Craft Bag. The game told me that I was enlightened, but I did not have access to the DLC content. Based on the fact that certain ESO Plus benefits were available to me, but the content was not, I have to conclude that this is an ESO issue and that it relates to the auto-renewal process.

After jumping through the cancellation/renewal hoops, I was able to get back in to thieving and assassinating.

ESO Customer Service - to say that your support is inadequate would be a compliment!!

Sub for 6 months then. And buy some crowns. Really please do that. Support incompetence.

FrozenNord

Okay, I didn't know we had thread for this in the support section. I'll copy my post I just made.

I tried everything on the support site that was suggested for this issue and none of it worked. I sent in a ticket for it. I haven't gotten a response yet. Though I'm not 100% certain I put it in the right category. If it's not I'd appreciate that being fixed. I wasn't sure where it should go, it wasn't very clear.

And I already directly tried to contact Xbox support and I couldn't connect. I kept getting Secure Connection Failed" errors whenever I tried. On all my web browsers, even tried restarting my computer twice. Turning off my firewalls, lowering my security settings. Everything I could think of. No joy. I am very tech-savvy and usually am the one helping my friends solve tech problems... so... yeah. Since that's what ZoS support is probably going to tell me to do anyway, I'm just all around screwed. I can't get it fixed.

I had plans with a friend to start questing together and that just isn't happening now that we're both totally depending on the crafting bags.

Gamertag is the same as my forum name here, only with a space between the words, on Xbox So "Frozen Nord". North American server, definitely on all ten my of characters. My Xbox Live Gold status is active and good for nearly another year before I need to renew it.


EDIT:
I just got a useless copy/paste auto-reply to my ticket that suggests I try EXACTLY what I just explicitly told them in the ticket that I already tried and didn't work. So... I really am screwed.

drofnasii

FrozenNord wrote: »

And I already directly tried to contact Xbox support and I couldn't connect. I kept getting Secure Connection Failed" errors whenever I tried. On all my web browsers, even tried restarting my computer twice. Turning off my firewalls, lowering my security settings. Everything I could think of. No joy. I am very tech-savvy and usually am the one helping my friends solve tech problems... so... yeah. Since that's what ZoS support is probably going to tell me to do anyway, I'm just all around screwed. I can't get it fixed.

Why not just call them? It does suck that ZOS is telling everyone to contact MS for the fix, but then again there is only so much ZOS can do to fix things until they figure out a technical solution (lets hope they find one, cause this is annoying).

Based on fact they keep asking for screenshots of your active subscription page, I doubt MS is giving them access outside of the game to check on your subscription. If ZOS was handling the money part, I'm sure it would be much easier for them to handle all aspects of this issue.

Of course for me I'm at the point of waiting for a non-canned response from ZOS as I've done everything I could via MS, restart Xbox, clear local profiles & re-sync, cold restart (unplug xbox for minutes and turn back on), cancelled my subscription (refund) and re-subscribe (did this 2 times), and I still can't access ESO Plus. So I personally have no other option but wait for ZOS to flip a bit in their system that allows me the benefits I've been paying for.

FrozenNord

drofnasii wrote: »

FrozenNord wrote: »

And I already directly tried to contact Xbox support and I couldn't connect. I kept getting Secure Connection Failed" errors whenever I tried. On all my web browsers, even tried restarting my computer twice. Turning off my firewalls, lowering my security settings. Everything I could think of. No joy. I am very tech-savvy and usually am the one helping my friends solve tech problems... so... yeah. Since that's what ZoS support is probably going to tell me to do anyway, I'm just all around screwed. I can't get it fixed.

Why not just call them? It does suck that ZOS is telling everyone to contact MS for the fix, but then again there is only so much ZOS can do to fix things until they figure out a technical solution (lets hope they find one, cause this is annoying).

Based on fact they keep asking for screenshots of your active subscription page, I doubt MS is giving them access outside of the game to check on your subscription. If ZOS was handling the money part, I'm sure it would be much easier for them to handle all aspects of this issue.

Of course for me I'm at the point of waiting for a non-canned response from ZOS as I've done everything I could via MS, restart Xbox, clear local profiles & re-sync, cold restart (unplug xbox for minutes and turn back on), cancelled my subscription (refund) and re-subscribe (did this 2 times), and I still can't access ESO Plus. So I personally have no other option but wait for ZOS to flip a bit in their system that allows me the benefits I've been paying for.

Your last paragraph is exactly why I don't just call them. It'd be much, much harder for me to describe in voice. It'd take longer, and it still probably won't work in the end. I really don't have a choice but to manually cancel my subscription from my end, wait for it to end in a month, and hope ZOS has fixed it by then. Beyond that I've done everything I can think of. Even resetting my Xbox's alt mac. Still nothing.

I know considering the situation canceling my subscription on my end isn't going to actually fix it, but I had to anyway because my renew and charge dates are stupidly out of sync. It's renewed monthly on the 2nd, but charges on the 26th. That's way away from my payday and my spending money is usually gone then. I need it to be in the first week of a month. So this way at least I can resync it to perhaps the 4th or the 5th. My existing sub should still be good until at least the 26th of this month. I can survive a week without it.

UPDATE:
I logged in this morning, resigned to do just basic Thieves Guild thieving to earn some money for my characters and I saw that I have 1500 crowns like I was supposed to. Checked my character status, all my benefits are back. Even though I was unable to contact Microsoft support and my ZOS ticket had nothing. So... if ZOS fixed it on their end, many thanks, my friends. However, even though it got fixed. I will not immediately renew my subscription though because... I'm sorry, I just can't have my charge date at the end of the month. I will though first few days into August though. Because crafting bag! And having a 1500 crown allowance is nice. And... my research times for my dedicated crafting character are approaching month-long lengths now so the 10% time boost really adds up there. So I want it. Don't worry ZOS, I'll stay with you, just have to fix the de-synced charge date on my own since I couldn't contact Microsoft support.

Tatt2

Hi all, had the same issues with eso+ i contacted xbox live chat and got it sorted in about 30mins all good.

Cheers
John

PS Yes i can also confirm that is an eso issue not ms

Caff32

My support with Xbox was excellent as well.

It's worth noting that their support staff indicated that this problem was on the ESO side, not a microsoft issue:

"Ryan B. : Alright Chris. I have successfully canceled the subscription here as well as reversed the charge. So all you need to do is repurchase the subscription again 2-3 hours from now and it's smooth sailing from there on. Glad I was able to assist you for this matter.
Chris: Thank you for your assistance. Do you know what caused the issue? Was it a microsoft issue or was it on the ESO side?
Ryan B. : Since we currently have a number of reports the same issue as yours right now, this is definitely under the control of ESO since the license was not properly granted on their end when the purchase was made. But don't worry, our engineers are cascading this to them so that this gets patched as soon as possible. But rest assured there is nothing wrong on your end or ours for this matter okay?"