Crowns purchase did not register

TastesAllColors

Hi, I purchased 3000 crowns shortly before the servers went down. My account has not been credited with them. I wonder if I should just wait of do something else. Thanks!

ZOS_JessicaFolsom

Could you please submit a Support ticket so we can check on this and make sure you get your crowns?

https://help.elderscrollsonline.com/

AcootsGasm

I'm having the same problem too, sent a support ticket as well, really hope this can get sorted out

Burnum

Bought 2 packs of via Steam yesterday and still haven't received any crowns. I submitted a ticket yesterday and haven't got any response yet. Is it normal for support to take so long to respond?

I am on EU PC.

gclifton58ub17_ESO

I have put in 2 tickets for this issue.

Ref #'s:

160806-003264

160807-000371

AcootsGasm

I submitted a ticket yesterday as well, still no response

TastesAllColors

I did file a ticket and received an automated response. I don't expect much to be done until Monday as I doubt the business office is open on the weekends. That's just fine. It would be unreasonable for me to expect action right now.

AcootsGasm

Makes sense, hopefully this all gets worked out

DragonSamurai360

Hey guys it is the weekend you might want to wait until at least Monday evening for it to get fixed. I've had issues in the past on other purchases not ESO related, but a subscription nonetheless purchase/renew, but they ended up going through on a Monday. I could be wrong, but I think @ZOS_JessicaFolsom is the only one working on the weekend besides maybe a small team to make sure the servers are continuing to go fine. The thread was started on August 6th that is a Saturday for me today is the 7th which is Sunday, so please give it until tomorrow evening. If you need the Crowns really badly now then just buy a pack or two while the sale is still ongoing to hold you over until you can get the crowns from the ESO PLUS sub.

DragonSamurai360

Also for the record I am on the same boat here. My subscription renewed fine, I have all the benefits craft bag, 10% bonuses, DLC etc, but I have not received the crowns. It renewed yesterday at around 7:00PM PST.

DragonSamurai360

I am going to wait till tomorrow at around 7:00PM PST to submit a ticket, because that would be 48 hours from the time it renewed which would be plenty of time for them to show up if they are going to.

unbiased99

Same thing here, i bought 5500 crowns uk time 8.30pm sat evening, and still awaiting them, submitted ticket 160806-002175 after 12 hrs as chap on twitter said to do so, but had no response as yet, hope sorted soon

Tyrion87

Guys, did you get your missing crowns finally? I bought one 5500 crown pack today in the morning (PC/EU), yet those crowns haven't been added to my account while previously they were being added almost immediately. The purchase appears in the billing history though and I also got a confirmation via mail.

unbiased99

nothing yet, two days now

Solariken

I am also a victim of this issue. I bought a 5500 Crown pack on Saturday before the servers went down and still have not received the crowns. I submitted a ticket, but I hope the issue is resolved quickly rather than the 2+ weeks ESO support tickets usually take. I will probably be tempted to just dispute the charge and get a refund rather than deal with the ZOS support headache. I have been down this road too many times before.

@ZOS_JessicaFolsom would you kindly ask management to get a new web host for the ESO support site? It might just be the slowest web server in existence. It would be nice to have at least one aspect of the ZOS support experience that doesn't make players want to rage.

Tyrion87

The crowns purchased by me today have been added to my account after the maintenance of ESO Store and Account System was completed.

unbiased99

Tyrion87 wrote: »

The crowns purchased by me today have been added to my account after the maintenance of ESO Store and Account System was completed.

no such luck here, and not liking the silence on the customer support side

TastesAllColors

The crowns I purchased have been added to my account. I consider the issue resolved and I am happy with the response by ESO. I think getting this taken care of in the first business day to be exceptional customer service and I want to thank Ben for his swift action.

Case closed.

Burnum

48 hours since transaction and still no crowns on my account. Patiently waiting for support to attend to this.

unbiased99

TastesAllColors wrote: »

The crowns I purchased have been added to my account. I consider the issue resolved and I am happy with the response by ESO. I think getting this taken care of in the first business day to be exceptional customer service and I want to thank Ben for his swift action.

Case closed.

wish mine was

VerboseQuips

Well, same here.

I bought 3 packs of 5500 crowns on the 6th of August, due to the opportunity of the QuakeCon sales. As it didn't appear immediately in-game (it usually does), I became worried. I logged on the Forums and discovered that the Northern-American PC megaserver had some problems (I play on the PC EU megaserver). Thinking the two issues were possibly related, I created a topic on the General Discussion section, asking what to do to get the Crowns. Someone told me I should raise a ticket.

So I logged in-game and tried to find how to raise such a ticket. I found the "asking for help" section next to the bug report tool but found no in-game category relevant for account-wide problems. The category which seemed to be most suited was the one about "problems with an item" - crowns are items, right? Anyways, I wasn't sure it was the right place to ask for help. It was confirmed by their automated response about the impossibility of recovering dismantled items or items I would have thrown away. I logged into my account and answered to their automated answer, while adding a screenshot I took in-game, where my Crown stock remains at 200, and a .pdf copy of the three emails they sent with the receipt.

Only after having sent all the stuff did I realize there was a big 'email' button on the right of the webpage.

I felt (quite) a bit stupid.

The day after, I decided to raise a new ticket using that big button on the right, and this time I found the relevant category : Facturation - Crown Store. I included all the possible information : The .pdf copy of the three receipt, a brand new screenshot, the numbers of the three order, the last four digits of my credit card number, the numbers of all three orders, my megaserver. I apologized for the previous, badly categorized ticket, yet I didn't hide the fact I was a bothered and worried about not receiving my Crowns.

I waited for all three maintenance scheduled for today to be complete. Still no Crowns.

Then, just a few minutes ago -yay!- I got an email. This was an answer for my first, in-game, poorly categorized ticket. I guess that the fact I wrote it in French, together with the fact that I sent it to the wrong place, can explain the longer time that was needed to process it - well, I said longer time, but it is actually the forst time I am interacting with a customer service, so I don't know whether it is abnormal, my only clue was the six working hours they indicated in their automated answer to my second ticket, and which was clearly given as an intention, not a promise. Maybe I have been unreasonably impatient.

However, the answer got me quite confused. The agent who treated my ticket told me that, unfortunately, they couldn't credit my crowns because my payment was recent and they had to wait that the financial institution in charge of it would provide it.
This is quite puzzling. I thought the Visa system paid immediately once the information were provided. Maybe I inadvertently provided bad credit card information, but I guess that in this situation, there would have been a notice that the payment wasn't processed. And the fact I got the Crowns immediately every time I bought packs before, together with the fact that I did get the three receipts by mail this time, makes me think that the payment was actually processed. Is there a chance Visa wouldn't have paid them on request? This never happened to me before, for any online purchase.
The agent said kindly that I could get back in touch with them at any time and that they'd be happy to answer any further question. But honnestly, I don't really know whether I should answer back to this ticket with all my confused questions or wait to see whether my second ticket gets a similar answer before answering to this first one.

gclifton58ub17_ESO

I have not received my missing crowns yet either. They are showing on my billing history and have been deducted from my bank account.

ajopulpito

I'm posting here for my husband (he's also working on getting a forum account, doesn't remember getting the forum invitation email? Do you really have to lock down forums this way?). Seems like problems associated with this are all on Saturday, Aug. 6th. On the off-chance that ZOS_JessicaFolsom is following this thread, his support ticket is 160807-000023, and contains copies of the transaction receipt confirmations from both Steam and Zenimax's third-party transaction company Xsolla.

Both Steam and Xsolla say to contact Zenimax's customer support, yet as far as I can tell he'll be jeopardizing his Steam account if he contests the charge with the bank.

It's frustrating that there isn't even an acknowledgement of ticket receipt, nor a problem with their system, just a big fat silence. We've seen a similar thread to this on Steam's server. As the first interaction with your customer service, neither of us are impressed. I've removed my subscription for the time being, and he's about ready to pull the trigger on his. We've both dealt with multiple MMO franchises and never seen something like this happen before?

unbiased99

ajopulpito wrote: »

I'm posting here for my husband (he's also working on getting a forum account, doesn't remember getting the forum invitation email? Do you really have to lock down forums this way?). Seems like problems associated with this are all on Saturday, Aug. 6th. On the off-chance that ZOS_JessicaFolsom is following this thread, his support ticket is 160807-000023, and contains copies of the transaction receipt confirmations from both Steam and Zenimax's third-party transaction company Xsolla.

Both Steam and Xsolla say to contact Zenimax's customer support, yet as far as I can tell he'll be jeopardizing his Steam account if he contests the charge with the bank.

It's frustrating that there isn't even an acknowledgement of ticket receipt, nor a problem with their system, just a big fat silence. We've seen a similar thread to this on Steam's server. As the first interaction with your customer service, neither of us are impressed. I've removed my subscription for the time being, and he's about ready to pull the trigger on his. We've both dealt with multiple MMO franchises and never seen something like this happen before?

ive had problems with lotro and secret world, even warcraft before and been sorted within 24 hrs , 4 days is appalling really for a largescale mmo, im normally an eso plus sub but cant sub for few months so bought crowns, wont be doing it again

Burnum

It's now been 3 full days and still no sign of crowns. Or any response from support, which I find very concerning. I keep checking email and ticket for updates, but there is obviously no one attending to this matter. I received no response apart from an automated response, that was basically telling me to wait 24-48 hours.

When I contacted Xsolla they responded within 1 hour and confirmed that transaction went well on their end, but here I am waiting for 3 days for response from Zenimax and only getting ignored.

From what I can tell, it looks that something went wrong with ESO's transactions on Saturday when server went down.

Can I please get some response on my ticket guys? Show me that you are looking into it. This is a frustrating situation and I would like to get it resolved now.

My ticket: 160807-000358

gclifton58ub17_ESO

I finally received my missing crowns. TY ZOS.

unbiased99

gclifton58ub17_ESO wrote: »

I finally received my missing crowns. TY ZOS.

did you get any response from cs, when did you buy them, im getting peeved now, not had a response at all and no crowns since saturday

ajopulpito

Folks who have received a response from Customer Service: Do you still have your ticket number handy? Curious if anyone had one from the 160807-XXXXXX responded to, and if maybe that's another issue?

unbiased99

ajopulpito wrote: »

Folks who have received a response from Customer Service: Do you still have your ticket number handy? Curious if anyone had one from the 160807-XXXXXX responded to, and if maybe that's another issue?

160806-002175 was my original ticket on saturday, just submitted another as really getting fed up at lack of response, made me laugh it says i should get a response within 1 business day

gclifton58ub17_ESO

unbiased99 wrote: »

gclifton58ub17_ESO wrote: »

I finally received my missing crowns. TY ZOS.

did you get any response from cs, when did you buy them, im getting peeved now, not had a response at all and no crowns since saturday

The purchase that was missing was one that I bought when the login problem was happening on NA PC. I bought a pack after that (login) problem was resolved and it went through immediately. That is when I put in a ticket for the missing pack. You should check your email. Eventually, they should send you an email that you can respond to. I am sure they have more of these tickets than what are being reported on the forums. Just a matter of time till they can help you.

unbiased99

well i dont know if a cs problem but i still havent had response to original ticket, so i submitted a new one tonight and just had an answer back within an hour, basically says someone looking into it and sorting, but its not a stock response, so i wonder if there are problems with cs tickets from saturday also??


And now just to add, I've had another email and it's been sorted and crowns added to my account, definitely seems to me that there is a problem also with tickets submitted on Saturday,this took about 90mins with this one yet other I never even got a response, even to say someone looking into it from Saturdays ticket