Why am I not allowed to connect to Support?

AncientEldar

I am trying to connect to the support account. I know both my username and password, but I get an authentication failure error when I try to connect to support via the https://help.elderscrollsonline.com/app/utils/login page. If I click on "Forgot your UserID?", then I receive an e-mail with my game account's UserID (but I need to log in to support). If I click on "Forgot your password?" and fill in the form, then it resets the password of my game account (but I need to log in to support). I would like someone to verify why I am not allowed to do so.

My question: Could someone give me access to my own support account, please?

Suggestion for handling support account creation/recovery:
It would be great if someone could make it so that the game account and the support account are joined together, so that it is easier for players to ask for help when they need it. This is outside of the scope of my current need, though. Also, it would be even better if there were buttons for "Forgot your SUPPORT UserID?" and "Forgot your SUPPORT password?" that get displayed when one fails to log in to their support account. Failing to log in to account X and then clicking a reset password button only to find out that you are resetting the password for account Y is counter-intuitive.

AardvarkChips

That's very similar to the problem I had, when I tried to get into support, before. I wasn't able to do repairs, and even ended up having to re-download and reinstall a few times. I'm glad you got yours fixed.

My understanding of it is that the game, the support site, and the account tab all use your game login and password, while this forum uses its own separate password. I'm not sure why. I say it's linked mainly because when I was able to sign in, I saw things that I'd reported in-game, showing up on the support page. Sorry I don't have better answers, just remembering things I went through last time I had trouble.

ZOS_DaryaK

I'm so sorry for the late response to this question. Your log in credentials for support and your account are identical to your game log in. You have one ESO account. The only log in that is different is your ESO forum account.

You should not be getting that error, I'm sending this up for investigation.

@AncientEldar, if your sister is still having trouble with ESO, please let me know by sending me a PM.

AardvarkChips

I had a similar problem. The game and support are joined. If you use /bug for example, your in-game reports will appear on the support forum. You use the same user name and password that you do to log into the game to play.

What I learned, at the end of that entire circus, was that it doesn't like firefox. If you're a firefox user, try using ie (I know, I know) or something else, to access. Let me right in, when I switched browsers.

Rohamad_Ali

Yes someone else reported this too . Maybe @ZOS_DaryaK knows how to help .

AncientEldar

Thanks for the replies so far guys. Here is some additional info:

1. I was using Chrome to attempt to log in to Support. I have also tried to do it by using Edge, with the same result. The login system should not be browser-dependent.

2. I usually report issues with /bug. In this case, however, I was trying to report an issue where the game launcher on my sister's computer would not even let her get into the game. There is an error message pop-up that says it's not able to get the latest patch information and the "Play" button is missing.

We tried:
- assigning her computer a different IP
- restarting the launcher
- restarting the OS
- repairing the install (via the launcher)
, but none of these worked. She uninstalled the game and we are now waiting for it to be installed again.

3. The game is working perfectly on my computer. I was able to download the latest patch. I got the "PATCHMANIFESTERROR_DOWNLOADFAIL" error , ran "Repair", and it got fixed.


(Unrelated?) Side Note: I am starting to believe that all the patch download issues that I am seeing are maybe caused by Windows 10 updates going on at the same time. Windows 10 updates seem to have mysterious interactions with the router, and they are causing several games' update process to fail until the OS is restarted and its own update process is completed.



AadrvarkChips or others: Could you explain in more detail what credentials one should use when trying to log in from https://help.elderscrollsonline.com/app/utils/login, please? Should I use my game account, or my support account? I am hesitant to believe that the game and support accounts are truly linked: If I log in to my game account from https://account.elderscrollsonline.com/, and then click Support at the top, it does not realise that I am already logged in.

Sereliel

ZOS_DaryaK wrote: »

I'm so sorry for the late response to this question. Your log in credentials for support and your account are identical to your game log in. You have one ESO account. The only log in that is different is your ESO forum account.

You should not be getting that error, I'm sending this up for investigation.

@AncientEldar, if your sister is still having trouble with ESO, please let me know by sending me a PM.

I am also having issue with logging into support. I can log into game fine but I can't log into this site.
https://help.elderscrollsonline.com/app/home?region=us
It says ID or password is wrong
Edit : Also how do you send a PM on this forum

AncientEldar

After reinstalling the game, my sister is now able to run and play it.

AardvarkChips and ZOS_DaryaK's posts answered my question in regards to which credentials should be used to log in to the support page, but the login functionality is currently broken. Once it gets fixed, that sounds like it would also solve Sereliel's login problem.