Character Disappeared ( Awaiting ZOS Viewing )

VipA

I need help , seriuos help from a zenimax worker please.
My character as vanished from my account totally.
What is this ?
Been playing for nearly 2 years now on and off ercause of work and family commitments and he was CP 301.
I even subscribed to eso plus Tuesday
When game loads it just takes me to new character selection and I havnt deleted it my self even my wife and daughters characters have gone aswell.

Saturnana

:O that sucks man. Never heard of entire characters just disappearing, hope this gets solved for you! Did anything change around your ESO copy, other than you getting a subscription? Did this happen right after an update/patch for instance? Also I'm assuming your wife and daughter are just as bummed as you are, and it's not an accident on their end?

I think you'd get a faster response by creating a ticket, but tagging @ZOS_GinaBruno @ZOS_JessicaFolsom just in case.

VipA

How do I create a ticket on the forum can ypu help me please because I know how to do it through game but dont wanna be creating a new characyer to do it incase it messes the process up of retrieving the old characters.
Cheers

VipA

Too be fare to my wife n daughter they dont play it they just haf characters made up on there but theyve vanished aswell.
only thing that has changed is my wife has changed card details for the xbox has she lost her old one.
But that was after the subs ripyion on tuesday....

VipA

My spellings gone atrocious due to quick typing and thick fingers with the added fear/fury sorry.

Saturnana

You'll need to log in to Support, actually, which is the right-most link in the upper banner of this website:
https://help.elderscrollsonline.com/app/home?region=UK

From there the login page (which is apparently unclickable for some so I'll post the url for you as well :P) is here:
https://help.elderscrollsonline.com/app/utils/login

Once logged in you'll be able to create a ticket and provide all necessary info.
Since it's weekend now I highly doubt mods/devs are checking the forums, so for fast help a ticket would be your best bet.
You can track progress and provide additional info throughout the process as well.

VipA

Thank You Insane I had just clicked @GinaBruno and left a message that way but going to follow your direction now.

Sarturias

Please look if you are logged in to the wrong server. maybe you play on eu and accidently logged in to the us server. you can change the server in the loggin screen

Saturnana

VipA wrote: »

My spellings gone atrocious due to quick typing and thick fingers with the added fear/fury sorry.

No need to apologize! Understand completely.
I'd be tripping in your situation, probably.

Just logged into support myself to see where you'd need to go.
On the 'homescreen' you'll see a section called 'Ask for Help' with the link "Web Assistant" underneath.
Click that and select your platform. Then choose for 'in-game' support, with the subcategory 'character issues'.
'Deleted character' should be one of the options, that's the one you need.

Saturnana

Sarturias wrote: »

Please look if you are logged in to the wrong server. maybe you play on eu and accidently logged in to the us server. you can change the server in the loggin screen

I have no experience with this as I launch through Steam, but if that's an option then it's worth checking out as well!

VipA

Nope correct server , I'm in UK never played on US Just EU XBOX ONE

VipA

Just put in the ticket with character issue.
Explaining maybe it was because 2 days after my wife bought eso plus for me she had to cancel her lost card and get new details. This is the only explaination I could think it was.
Been making kids dinner , Thanks anyway Insane much appreciated , I hope its resolved.

VipA

Thank you for contacting The Elder Scrolls Online Team!

Under certain circumstances, we are able to restore deleted characters.

If you have not already told us, we will need to know the following information before attempting to restore your character:
• Deleted character name, race, class and level
• UserID associated with the ESO account
• E-mail address associated with the ESO account
• Platform (PC/Mac, XB1, PS4)
• Megaserver (NA/EU)

Please be advised that there is a risk of your bank being deleted when a character is restored. As such, if you would like to proceed with the character restoration, please make sure to move your bank items out of your bank before we do the restore as we are not able to replace these lost bank items or gold if the items disappear.

In addition, we ask that you refrain from creating new characters with the same name as the deleted character (this can hinder the restoration process) and that you have at least one empty character slot for the restored character.

If you would like to proceed with this restoration, let us know if you have your bank emptied, at least one open character slot, and provide the information above so we can attempt the character restoration.

If you have any questions or concerns, please feel free to contact me again.

Warm Regards,
The Elder Scrolls Online Team

Customer By (Joseph Young) (04/22/2017 08:16 AM)

Vip'A
High Elf
Nightblade
CP301

VipA

More help needed please
This is an automated response
I emailed back stating I wanted to proceed
I even put in a new ticket quoting former ti ket number saying I want to proceed even if I have to lose my eso bank items but that just gives me another automated message asking me to proceed again.
Am in going round in a loop here or what

obviously I have left out my email on here for privacy reasons but quotes that and everything they needed to know

VipA

@GinaBruno
@ZOS_JessicaFolsom

Please help ZOS I want to play Wrothgar

Original Ticket : 170422-001360
Ticket Number wanting to proceed : 170422-001514

Praying !

Saturnana

VipA wrote: »

Just put in the ticket with character issue.
Explaining maybe it was because 2 days after my wife bought eso plus for me she had to cancel her lost card and get new details. This is the only explaination I could think it was.
Been making kids dinner , Thanks anyway Insane much appreciated , I hope its resolved.

You're welcome!
I know of people who got very quick responses on their tickets but since it's the weekend it may take a bit longer.
Would not recommend creating any more tickets on top of the ones you already have, it will only slow you down really.

Hope this gets resolved soon for you

VipA

I know but it did ask me to respond for them to proceed so didnt know how yo respond as it was an automated message
and at the bottom it said awaitong customer response.
So replied via email but thought maybe they wont get it cas it was automayed thats why I put in the extra ticket quoting former ticket number.
Only way I could think of telling them I wanted to proceed.

"Hope this gets resolved soon for you" ....me too
Thanks for the help once again

Saturnana

Mhm there should be a textbox or something in/under your initial ticket (you can open them from your Account Overview in support) where you can leave additional info. If that doesn't work or it isn't there then I suppose another ticket is the only other way to go about it. (;

VipA

Just found and replied additional information via account overview , cheers

VipA

SOLVED I'M IN

For the Dominion

A Massive Thank You ZOS

VipA

Special Thanks to Insane for all the help with information You Sir/Ma'am are a shining star

Saturnana

You're very welcome!
Glad to hear it got resolved.

FOR THE QUEEN!!