PLEASE READ BEFORE POSTING: Common Questions and Answers

ZOS_Bill

Greetings Everyone,

This thread has been created to help organize and make it easier to find answers to specific questions you may have. Below you will find links sorted into different categories and subjects. Clicking on the link will take you to that specific section where you can find a list of common questions from our help site which may help resolve an issue you are having.

1. Getting started with Morrowind
2. Account and ESO Plus Questions
3. System Requirements
4. Download and Installation Issues
5. Launch Issues
6. Login and Loading Issues
7. Connection Issues
8. Game Crashes
9. Contacting Support

ZOS_Bill

Getting started with Morrowind

Here are a few common questions or issues you may have about purchasing or upgrading to Elder Scrolls Online: Morrowind.

Can I upgrade my existing ESO account to The Elder Scrolls Online: Morrowind if I buy the physical Collector’s Edition?

• Yes. If you have an existing ESO account and would like to purchase a physical copy of The Elder Scrolls Online: Morrowind Collector's Edition, the Collector's Edition code, including Morrowind, can be applied to your existing game account. If you have a Steam-linked account, you will need to log into your ESO account page (you can do so using the "Sign in through STEAM" option) to apply the code at launch.

Can I purchase The Elder Scrolls Online: Morrowind in the Crown Store?

• No. The Elder Scrolls Online: Morrowind is not a DLC game pack and is not available in the Crown Store. You can purchase a physical copy of The Elder Scrolls Online: Morrowind from retail stores and a digital version online (The Elder Scrolls Online Store, Steam Store, Xbox Store, PlayStation Store). If you already own ESO, you can purchase the ESO: Morrowind Upgrade or the ESO: Morrowind Collector’s Edition Upgrade from online stores.

Will I get access to The Elder Scrolls Online: Morrowind as part of my ESO Plus membership?

• No. ESO Plus membership will not grant you access to The Elder Scroll Online: Morrowind content. If you already own ESO, you can purchase the ESO: Morrowind Upgrade or the ESO: Morrowind Collector’s Edition Upgrade from online stores (The Elder Scrolls Online Store, Steam Store, Xbox Store, PlayStation Store).

Why do I get an error stating “You do not qualify for this product” when trying to buy The Elder Scrolls Online: Morrowind from the ESO Store?

• If you receive an error stating "You do not qualify for this product", you may be attempting to purchase the The Elder Scrolls Online: Morrowind Digital Upgrade without owning the base game first. You will need to either purchase ESO's base game first or the Morrowind Digital Edition (the Digital Edition includes both the base game and Morrowind). If you are attempting to purchase The Elder Scrolls Online: Morrowind Digital Edition and already own the base game, you will receive this error and will need to purchase the Upgrade instead.

When The Elder Scrolls Online: Morrowind launches, do I have to play through the base game before I am able to play the new content?

• No. You are able to travel to Vvardenfell and begin the ESO: Morrowind content at any point in your adventures. You do not have to complete the main story or any part of the base game first.

Does my character have to be a specific level to play The Elder Scrolls Online: Morrowind content?

• No. Thanks to the One Tamriel update, zone level restrictions no longer apply throughout Tamriel. This will include Vvardenfell in The Elder Scrolls Online: Morrowind, so you do not need to be a specific level in order to play and enjoy the new content.

What is included with the Elder Scrolls Online: Morrowind?
You can click the links below to learn more about what is included in each edition of The Elder Scrolls Online: Morrowind.

• What is included with The Elder Scrolls Online: Morrowind Standard Edition?
• What is included with The Elder Scrolls Online: Morrowind Upgrade?
• What is included with The Elder Scrolls Online: Morrowind Collector’s Edition?
• What is included with The Elder Scrolls Online: Morrowind Collector’s Edition Upgrade?
• What is included with The Elder Scrolls Online: Morrowind Digital Collector’s Edition?

ZOS_Bill

Account and ESO Plus Questions

Below you will find links to commonly asked questions regarding account setup and ESO Plus.

Account Creation and Related Issues:

• PC/Mac - How do I create an account for The Elder Scrolls Online: Tamriel Unlimited on PC/Mac?
• Xbox One - How do I create an Elder Scrolls Online account on Xbox One?
• PS4 - How do I create an Elder Scrolls Online account on PlayStation 4?
• How can I appeal a ban on my ESO account?
• What should I do if I believe my ESO account has been hacked?

Steam Linking:

• Can I link my existing Elder Scrolls Online account to my Steam account?
• How do I link my new Steam version of The Elder Scrolls Online to my existing ESO account?

Username, Password, and Email:

• What should I do if I forget my username or my password?
• How do I change my Elder Scrolls Online email address?
• What do I do if I don’t have access to my ESO game account e-mail and can’t log in?
  

ESO Plus:

• What is ESO Plus?
• How do I get ESO Plus membership on PC/Mac?
• How do I get ESO Plus for my Steam version of The Elder Scrolls Online?
• How do I buy ESO Plus membership on Xbox One?
• How do I buy ESO Plus membership on PlayStation 4?

ZOS_Bill

System Requirements

What are the system requirements for The Elder Scrolls Online on PC / Mac?

PC Minimum System Requirements:

Operating System: Windows 7 32-bit
Processor: Intel® Core i3 540 or AMD A6-3620 or higher
System RAM: 3GB
Hard Disk Space: 85GB free HDD space
GPU: Direct X 11.0 compliant video card with 1GB RAM (NVIDIA® GeForce® 460 / AMD Radeon™ 6850) or higher
Sound: DirectX compatible sound card
Internet: Internet Broadband Connection

PC Recommended System Requirements:

Operating System: Windows 7 64-bit
Processor: Intel® Core i5 2300 or AMD FX4350
System RAM: 8B
Hard Disk Space: 85GB free HDD space
GPU: Direct X 11.0 compliant video card with 2GB RAM (NVIDIA® GeForce® GTX 750 or AMD Radeon™ HD 7850) or higher
Sound: DirectX compatible sound card
Internet: Internet Broadband Connection


Mac Minimum System Requirements:

Operating System: OS X 10.9
Processor: Intel® Core i3 540 or higher
System RAM: 4GB
Hard Disk Space: 85 GB free HDD space
GPU: AMD Radeon™ 5870 (1GB of VRAM) with OpenGL 4.1;
Internet: Internet Broadband Connection

Mac Recommended System Requirements:

Operating System: OS X 10.11
Processor: Intel® Core i5 2500S or higher
System RAM: 8GB
Hard Disk Space: 85 GB free HDD space
GPU: AMD Radeon™ HD 7870 or higher with OpenGL 4.1.
Internet: Internet Broadband Connection

*A persistent internet connection is required to play.
**System requirements are subject to change over time.

ZOS_Bill

Download and Installation Issues

Here are a few issues you may encounter when trying to download or install the game. Each link will take you to our help site for troubleshooting that may help resolve the problem.

PC and Mac:

• Where can I download The Elder Scrolls Online?
• What do I do if I have an issue downloading and installing The Elder Scrolls Online on PC/Mac?
• What do I do if I am having trouble downloading The Elder Scrolls Online on Steam?
• What do I do if I get Error 210 "PatchManifestError_DownloadFail" when trying to download The Elder Scrolls Online on Windows?
• What should I do if I receive the error message "DownloadError_InvalidMetafile " when downloading the latest ESO game update?

Xbox One:

• What do I do if I am having trouble downloading and installing The Elder Scrolls Online on Xbox One?

PS4:

• What do I do if I am having trouble downloading and installing The Elder Scrolls Online on PlayStation 4?

ZOS_Bill

Launch Issues

Here are a few issues you may encounter when trying to launch the game on a PC or Mac. Each link will take you to our help site for troubleshooting that may help resolve the problem.

PC and Mac:

• What should I do if The Elder Scrolls Online Launcher is stuck loading?
• What do I do if my ESO launcher is stuck on loading after upgrading to Windows 10?
• What do I do if ESO is stuck at the "Preparing to start" message when trying to launch it on Steam?
• How do I repair the game files for The Elder Scrolls Online?
• What do I do if I get Error 209 "PatchManifestError_VersionFail?"
• What do I do if I get "Fatal Error 6," "Fatal Error 11," or "Fatal Error 12" when I click Play in the ESO Launcher?

ZOS_Bill

Login & Loading Issues

Here are a few issues you may encounter when trying to log into the game or just loading in. Each link will take you to our help site for troubleshooting that may help resolve the problem.

Login Errors:

• Why am I receiving a "Your login information was incorrect" message when attempting to log into the game on PC/Mac?
• What do I do if I get a "Login Failed" error when attempting to log in on my console?
• What do I do if I get an error stating "Login Error: Login Timeout" when logging into The Elder Scrolls Online?
• What do I do if I receive an Error 201 "Login service has failed" error?
• What do I do if I get an error stating "Authentication service 200 error login service has failed"?
• Why do I get "Login Error: Error 301" when attempting to log in to the game?

Access Code Problems:

• What do I do if I am not receiving the access code e-mail or am having issues with the code itself?

Character Issues:

• When I logged in to the game, all my characters were missing! What should I do?
• Why is my ESO character select screen not loading?
• What do I do if I my ESO character can't load into a zone?

Xbox One Loading Issues:

• What do I do if I am stuck on the ESOTU title screen on Xbox One?

PS4 Loading Issues:

• Why is The Elder Scrolls Online stuck at 79% when trying to load on PlayStation 4?

ZOS_Bill

Connection Issues

Here are some steps you can take if you are running into connection problems with the game. Each link will take you to our help site for troubleshooting that may help resolve the problem.

Basic Connection Troubleshooting:

• What ports do I need to open for The Elder Scrolls Online?

Unable to Connect:

• PC/Mac - What do I do if I get an error stating "Unable to connect to game server. Please make sure you have a valid internet connection" when trying to connect to The Elder Scrolls Online on PC/Mac?
• Xbox One - What do I do if I am disconnected on Xbox One with the error message "Unable to Connect to Server. Please Check Your Internet Connection"?
• PS4 - What do I do if I keep getting disconnected on PlayStation 4 with the error message "Unable to Connect to Server. Please Check Your Internet Connection"?

ZOS_Bill

Game Crashes

Here are some various problems that may arise where the game crashes. Each link will take you to our help site for troubleshooting that may help resolve the problem.

PC & Mac:

• What do I do if ESO is crashing with the error "ESO has stopped working"?
• What do I do if ESO is crashing with a black screen after I press Play?
• When playing ESO on Windows 10, the game crashes without an error message. What do I do?

Xbox One:

• What do I do if The Elder Scrolls Online is crashing on Xbox One?

PS4:

• What do I do if The Elder Scrolls Online is crashing on PlayStation 4?

ZOS_Bill

Contact Support

If you’re still experiencing an issue with ESO, please follow these basic rules before posting a question or contacting Customer Support. This will ensure you are able to get help as fast as possible:

1. Search our Knowledge base: This is the best way to find the solution to your issue
2. Search our forums for your issue.
3. Ask a question in the proper Help Forum – Please allow some time for the community to answer.
   
   • PC
   • Mac
   • Xbox One
   • PlayStation®4
   • General Help
4. Finally if none of the above worked, you can contact our Customer Support. Please be thorough in your report and give as much detail as you can.

Our support agents hours of operation are as follow: Monday to Friday from 9:00am to 10:00pm EST.

Here are some additional resources you may find helpful:

• Web Assistant
• What do I do if I can't log into the ESO support portal?
• How do I contact support in-game?
• How do I contact The Elder Scrolls Online Customer Support on consoles?
• Game Performance Terminology