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. Download and Installation Issues
4. Login and Loading Issues
5. Connection Issues
6. Game Crashes
7. 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:

• 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?

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?

ESO Plus:

• What is ESO Plus?
• How do I buy ESO Plus membership on PlayStation 4?

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.

PS4:

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

If you are having an issue patching or installing ESO on PlayStation 4, you can try the following troubleshooting steps:

Power Cycle the Console
To power cycle your console:

1. Press and hold the [PS] button on your controller.
2. Turn off the PS4 with Turn Off PS4 and not "Enter Rest Mode".
3. Make sure the light goes out on the console and then unplug its power cable and wait for 10 seconds.
4. Plug the power cable back in and turn the console back on by pressing the [PS] button on your controller.

Check PlayStation Network Status
You can check the PlayStation Network Service Status here. If there are outages reported, you might experience connection issues.


Check Internet Connection
Check your PlayStation 4’s internet connection by navigating to Settings, then selecting Network and Test Internet Connection.


Forward Ports
Forward the following outbound ports on your router to ensure a connection to the PlayStation Network can get through:

• UDP Ports 3478 through 3479
• UDP Port 5060
• UDP Port 5062
• UDP Port 6250
• UDP Ports 12000 through 32000
• UDP Ports 50000 through 60000
• TCP Port 80
• TCP Port 433
• TCP Ports 10040 through 10060
• TCP / UDP Ports 24100 through 24131
• TCP / UDP Ports 24300 through 24331

For further troubleshooting help regarding downloading issues on PlayStation 4, you should contact PlayStation Support here.

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:

• 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 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?

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:

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

Unable to Connect:

• 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.

PS4:

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

If you are experiencing issues with The Elder Scrolls Online crashing on your PlayStation 4, you can try the following troubleshooting solutions:

Restart the Game
To restart the game:

1. Press the [PS] button on your controller to go to the Dashboard.
2. Highlight The Elder Scrolls Online and press [Options].
3. Select Close Application and press [X].
4. Highlight Yes and press [X].
5. To restart, highlight ESO and press [X].

Power Cycle the Console
To power cycle your PlayStation 4:

1. Press and hold the [PS] button on your controller.
2. Turn off the PS4 with Turn Off PS4 and not "Enter Rest Mode".
3. Make sure the light goes out on the console and then unplug its power cable and wait for 10 seconds.
4. Plug the power cable back in and turn the console back on by pressing the [PS] button on your controller.

Uninstall and Reinstall the Game
To uninstall a game on your PS4, follow the steps found here. Once complete, you can reinstall the game from your library or the game disc.

If you continue to experience issues, you should contact PlayStation Support for further troubleshooting here.

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