I'm trying to start the game on my new computer after a few months of inactivity...

danamali · October 2017

...and I get a message saying I need an active account. I have followed the steps to acquire a new password with my name, last name, and secret question's answer but the activation email never arrives. I have opened a ticket but sofar have not received a reply. I purchased my game through instant gaming, redeemed the code on the TESO web page and have tried opening it directly through the launcher and through Stea;, in both cases I get the same error: active account required to play.
What can I do? Help!

ZOS_Bill · October 2017

If you are having issues with not receiving the one-time access code, you should follow the steps below:

Add noreply@mail.elderscrollsonline.com to your list of approved e-mail senders.
Check your spam or junk mail folders.
- If you are using Gmail with the Inbox categories feature, also check your Social folder.
If you are using a firewall or anti-virus, temporarily disable them before requesting a new code.

Please let us know if this allows you to receive the email and get your account activated.