72 Hours Has Passed But My Crowns Has Not Arrived Yet

Rontabs77

Hello All,

Apologies but I have to discuss this here in the forums as 72 hours had passed.

Has anyone experienced not receiving crowns that one has purchased or the alloted crowns for being a subscriber?

The following is my purchase history in Steam and I have sent this image to customer support:



The following is customer support's reply before I had sent the above image:



My problem is that I haven't received the crowns that I should have received on my Dec 1 purchases.

Could be glitched due to the imrpomptu maintenance on the same day, but still, Is it really this hard to get something that one had worked hard to pay for?

Best regards,
Rontabs77

Ruinhorn

Get ready, a hot-fix-crown-store-patch-for-Rontabs77 incoming. Don't worry, your Crown Store related problem will be solved really very soon.

I think support is right. You should get crowns immediately as you bought them. And seems it is Steam problem like troubles with logging in. Try to make a contact with Steam support and show CS answer.

Tandor

Agreed, this looks like a Steam issue, not a ZOS one.

BoraxFlux

Hi Ron,

I got a similar problem after the patch. Payed via IDEAL.
Went to STEAM-help first, they gave me the following advice:



Hey there,

I have taken a look and our records show the transaction was successful. It is possible that there is just a delay in the servers. However if the purchase is missing in-game, you will need to contact the game’s support department directly. They can verify the status of your purchase and add the missing content if there has been an error.

Be sure to include the Steam Transaction ID as proof of purchase:
Navigate to Steam Help and log in with your Steam account.
After you have logged in, click on Purchases.
Find the in-game purchase and click on it to view your receipt. The Transaction ID is included in the purchase details.

You can reach The Elder Scrolls Online support by using the information from the Official Support section found here.

If they are unable to correct the issue, please provide a copy of your communication with them in your next response.

Thanks for using Steam
Nick


Also: is your STEAM account linked with your Elder scrolls account?
I'll check what ESO HELP said what they needed to verify the purchase at put that in another post.

BoraxFlux

As a forum-noob I don't know how to edit my posts (or don't have permission yet).
My advise would be following the request of the ESO support service in any case: copy the feedback you got and contact STEAM help.
ESO support suggests the cause might be on the STEAM-side.

BoraxFlux

Underneath my history with the Crowns issue, hope it helps to see the progress and get an impression of what lies ahead of you.
Communication string truncated (polite intro's & outro's, names and personal details)

22-10 Me:
The crowns I bought are not visible in the crown store of Elder Scrolls Online, usually they show up right after the purchase, what is causing the delay? And can it be solved?

23-10 STEAM-help:
I have taken a look and our records show the transaction was successful. It is possible that there is just a delay in the servers. However if the purchase is missing in-game, you will need to contact the game’s support department directly. They can verify the status of your purchase and add the missing content if there has been an error.
Be sure to include the Steam Transaction ID as proof of purchase:
Navigate to Steam Help and log in with your Steam account.
After you have logged in, click on Purchases.
Find the in-game purchase and click on it to view your receipt. The Transaction ID is included in the purchase details.
You can reach The Elder Scrolls Online support by using the information from the Official Support section found here.
If they are unable to correct the issue, please provide a copy of your communication with them in your next response.

23-10 Me:
I bought [x] Crowns via Steam, please find the transaction details and the reaction of Steam support below. The Crowns didn't came trough in the Crown store, Steam says the transaction on their side was succesfull. Can you resolve this please?
I Bought the Crowns to purchase [name of purchase]
[added transaction details]
[added response from STEAM-help on 31-10]
[added my ESO ID]
[added item name of the purchase]

25-10 ESO Support team:
We are very sorry that there has been a delay in receiving the crowns from your purchase or monthly ESO plus crowns allotment.
In order to receive your crowns we recommend the following troubleshooting steps:

• Log out and back into the game.
• Check your bank statement to make sure the payment has been made. Sometimes your bank or other financial institution can take longer to deliver the funds which can result in the delay you are seeing.

Please note: in some cases, crowns can take up to 24-48 hours to be delivered due to constraints from transaction processing by financial institutions
If the amount of crowns you are owed is not displayed or is still incorrect after 24 hours has passed, please feel free to reply to this email so our support team can look into it further.

27-10 Me:
I've checked my bank-account for the last time a few moments ago, the payment has been made and not cancelled nor returned to my bank-account.
Still the [x] Crowns have not arrived in game.
I did bought [name of purchase] by buying new crowns and it worked fine this time. But I'd still like to receive the [x] Crowns I bought.
Can you resolve it please?

29-10 ESO Support team:
If you purchased Crown Packs on Steam, but do not see them in game, you should ensure that you have linked your Steam and ESO accounts and that you have logged in using the Steam client.
If you are playing on the EU Server and recently linked your Steam Account, it is possible that it did not properly link. We recommend logging in briefly to the North American server, which should complete the link if it did not link properly previously.
If this is issue is still not resolved, please send us the Proof of Purchase so we may assist you further.
For what we need to do on our end, we really need a proof of purchase from Steam. I understand that they said to send the Transaction ID. However, we are unable to find anything. When we ask for proof of purchase, we require a receipt, invoice, or screenshot showing the product transaction.
Your proof of purchase must include all information listed below to ensure we can verify your purchases with other retailers.
Your proof of purchase must include the following:

• Product name
• Date of purchase
• Purchase amount

In the case of a digital purchase, the identity of the purchaser as detailed below
Proof of purchase from the Steam store must include your Steam ID or e-mail address. Details on how to find this information are below:

• Open your Steam Client
• Click your name in the upper right hand corner
• Select Account Details
• Under "Store and Purchase History" click the link to "View Purchase History"

Once we have the information we can get to the bottom of this.
If you have any questions or concerns please let us know.

30-10 Me:
I have logged into the NA server, out and in again, played again on the EU server, waited a day but the crowns still aren't visible.
I still require your assistance.
Underneath the item name and transaction name. The transaction ID was needed according to the Steam-helpdesk as proof
[added item name]
[added transaction ID]

01-11ESO Support team:
For what we need to do on our end, we really need a proof of purchase from Steam. I understand that they said to send the Transaction ID. However, we are unable to find anything. When we ask for proof of purchase, we require a receipt, invoice, or screenshot showing the product transaction.
Your proof of purchase must include all information listed below to ensure we can verify your purchases with other retailers.
Your proof of purchase must include the following:

• Product name
• Date of purchase
• Purchase amount

In the case of a digital purchase, the identity of the purchaser as detailed below
Proof of purchase from the Steam store must include your Steam ID or e-mail address. Details on how to find this information are below:

• Open your Steam Client
• Click your name in the upper right hand corner
• Select Account Details
• Under "Store and Purchase History" click the link to "View Purchase History"

Once we have the information we can get to the bottom of this.

2-11 Me:
Can't upload the screenshots (jpeg), got one of 55KB and one of 66KB, the website issues a pop-up with "warning, you have reached the limit of files that may be uploaded". What is the maximum size of the uploads, or does the total conversation of the ticket add to that limit? If sending via this ticket system doesn't work, is there another way to get the screenshots to ESO help?
I'll copy/paste the text I got from Steam in my email, [STEAM ID] is my steam ID, maybe it helps:
[added invoice details]

02-11 ESO Support team:
Thank you for attempting to send the proof of purchase, however, we are not able to accept the proof of purchase as a copy and paste file.
Please ensure that you are sending the proof of purchase as an attachment to your email reply. The file sizes that were specified should be small enough to be sent as an attachment to your next email reply.
If you are unable to send the proof of purchase, you may wish to try a different browser.

03-11 Me:
Attaching the files helped with another browser, thanks!
Please find them underneath.
[snippets of screenshots attached]

03-11 ESO Support team:
I sincerely apologize, we are unable to accept the Proof of Purchase provided since the images have been cropped. We cannot accept screenshots that have been edited or cropped in any way. Please retake the proof of screenshot when you have a moment.
If you ever have any other questions or concerns, do not hesitate to contact us again! We'll be happy to assist you.
Thank you for your continued interest and support!

03-11 Me:
Please see attached. I do hope, this is enough to resolve it.
[screenshots attached]

03-11 ESO Support team:
Good news! I have added [x] crowns to your account. You should see them on your next log in.

03-11 Me:
Woooohooooooo!

wolf486

If you have not received your crowns (this goes for ANY reason), in game go to the help (F1), Customer Support, then Item Assistance. Select "Missing Crowns".

Usually within an hour (most of the time minutes) you will get an automated "here are tips" email. Reply to that email explaining your situation (include screenshots if you want as well). It might take a couple of emails back and forth but things should be ok.

Edit: ESO support this way seems to work better than going through their website, for some reason.

Hippie4927

Steam will tell you that they are only responsible for the billing part of buying crowns. So, if you were billed, the ball is now in ZOS's corner. Stay on them. I had it happen to me and eventually did get my crowns.

Rontabs77

Hello All,

This was CS' reply to me:



I got ticked off because the rep told me that according to 'their' system, I had received the 1,500 crowns, so this was my reply:



I apologize if I went a bit overboard with my reply, but I am an agitated customer and it seems that the company's representative is telling me that I am lying.

Best regards,
Rontabs77

Tasear

Not sure if it can help but will pass issue along.

Rontabs77

Tasear wrote: »

Not sure if it can help but will pass issue along.

Thank you @Tasear . That is truly appreciated.

Best regards,
Rontabs77

Rontabs77

Hello All,

The ESO Customer Support team and Steam Support were very helpful and I got my crowns.

If this happens to anyone else, I suggest to him or her is be patient and do the right thing.

Best regards,
Rontabs77