Access Code not arriving/account break-in

Turtilla

I am writing on behalf of a friend of mine, who used to play under the name of @Arianaya. Recently she's been unable to log onto the website and into the game, with the access codes not arriving to her usual e-mail. She fears her account may have been broken into and e-mail changed. She's submitted a ticket to the support but hasn't heard from them in the last ~24h. Has anyone here ever had a similar problem? Is there hope for her to recover the account? Thanks in advance for all the help

idk

She likely received an auto-response which she needs to reply to. Beyond that Zos would need to check some things. They cannot just grant access to someone who says it is their account or that would become a great way to hack an account.

@ZOS_BillE may be able to help. Good luck to them.

Of note, people need to be careful and wise with their passwords. Someone needs to gain access to your email to gain access to your game. That means both passwords need to be very different. Also, changing passwords often, especially when a data breach makes the news, it a good policy.

The only person I know who has their ESO account hacked thought their password was a good password because they had used it for years in WoW (and probably their email and more).

ZOS_Bill

@Turtilla

Do you know your friends ticket number?

You can post it in this thread so we can take a look into what is happening.

Turtilla

@ZOS_BillE thanks! My friend didn't save the previous ticket numbers (usually they arrive to your mail address... well, they don't to hers, and that's one of the issues). She submitted a second one now, and this is its number (or what she forwarded to me):

"Your Ticket Has Been Submitted
Thank you for submitting your ticket. Your reference #:200312-003140"

Turtilla

She has also noted that to prove her ownership of the account she has the prior receipts, the detail of the card that was used to pay for her ESO+ subscription, etc.
If the ticket she submitted isn't enough, please tell me how she should proceed about recovering the account, or if it is highly unlikely that she ever will.

ZOS_Bill

@Turtilla

I've sent you a PM with an update regarding your friend's ticket.