Bought the Imperial Edition Digital Download... can't log in. (SOLVED)

misslilamaeub17_ESO

Six hours for me. At this point it appears they've stopped updating this topic (across the half dozen threads I'm tracking) altogether.

vecsusb14_ESO

add me to the list of people with the exact same problem. quite unhappy about this mess

themattmorrisb14_ESO

4 hours here

scottius_ESO

They posted something on Facebook 30 minutes ago, but it's the same as we've heard. "We are aware that some of you who purchased the Imperial Edition from our store today are not able to log into the game and participate in Early Access. We are currently working on a fix, and hope to have you in Tamriel soon! You do not need to contact Customer Support; we will fix your account automatically. Thanks for your patience!"

badnuke2001

Same problem. But I didn't buy it on their website, because it wouldn't take my address (which has a "#" in it), so I bought it via Amazon and redeemed the code on the Bethesda site.

{edit to add} I can only assume it has recognized my account as "Imperial" because I have the unique items in the mail, and have made cross-faction regular and Imperial characters.

Laplace

scottius_ESO wrote: »

They posted something on Facebook 30 minutes ago, but it's the same as we've heard. "We are aware that some of you who purchased the Imperial Edition from our store today are not able to log into the game and participate in Early Access. We are currently working on a fix, and hope to have you in Tamriel soon! You do not need to contact Customer Support; we will fix your account automatically. Thanks for your patience!"

Slightly good news. But that's one day of early game access down the drain for a good portion of players.

android_bowno_ESO

Same issue here. I bought the Early Access as soon as it was offered for sale. It shows me having it on my profile but still refuses to let me in. Writing a ticket now as we speak.

themattmorrisb14_ESO

My roommate just pre-ordered the exact way that I did and was instantly able to get into the game... How much longer for a fix for those of us that ordered earlier today?

scottius_ESO

Should we just pre-order again and can we get a refund for the botched one?!

Jayshua

scottius_ESO wrote: »

Should we just pre-order again and can we get a refund for the botched one?!

I was wondering that too!

scottius_ESO

joshmiller83 wrote: »

scottius_ESO wrote: »

Should we just pre-order again and can we get a refund for the botched one?!

I was wondering that too!

Well this rant must have worked. My accounts just showed "early access"!

Jayshua

Yeah my wife and I purchased 7-8 hours ago and still nothing. Multiple support requests and phone calls and they say they can do nothing and they won't manually add the game codes for us. Very frustrating not being able to play a game we paid for.

Phyrexiah

They have fixed our accounts. Just keep checking everyone!

Laplace

I got an email asking me to rate customer service when I have neither heard back from them, nor can I even look at my billing history due to a 500 error.

EDIT: Oh, hey, it's working. I couldn't look at my billing history, but I was finally able to log into the game for the first time.

Thank you, devs.

Davulture24

Its been 8+ hours since sending in a ticket about this issue and I finally just received my first response from them... a "Survey" asking how my experience was... are you kidding me!?!

I get that they are attempting to resolve, but any decent customer service department should send out an email at least telling us they are aware and "appreciate your patience."

* Finally just received access... keep trying folks! GL

Laplace

@Davulture24, I had the exact same reaction to the survey. Now I feel bad about my nasty, snarky response to it.

CoUsT

My problem still isn't fixed.

They maybe fixed problems with early access when you buy game from the store. But I redeemed my code month ago and I have "Beta Access" only under "Account Status". Nothing changed for 24 hours.

ZOS_MichelleA

Hello, @CoUsT. You are about to receive a PM about this issue.

Sirbleys_ESO

CoUsT wrote: »

My problem still isn't fixed.

They maybe fixed problems with early access when you buy game from the store. But I redeemed my code month ago and I have "Beta Access" only under "Account Status". Nothing changed for 24 hours.

I feel your pain. I just watched 2 friends preorder and log right in..meanwhile I'm still sitting at beta access only because my account doesn't reflect my preorder from eso website. Has left a very sour taste.. I'm thinking I will call in the morning and cancel the preorder.

CoUsT

Sirbleys_ESO wrote: »

I'm still sitting at beta access only because my account doesn't reflect my preorder from eso website. Has left a very sour taste.. I'm thinking I will call in the morning and cancel the preorder.

I redeemed my code 26/02, that's more than month ago. I still have only Beta Access under "Account Status"!

I think it is a little misunderstanding. I redeemed code. I didn't bought it yesterday/today. People reports that they bought game but didn't received early access. My scenario is a bit different, but similar.

We all don't have "Early Access" info under our "Account Status", however I redeemed code month ago.

bellex1

I brought my game from the eso website on the 28th of this month but my account is not showing the purches although i have an email with the purches confirmation.
When i try to log into the game it just says my login info is incorrect eventhough my login info works for my account on the website.
I have been waiting 20 hours now and still i have herd nothing from the support team.
I want to know what they are going to give us for lost time that i paid for.

CoUsT

I still can't login to the game.

To ZOS: Can you call me, please? I think it's the only way we can fix it... Because it looks like you still don't know what's going on.

cook_nation

Um I'm getting the same issue.. I got that survey thing but nothing else after that, maybe posting something on here might help

Kazzari

Same here, bought the imperial version from the EOS website through Paypal.
My account only shows beta access, Paypal says the transaction is still pending - for over 9 hours now !!
It shouldn't take this long for the accounts to be updated!

CoUsT

Cool! Finally I'm able to play! After 25 hours BUT I CAN!

They needed proofs that I bought the game, from what retailer I bought game, after 30-60 minutes "Early Access" appeared under my Account Status. And this was the issue.

Be sure to check your "Account Status"!

reggiekisb14_ESO

I really don't understand how this thread is marked solved. a Twitter comment linking you to a Facebook status is not solving these issues. I am currently still encountering the same issue. I pre-puchased the game for my son and I, using the same credit card both charges are on my statement. His account has access. He has been playing since yesterday. Me on the other hand the Account/Password fiasco is still going on. I placed a ticket to receive a return phone call to correct this matter. I have recently received 2 emails with my ticket details asking me for completely different account details. I do not feel comfortable giving this info thru emails, which is why i wanted a return phone call. If it is a staffing problem on a Sunday, then don't launch early access on a Sunday when you will not have staff to correct the matter. I am currently upset that I have been charged $80 and the confirmation emails worked to charge me but access to the game is still not able to work.

iKandiman

@ZOS_MichellA Still not able to log in due to OTP non-emailed code issue. Received a stock help desk email that I would be getting a call. Posted available times to receive and have not heard back. This doesn't seem to be a difficult fix- a button selection on your mail servers/OTP configuration to spit out codes and send off to legitimate email addresses. Addresses which have no problem receiving responses from tickets but not able to receive OTP codes.

Sirbleys_ESO

Still no resolution for my issue either, just multiple emails asking if i still have the issue.. lol.

Took the time to confirm with my bank this morning that everything was approved and the $79.99 was removed from my account, so the issue is on EOS side.

Ive been checking account status about once an hour since early morning yesterday and still remains 'beta access' only. So im basicly at the point of having the money taken from me but not recieved any product in return.

If i get one more email asking me to contact them if my issue is still unresolved...im going to contact the bank and reverse the payment.

reggiekisb14_ESO

Bump

Poxs

smithc wrote: »

Hey Laplace,

I have the exact same issue as you.

Purchased the imperial digital edition from the Elder Scrolls online store, got a confirmation email, checked that my credit card account has been charged the $79.99.

But like you, my account status only shows "Beta Account", and my billing history under the account section of the site doesn't reflect my purchase.

When I played Beta, I used one E-mail address and when I pre-ordered the game and got the early-access key, I used a slightly different e-mail account (the first being my garbage collection e-mail and the second being my private e-mail).
I can log into either account and see that the Beta shows that I was authorized to log into the Beta servers and the other account shows that I was authorized early access.
I tell this simply so that if you, too, have multiple e-mail addresses, make sure that you are using the correct one that you registered with your pre-order key.