How to get ZOS customer support? So far no luck

Theignson

Has anyone had luck getting ZOS customer support, if so can you tell me how?
I lost my new arcanist companion and all his gear, it says I have to complete the quest, which I already did and had geared him up and leveled to 9. I dont want to do this all over.
I posted to forums, it was move to bug reports, I reported in game, and I reported out of game on the web site. But it has been 3 days, no response.
Any advice appreciated!

Kisakee

You need to redo the quest on every single character. Only those who completed it can use that specific companion.

jle30303

If you've lost him on your ONLY character. I would ask:

Do you PVP?

If so, Have you at any time done the PVP daily of "Kill 20 Arcanists"?

This is a notorious one right now, for bugging out and mis-setting quest and achievement flags. And there has been no response to bug reports about this, when it's actually serious enough that it really ought to be being talked about in a big way (and people who are in a bugged state ought to literally be reciving hotfixes.)

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Whereas if the problem is that you've unlocked him on a first character, but now can't use him on a second character - you have to go through the whole unlocking rigmarole again on a second character to use him on a second character, this is intentional behaviour, as stated above.

Grizzbeorn

Yup. As mentioned, Companion unlocks are per-character, just in case that might be the issue.

The only thing that stays the same across your account for a Companion are their Combat and Skill levels, and their outfit, if you choose to use an Outfit or Dye station to create an outfit for your Companion.

But they must be unlocked by each character on your account, if you want to use them on multiple characters.
And their Rapport is per-character, also. So each character you might use them with will have to level their Rapport.

I'm not sure how costumes behave with Companions because I use outfits for my Companions, instead, but since each character you use a Companion with will also have to set a mount for your Companion (if you want them to use one),
I imagine costumes would work the same way, since they, like mounts, are Collectibles.

freespirit

You have checked you haven't received an email from CS?

The first response is always an auto-generated email and usually arrives pretty quickly, you need to reply to that and only to that, otherwise you will end up with multiple different tickets and get nowhere. Keep replying until you get a human, stating your issue in each reply.

If you know your ticket number post it here and tag a moderator to help you discover what you need to do.

Theignson

jle30303 wrote: »

If you've lost him on your ONLY character. I would ask:

Do you PVP?

If so, Have you at any time done the PVP daily of "Kill 20 Arcanists"?

This is a notorious one right now, for bugging out and mis-setting quest and achievement flags. And there has been no response to bug reports about this, when it's actually serious enough that it really ought to be being talked about in a big way (and people who are in a bugged state ought to literally be reciving hotfixes.)

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Whereas if the problem is that you've unlocked him on a first character, but now can't use him on a second character - you have to go through the whole unlocking rigmarole again on a second character to use him on a second character, this is intentional behaviour, as stated above.

Yes, I did the 20 arcanist PvP quest on this character and lost my arcanist companion!!
I only did the arcanist companion on my new arcanist character and he is the one that lost the companion. Also I've only been pvPing with this arcanist for the last month or so (once he turned level 10

ZOS_Kevin

@Theignson do you have a ticket number? We can pass that along to make sure your ticket is in the right place.

Theignson

freespirit wrote: »

You have checked you haven't received an email from CS?

The first response is always an auto-generated email and usually arrives pretty quickly, you need to reply to that and only to that, otherwise you will end up with multiple different tickets and get nowhere. Keep replying until you get a human, stating your issue in each reply.

If you know your ticket number post it here and tag a moderator to help you discover what you need to do.

Great advice. I did get that email. I just replied again.

Theignson

Hi ZOS_Kevin,
I don''t know if this is a ticket number but I have this:

Question Reference # 230725-005674

Many thanks!

Theignson

ZOS_Kevin wrote: »

@Theignson do you have a ticket number? We can pass that along to make sure your ticket is in the right place.

✭✭✭✭✭
Hi ZOS_Kevin,
I don''t know if this is a ticket number but I have this:

Question Reference # 230725-005674

Androrix

Well @Theignson, most summonings in the game involve some sort of dark ritual or at least a spell. I am guessing something of that sort might be needed to summon support as well.

SilverBride

Does he show up in collections still?

ZOS_Icy

Greetings,

After further review we have decided to move this thread to a category we think is more appropriate for this topic.

Thank you for your understanding.

Theignson

@ZOS_

SilverBride wrote: »

Does he show up in collections still?

No, not in collections, where it shows that I have never done the quest. Everything got deleted!! I think the loss of a character and all its gear/levels is pretty serious, even if it is "only" a companion. There has got to be backups of the data, right?

SilverBride

Are you positive you are looking for him on a character that did the quest? Because each character has to unlock them individually. Unlocking a companion on one does not unlock them for any other character.

Theignson

SilverBride wrote: »

Are you positive you are looking for him on a character that did the quest? Because each character has to unlock them individually. Unlocking a companion on one does not unlock them for any other character.

Yes! I got the arcanist companion on my new arcanist. There is no ambiguity here.

@ZOS_Kevin were you able to find someone who can help? Having a character deleted, even a companion, tp me seeems serious

ZOS_Bill

@Theignson

We have sent you a forum PM with further information regarding your recent ticket.

Theignson

Augh,
The message says imply that I submitted the ticket in the wrong format and I need to submit one as a "non feedback" ticket instead, can any1 tell me how to do this?
Still do Not have my companion!!

Theignson

@ZOS_Bill I cannot figure out how to submit a ticket in a way to get customer support on this issue!

My companion got deleted over a week ago, and still I have not even managed to get the report into the right place for someone to correct this!

@ZOS_Kevin FYI I cannot seem to get this fixed

SilverBride

https://help.elderscrollsonline.com/#en/home

Choose the option that is closest to what your problem is. Do not use the feedback option.

Theignson

Ok, I tried submitting it via Tech support although it doesnt exactly fit.

Your ticket # is: 230804-004869

@ZOS_Kevin here is the ticket number finally hope i sent it to the right place!!

Theignson

Just in case anyone is benefitted, I did get a reply about this. Apparently it is a bug they hope to fix in later updates. I will just not have a companion until its fixed, which is ok since right now I mostly PvP on this character.

"We are aware that some characters may experience issues with quest or zone progression. Content may also show as incomplete when it has been completed.

This will be resolved in a future update. If you would like to be notified when this article has been updated, log into the website and select "Subscribe to Article" at the bottom of this page.

We deeply apologize for any inconvenience or frustration that this causes and we thank you for your understanding."