Maintenance for the week of October 12:
• PC/Mac: NA and EU megaservers for maintenance – October 12, 6:00AM EDT (10:00 UTC) – 8:00AM EDT (12:00 UTC)
• Xbox One: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
• PlayStation®4: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
• PC/Mac: NA and EU megaservers for maintenance – October 12, 6:00AM EDT (10:00 UTC) – 8:00AM EDT (12:00 UTC)
• Xbox One: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
• PlayStation®4: NA and EU megaservers for maintenance – October 14, 6:00AM EDT (10:00 UTC) – 9:00AM EDT (13:00 UTC)
The Markarth DLC and Update 28 base game patch are now available to test on the PTS! Read the full patch notes here: https://forums.elderscrollsonline.com/en/categories/pts/
Support e-mail - is this legit ?
So I sent in a ticket because I was missing my Explorer Pack digital items. Shortly after (about an hour later) I get a reply to my ticket via email with this response...
BEWARE of this fake email: [email protected]
If you get a response from this email DO NOT reply to it!
Due to previous correspondence with ESO Support I know for a fact that this address is the legitimate ESO Support email: [email protected]
Hopefully this keeps fellow gamers from getting scammed.
Edited by ZOS_HugoP on April 2, 2014 7:48AM Helping you is our passion!
We will assume your issue has been resolved if we do not hear from you within 120 hours.
If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!
Subject
It looks like I am missing my Explorer Pack items. I have received all of my Imp...
Response By Email (Mario) (04/02/2014 02:32 AM)
Greetings gamer!
Thank you for contacting The Elder Scrolls Online Team.
We see that you have an issue with your imperial digital items ?
We can assist you with this issue we will just need some information from you to verify your account.
We will need one of the following :
- The last four digits of your credit card :
- Your pay pal # :
- Your complete time code :
- Answer to your secret question :
Once we receive this information we will contact you via mail too further assist you with this issue .
Thank you for your continued interest and support!
Warm Regards,
The Elder Scrolls Online Team
BEWARE of this fake email: [email protected]
If you get a response from this email DO NOT reply to it!
Due to previous correspondence with ESO Support I know for a fact that this address is the legitimate ESO Support email: [email protected]
Hopefully this keeps fellow gamers from getting scammed.
-
Well what I want to know is, how did they get a hold of my support ticket question?
To open a new ticket you have to post your question/issue directly on the ESO support website. No emails involved until they reply to your issue with a solution or request for more info. -
KerinKor✭✭✭✭✭
✭
I see no evidence this is a scam, your analysis of the e-mail addresses on which your claim is based is fundamentally flawed, you don't seem to know how domain names are structured.PsychoPhobic wrote: »BEWARE of this fake email: [email protected]
If you get a response from this email DO NOT reply to it!
Due to previous correspondence with ESO Support I know for a fact that this address is the legitimate ESO Support email: [email protected]
Hopefully this keeps fellow gamers from getting scammed.
URLs are read right-to-left, so both those you quote go to the same domain elderscrollsonline.com, ie. ESO's!
Given you raised a ticket about the very subject this reply deals with, and since this arrived within an hour of you doing so, and since you're not being asked to click a link, and since the reply address is legitimate I say this is NOT A SCAM!Edited by KerinKor on April 2, 2014 7:22AM -
Vlas✭✭✭Just FYI, You have to have control of the domain to allow/setup a sub domain and then receive emails on them.
So, helpmail.elderscrollsonline.com, if legit, will receive the email.
Otherwise it will bounce back.
Now keep in mind, this is spoofable, display wise, but you can verify if you know how to look at the header of the email, or when you hit "reply", it will tell you where the email is actually going.Edited by Vlas on April 2, 2014 7:22AM -
Sakiri✭✭✭✭✭
✭I have edited my reply to explain to the OP just why he is wrong about the e-mail addresses, hopefully he will reply since his problem won't be solved till he does.
The things they ask for are ridiculously personal and reek of the info you need to give support in other games for ACCOUNT RECOVERY. As in, after a compromise, to prove ownership.
He has all right to be leery.
That said, emails can be spoofed and not everyone is intelligent enough to read full headers. -
nastisha✭There is no reason, NONE, for the company holding your vital information to request it again in an email. If they do that it only opens the doors for scams, hackers and destruction of the player base. Seriously. I would not reply even though the reply email for my report to ESO has the exact same address. Mine doesn't request any private account information, it is simply a notification although I must admit my reason for contacting them was different. Also, mine says 'We will assume your issue has been resolved if we do not hear from you within 120 days.' not 120 hours. Good luck.Edited by nastisha on April 2, 2014 7:33AM -
Sakiri✭✭✭✭✭
✭When verifying account recovery, you typically are on the phone.
If theyre going to do it in tickets, the ticket system needs to be done either exclusively in game or on this website. Doing anything involving sensitive information via email is a HORRIBLE idea.
/has had to do MMO account recovery after an ex jacked an account, pissed off because my dumb butt didnt secure the pw
They usually need the cc, secret question answer, original billing address, cd key etc. This stuff is not something I like sending through email.
To get the account back I was asked for:
Secret answer
CD key
original CC used to set up account(this was a pain in the butt as the account wasnt open anymore and card was 6 years expired)
Original billing address
account creation date
So theres that. -
ZOS_HugoP✭✭✭Hello,
We have edited the first post to remove personal information that are not supposed to be displayed on the forums.
Please be assure that this answer is NOT A SCAM, the e-mail address is from our customer support service, and the information asked within this e-mail are part of our verification process. If you are not comfortable giving out those information via e-mail, you can ask to be contacted by phone, and one of our customer support agent will call you back as soon as possible.
Thank you!
NB: We have edited the thread title, as it could be misleading.Edited by ZOS_HugoP on April 2, 2014 7:49AM -
Zeekez✭Glad this was clarified, but for future reference having someone give up their personal info [secret question answer, last 4 of credit card ect] is a horrible way of identifying them. This would make sense if it was an account retrieval but not for a simple support ticket about missing items.
-
Moedig✭Hello,
We have edited the first post to remove personal information that are not supposed to be displayed on the forums.
Please be assure that this answer is NOT A SCAM, the e-mail address is from our customer support service, and the information asked within this e-mail are part of our verification process. If you are not comfortable giving out those information via e-mail, you can ask to be contacted by phone, and one of our customer support agent will call you back as soon as possible.
Thank you!
NB: We have edited the thread title, as it could be misleading.
This seems incredibly overkill to identify a user, further to this anyone could very easily spoof an email header with a PHP mail sending script or similar to make any email look like they were coming from your email address.
I understand this may be a legitimate email but the issue now lies where people will not question if it is legit or not as "a ZOS mod has said it is fine to reply with this information".
What if I was to now send out 10000 emails with spoofed headers to appear as if they were coming from your email address but in fact were not, many of those 10000 people would not question its legitimacy and would blindly reply to me with this highly sensitive information without even checking if it is from a legit sender.
This is a very dangerous method of authorisation/identification as anyone who managed to get hold of this detail from another player could easily use it for questionable purposes!
Fair enough you said if not comfortable you can phone, I am just worried about the potential for people falling for these phishing scams if you set this as an acceptable precedent.
Just my 2 cents!
-
i recieved a similar email after submitting a ticket the info i was asked for was
1. Payment Method
a. Last 4 digits of the credit card number
b. Paypal transaction ID
c. Complete Game Time code
2. The Answer to the Secret Question
3. Current UserID
4. Associated Email Address
5. Your first and last name.
i refused to answer some of the info such as secret question and told them why i then found a reply from an ingame ticket and found it to be the same so i figured there is no way it could be phishing scam but if your not comfortable givin them the details dont .. give them other infoEdited by karldavy149b16_ESO on April 2, 2014 1:29PM -
Khadras✭This is without a doubt, one of the worst customer support forms I have seen.
Whoever made this needs to be fired, as he clearly doesnt know what he is doing. There is a reason why people isnt sure if this is legit.
Because someone couldnt make a form, that clearly indicates that its legit and follows the same rules as most players have learned to live by after years of phishing.
Customer support is supposed to be here to help people, but this amateur form just confuses the hell out of many of them.
This is not a player issue, this is a customer support issue and it needs to be fixed before it hits the media that thousands of ESO players has been scammed because ESO Costumer Support failed to provide a decent form, that didnt look like phishing.
I hope I will never need the help of Customer Support, if it continues to look like a amateur phishing mail...
Maybe this is the reason, why people experienced logging into other accounts..
