Almost a MONTH and still can’t log in

DUTCH_REAPER

Ticket number 240507-005527

My son came down to visit for the week and he can’t log in to game with us. Numerous emails sent. No response. His email works fine, no code sent. Password has been reset. He is not banned or suspended. Is anyone at ZOS going to help please? Thank you.

Kungfu

@ZOS_GinaBruno Anyone we could poke here? Feels like more and more ZOS is working at preventing people from playing.

DUTCH_REAPER

I doubt help comes. They can’t even keep people from being kicked atm.

ZOS_Bill

@DUTCH_REAPER

Thanks for including your ticket number. I've sent you a forum PM with an update on your ticket.

DUTCH_REAPER

This issue is still not resolved. Nobody has contacted through the account email.

Jediarmy

Was it working last time?
Do you have a firewall on your system?
What windows are you running or Mac?
Are you running wireless or cable.

With so many limited information how do you want players to help you?
I was not able to login because of my firewall.

DUTCH_REAPER

My son plays on his desktop at his house in another state. Been playing , no issues.

His family comes home to visit and he can’t log in to any comp here. No code is ever sent. He follows the directions on the website for eso troubleshooting when writing the ticket for this issue. He resets the password as instructed and gets the emails for password change and new password confirmation. Although regardless, he can’t log into his web account or the Client because no emails for a code are ever sent and both ask for the code. The computers used were the ones my wife and I play ESO on.

Firewall is not the issue. ZOS getting more personnel to fix tickets is the solution. Clearly some kind “safety measure” happened when he tried logging in on a new computer with a different ISP from a different state. Or……it’s just broke..

Regardless……the issue is not fixed and NO contact has been made to him about the ticket number listed above.

ZOS_FalcoYamaoka

Greetings,
It seems our team reached out to you on the May 11th and are now awaiting your response to proceed to resolve the issue.

DUTCH_REAPER

@ZOS_FalcoYamaoka

Negative, he has filled out all questions requested and still not able to get into his account. I have personally been sent an email from support stating they are sorry for the delay on my sons account but there is a high amount of players unable to log into their accounts and they are working as fast as they can. Please understand this issue was first brought to ZOS support attention weeks ago. The issue still isn’t resolved.

DUTCH_REAPER

This problem started on April 26, 2024 when my son and his wife came home to visit and it still has not been resolved. ZOS please help.

No response since the last email asking him questions to gather more info.

DUTCH_REAPER

A player can buy the game, spend hundreds of dollars on crowns and not be allowed to play the game they bought. This is unsat. I have played this game since beta, back when if you asked a question in zone chat a Game Moderator in zone would help you immediately. My how the game support has fallen.

Issue STILL NOT RESOLVED.

DUTCH_REAPER

Still not resolved

DUTCH_REAPER

Update.

Account now says inactive as error code displayed. When the link is clicked for recovery, and correct info is entered, an alert is displayed that says

You must verify your email address before this account can be unlocked. An email verification has been sent….


But No email is sent even though the password reset emails and confirmation were delivered. The user name was delivered as well.

This is absolutely frustrating.

Kungfu

Absolutely crazy that this still isn't resolved.
The email that ZOS claims it's sending is not being sent.

No, it's not blocked by rules. No, it's not gone to spam / junk folders. Just accept that something's incorrect in this process, make a quick 5-minute phone call. And it's done y'all.

DUTCH_REAPER

… question ZOS, will ESO plus be refunded? Will the sword singers redoubt be awarded?

Is anyone working on this ticket? From a subscribers point of view, it doesn’t seem like it.

Tsuriel

Gmail tend to run into the issue of not receiving e-mails at times, bounced/failed message, not sure if that could help you in the right direction but there are numerous steps from checking storage to domain name which tend to be culprits to e-mails not being recieved at times. Otherwise I hope you get your issue resolved soon.

Pinesy

I had a similar issue last year. They suggested I install ESO on a separate windows account, for that specific ESO account, and it worked. It seems like Windows permissions get messed up or something. I never resolved it other than the separate Windows account.

https://forums.elderscrollsonline.com/en/discussion/644166/cant-log-in-client-can-on-website#latest

DUTCH_REAPER

Thank you both for your suggestions. Tried them, unfortunately neither worked. Other accounts can log in but that specific account cannot log into the webpage or the client. Not suspended/banned, it’s locked now and won’t unlock without email verification. But when going through email verification steps, that is where the ball gets dropped even though all the previous steps are completed and various emails are received. The email not goin out is the code one in the email verification step.

I’m just shocked at how much money has been spent on this game by him, and he can’t play it. I mean he can’t even log into the web page to cancel his subscription.

valenwood_vegan

It's disturbing how these types of posts (where someone is coming to the forums because they are not getting timely assistance from support) have exploded in number over the last few months. Hope ZoS gets their act together.

Lauranae

Actually, the code mail to log into an account not used frequently, is never coming. My mail box have a lot of those mails up to may 3, and then, i try since yesterday, even emptied the mail box to be sure, checked if there was some spam settings from me, but still waiting.

Its not a long time, 2 hours until the 24 hours length for the code, but it never come so .....

Tsuriel

I do hope this issue is addressed in tomorrow's maintenance to begin with because it is indeed really worrying that people can't seem to log into their own accounts let alone recieve the support needed to resolve them.

DUTCH_REAPER

We are at the point we will try anything.

Sarannah

Have you tried using another webbrowser to complete the verification? ... Sometimes a specific webbrowser does not execute the code correctly, which could cause that email to not be sent.

DUTCH_REAPER

We tried Google, Firefox and Ex. Negative on code. That’s good though. That was something we hadn’t tried. Appreciate ya.

Sarannah

Sorry to hear that didn't work. This is a longshot, but at the moment the only other thing I can think of (besides the email just not being sent by ZOS) is that in the past for some reason or by accident, that verification email was reported as spam/phishing. Or that one of the words in that email/emailaddress triggers a block from gmail. Is there some way to check this, or contact gmail themselves. Tell them you are receiving the other mails but not that one, see if they can solve it.

Hmm, maybe also a longshot. But have you tried opening your email through an app, or through another device. I often check my elderly father's email for phishing, and often some mails do not show up in his app(even regular emails), but they do show up when I log into his emailaccount from my desktop. Maybe worth trying as well.

Hopefully you can get this resolved quickly.

PS: Have used gmail forever for ESO, and always received the codes to log in right away(20 seconds or so). But I never went through the verification process in recent years.

DUTCH_REAPER

Roger that,

ESO is not being blocked. Verified.

Code checked for on multiple different devices as well. None received.

ZOS support stopped replying to the ticket chain email as well. Don’t know why. About to hit 2 weeks since last communication with ZOS support. Honestly it’s like no one there is available to help. He is at the point where he says (insert) this broke game. I know he doesn’t mean that bc he just completed Blackrose Prison on Vet last month and always PvPs.

Is nobody at support going to help? How is he supposed to cancel his membership? What about refunds on the merchant banker and Deconner he got last month? Will those be refunded? This is completely unsat.
Edit- hopefully something happens with this maint is completed today. Fingers crossed.

Tsuriel

So I did some browsing and found out that several people are going through similar issues of not receving their accesscodes, thus being locked out of their accounts and one of them had contacted support about a year ago about this issue, I'll copy paste the reply here in case it could be of help.

"First thing I did was add noreply@mail.elderscrollsonline.com to your list of approved email senders. (GMAIL). Even if you are getting emails from them I would still add the email to the approved list.

Then I changed my password just to be safe.

Then I followed this step / If using a firewall or antivirus, please check that you have added ESO64.exe to your antivirus/firewall exception rules and that your firewall has not blocked access through the following ports:TCP / UDP Ports 24100 through 24131TCP / UDP Ports 24300 through 24331TCP / UDP Ports 24500 through 24507."

Edit: Run ESO64.exe as admin, it apparently worked for some to have the accesscode successfully sent to their email.


I hope it helps.

DUTCH_REAPER

Attempted all the above. No change. No code is sent for email verification. ZOS! Plz seriously help fix this.

Tsuriel

That's really unfortunate. I hope you do get this resolved soon as it does leave a sour taste in the mouth.

You're not alone in having this kind of issue though, as said doing some browsing will pull up several threads where people are struggling to get their accesscodes emailed for one reason or another, a vast majority of them due to incorrect written password/email and the likes which I imagine isn't your case here.

DUTCH_REAPER

I really think that his account was locked due to traveling to a new state and having played the game only hours before he left his house to go to the airport. Because they locked his account. I don’t know. Amazingly enough he still wants to play even though in 3 days it will be a month of being locked out. Today is 12 days since support contacted him and he responded to the support team, but they have not responded back.

@ZOS_Icy
@ZOS_Bill
@ZOS_GinaBruno
@ZOS_Adrikoth
@ZOS_KaiSchober
@ZOS_AlanG
@ZOS_AmeliaR

I mean I’m throwing tags hoping someone will help. Because how is this okay? A month of being locked out of an account.
ZOS…please help. Thank you.

ZOS_Kevin

@DUTCH_REAPER We followed up on this ticket with customer service. They are aware you have the ticket, however, it seems like the ticket is being updated before a customer service agent is able to address the ticket. When this happens, the ticket gets reset in the queue. Wait times are a bit longer than usual, but the ticket is in the right place and the team will assists as soon as possible.