Email Verification is going to force me to Un-Sub and seek Refund. (Resolved Day 11)

wc5b

I was so excited about this title. I made the accident of bringing friends with me. Now 8 days later I still can't get access into the game without extreme difficulty if at all. I have opened tickets, called the call center, posted discussions on forums like this, and commented on others posts about this issue. All I ever get is canned message after canned message with the ticket. The call center passes me off by updating the ticket and forcing another canned message response. I am still get all the ticket responses, sales promos, and other emails from ESO, just not the "computer authorization". I am using GMAIL and THEIR canned messages says its not on their end and if it was, I would not receive other messages from the same address and a LARGE percentage of your users would also be affected. (Not that I am alone, its a lot, but I doubt its ALL GMail users.) GMAIL says in some forum posts that things like this happen when emails are not formatted correctly. Sounds a likely suspect to me, but I am just a dumb user that was stupid enough to spend 100+ Dollars on a game I can't even get access too. I have done everything the canned messages suggest multipule times, not that I believe they are the fault. I have added the no-reply address to my contacts, I have flushed my DNS on my computer and on my router because they actually affect stuff on another server I access my mail on via the web right? I even remoted into my home machine so I could actually get access to my account via the website to change my email to try to fix it that way. OH WAIT! Not allowed or able to change your EMAIL!!! Way to *** off a sure thing customer. I am about one day from cancelling and seeking refund unless I get some REAL and LEGIT help on this REAL fast. Stop IGNORING ME PLEASE.

Reference # 140407-027365

matthew.adamkramerb14a_ESO

I'm done. I have two tickets open 6 days no response. With multiple problems with billings on my account. I will not be buying this game and currently seeking a refund and compensation.

Dodece

You may not be aware, but there is a client side workaround for this situation. All you need to do is enter bad codes till the system locks you out for all of ten minutes, and then come back after that expires, and it will let you log in normal.

Don't wait for the mail, because it wont come, and if it does come it will deliver to you an expired code. Their system is just plain broke. You can't work with it, but against it. Until they replace it with a working system, or disable the whole system outright.

wc5b

Ya, when I DO get on, it takes an hour or so of trying. I work 14 hours a day so that is unacceptable and not a fix. Its not much to demand a response from someone breathing to at least try to troubleshoot this thing by changing an email address or something. I am trying to stay level, understanding, and professional but as much as I want to be a loyal customer, they are forcing me to walk soon. I know I can't be alone, and if you anger your base, you most likely won't last long anyways.

wc5b

Day number 9 and still not resolved and no real help from CS.

wc5b

Hello, Customer Service?? Its well over a week? Can't I even get a peep out of you? Its really frustrating having to try to log on for hours at a time! I work 14 hours a day 7 days a week. I don't really have a lot of time to sit and try to win the login lotto for hours anytime I would like to play a game I dumped 100 bucks into. HELLO???

Nyxx

The only way to get an actual person from Support is to call them and wait on hold for about an hour. It sucks but in the end you might actually get help.

wc5b

I did that. All he did was update my ticket and I got another canned response on my ticket.

wc5b

All I can do is try to get noticed at this point. Its amazing how much they claim that their Customer Service is so great, yet I still can hardly login after begging for 9 F'in days.

Nyxx

I'm a bit confused about what the actual issue is because the orginal post is a bit confusing. I'll try my best to help because I know how awful Support has been.

I assume it has something to do with you not being able to access something in your email? I noticed you tried to change the email yourself...but the only way to change your email is through Support. Did you try asking Support to change the email for you while you were on the phone with them?

Edit: Ahhh I see now. You can't get the verification email.

wc5b

When you log in it tells you your computer is not authorized and to look for an email. Those emails NEVER get to me. I have NEVER seen one. EVER. I get all other email from the same address. That address is also been added to my safe contacts. It plain is not working. I am not alone. I have a gmail account. They are not blocking. Sometimes you can trick the system if you continue login attempts for an hour or two. That is the only way I have EVER been able to log in. I was promised by someone when I CALLED (Even when I requested a callback, all you get is a canned email) and all he did was push forward someone to update my ticket with yet another canned message response. He said he had ZERO control over ANYTHING but was sorry. I decided after that maybe I could change my email and try something else, so I remoted into my home computer since its my only computer I can even access my web account, and that is were I found that you cant even update your email. ITS INSANE at this point. They need to turn off this security system all together until they figure out how to make it work correctly. Period!

wc5b

Anything Customer Service? Still waiting to try out that great C.S. you brag about on podcasts and interviews!

Nyxx

Support CAN change your email. They have done it for me. They have posted in the PTS forums before launch that they have the ability to do so. So if they BS you and tell you they can't, they're lying. You are required to give them information about yourself to verify that the account is yours...but it's just basic stuff like your birthday or the last numbers on your credit card.

I would suggest trying to get a hold of someone again and telling them you demand to have your email changed so you can log in. It's not an outrageous request. I think this is probably an issue with your gmail account because I know gmail accounts had issues with not receiving emails during beta.

I'm going to go look for the post that talked about changing emails and try to give you the info here. Hold on.

wc5b

I have talked to GMail and read some forums. The fact I get all the emails EXCEPT this one type is almost ALWAYS poor formatting of some sort from the sender.

Nyxx

https://help.elderscrollsonline.com/app/answers/detail/a_id/7237

You can quote this while you speak to someone again. Emailing them will probably get you nowhere but if you call them again with this information I don't see why they wouldn't change it on the spot.

Nyxx

wc5b wrote: »

I have talked to GMail and read some forums. The fact I get all the emails EXCEPT this one type is almost ALWAYS poor formatting of some sort from the sender.

I feel like at this point the easiest thing to try to do would be to get the email on your account changed. They have the ability to do so. That way you actually get the verification emails and can play. I've used a hotmail and yahoo account and never had issues with not getting those emails. Gmail however...has had issues in the past.

wc5b

Its a perfect example however of not depending on email as a security system. I should not have to setup an email account JUST for one game to use as security.

Nyxx

wc5b wrote: »

Its a perfect example however of not depending on email as a security system. I should not have to setup an email account JUST for one game to use as security.

Yeah I know. It's ridiculous. Try it out though and hopefully it gets you into the game because that's what is important right now. Good luck.

wc5b

Day 10. Got about an hour or so to play right now in between jobs but it takes about an hour or so to actually get logged in so I am most likely screwed as usual. I actually got what appears to be a real response to my ticket this morning to change my email hopefully. I so hope that takes care of it because this is getting more and more frustrating. Took 10 days just to get someone to actually notice me. Hopefully it will take less to correct it.

wc5b

30 mins of trying so far. No joy. Damn I hate email verification.

wc5b

Please acknowledge! I would love to make this thread die. I would much rather be playing the game then dealing with CS Forums....... HELLO!? Anyone here today?

wc5b

This is getting very old. I need someone to fix this 10 day old issue now. I have had my ticket in LONG ENOUGH! Someone needs to expedite this. Now the work around does not even work!

Phyrdrin

I'm so sorry @wc5b! It's a shame to see yet another customer driven to such extremes. I was there myself only a few days ago, and had I been able to seek a refund on my order I would have gladly done so. I sincerely hope you aren't ignored and that you find resolution as soon as possible.

hippy777b14a_ESO

WC5B, not sure if you tried this already. (And I realize you stated you were getting other emails from that address) but you might try adding the sender email address (if you can discern what it is) to your contacts list to insure that gmail doesn't junk mail it.

Also, did you say that you can only check your webmail from your home computer which you are not at, atm ?

wc5b

Did that day one.

No, I can check my mail anywhere. I can only get access to my ZOS account if I remote in because I dont get email verification emails. I get all the other emails, including canned ticket messages, but not the verification.

Jessabella

I know there were a few issues in beta for me involving email. In this case it was yahoo and ISP related. It sounds like you have tried everything but what worked for me was checking email from a cell phone. I hope you get it fixed, i do rember a lot of people having issues with Gmail in beta.

hippy777b14a_ESO

I looked up one of my unlock emails (I get them all the time because I also do not play from home a lot ) and they are sent to my gmail account successfully.

but here is the address they are coming from

<noreply@mail.elderscrollsonline.com> so make sure that address (minus the <>) are in your contacts list

hippy777b14a_ESO

Oops, sorry, I hadn't refreshed to see you responded before I sent that last post. Disregard!

Hmmm, there has to be some way to get those to work. It makes NO sense that you are getting other email to your gmail but not those.


Can you log onto your account here on the elderscrolls.com?

wc5b

It is already since day one. I stated that in all my tickets and previous posts. Thought I did on this one. Its the same address I get all the other ESO stuff from and that stuff comes through fine. I also have checked on my phone and tablet and my laptop, even while remoted at home. I just plain dont get them at all. (Yes I have checked junk, promo, social, and ALL mail folders.)

wc5b

hippy777b14a_ESO wrote: »

Oops, sorry, I hadn't refreshed to see you responded before I sent that last post. Disregard!

Hmmm, there has to be some way to get those to work. It makes NO sense that you are getting other email to your gmail but not those.


Can you log onto your account here on the elderscrolls.com?

Only if I remote in to my home machine. It asks me for the same code if I try from my laptop.

hippy777b14a_ESO

I wonder if there is a difference in your email that is stored against your online account and the game account. (I'm not sure if they use different log on servers but MOST games do have different servers between your online account access vs the game account) and it (might be? ) possible that when the online web account was replicating your password to the other server that it got a glitch or bugged out (Their database is proving to be not the bestest) . If you can get logged into the web account (and / or get your emails from that that are the security ones) then it would prove or disprove that theory.