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Missing Bank Items, Bank Slots, & Skill Points

  • Wooten
    Wooten
    Soul Shriven
    After a polite and informative support ticket I filed in game about my bank, as instructed to by the patch notes, I was sent this. I really like this game but they make it so hard sometimes....



    Helping you is our passion!

    We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).

    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


    Today's patch notes instructed me to file a support ticket for my problem. Last Sunday 4/



    Response By Email (Jeremy) (04/18/2014 01:21 PM)


    Greetings!



    Thank you for contacting The Elder Scrolls Online Team.



    some steps in order to try and solve this issue:

    1. Disable any antivirus or firewall software during the installation (be sure to turn it back on afterwards);

    2. Also disable any Overclocks you have (if applicable) during the installation;

    3. If you have the permissions, try and run the installer / patcher as Administrator as it can solve some write restriction issues. An alternative if you do not have these permissions is to install the game in C:\ for example;

    4. On the Launcher, pause the download and disable Auto Update under Settings, and after applying the options click the Repair option;

    5. Restart the computer in Safe Mode. Here are instructions for Windows XP, Windows Vista / 7 and Windows 8. Be sure to pick Safe Mode with Networking;

    6. If you are still unable to get past the error message, we will need to fully uninstall and reinstall the game. In order to do so, go to your install folder (C:\Programdata or C:\Programdata(x86) by default) and delete the Zenimax Online or the ESO folder. Also delete the game folder on My Documents folder, restart the computer and reinstall the game.

    If for some reason none of these steps work, then please reply to this email attaching a DxDiag.



    Thank you for your continued interest and support!



    Warm Regards,



    I decided to file another ticket through the site posted in the op. I hope we all get our stuff back. Now back to my post patch loading screens.
  • stefan9
    stefan9
    ✭✭
    Would be nice if I atleast got a reply to my new tickets....Still waiting on my bank slot upgrades to be returned. 140409-038713.
  • Iarao
    Iarao
    ✭✭✭✭
    sent via the support link at top of this page.
    Iarao wrote: »
    just in my email:

    I was just touching base to assure you that we're still working on the issue involving missing bank slots and items. We have a team specifically investigating this issue and your ticket has been directly escalated to them for resolution.

    We initially thought today's patch would include a fix for this issue, but we wanted to proceed carefully instead of potentially causing more problems with a more immediate, but less well researched resolution. As soon as the fix is ready it will be pushed to the live megaservers and this may cause a second maintenance session this week. When the fix is released it will not be retroactive, i.e. items, missing slots and gold will not be included. This is just to guarantee the integrity of the banking system and once that is in place we will be exploring options to help players who have lost gold, bank slots and items.

    We really appreciate your patience as we deal with this difficult issue. I assure you we absolutely want to make this right for everyone who was impacted.


    how did you communicate with them? Ive opened 2 in game tickets and filled out a form here for them to call me and have yet to receive any sort of reply whatsoever. Im getting kinda fed up honestly

  • Iarao
    Iarao
    ✭✭✭✭
    yeah, rift cs was able to restore some of my mis-mailed items as well. free to play.
    ThatBAMF wrote: »
    Im going to relate this to my experience in DCUO, i had missing items after a patch, i called support, i was on hold for 5 mins, the gentleman i spoke to found one of my items in the bank that i had not seen, and then promptly added the missing items to my account, my issue was resolved in 30 mins, when he asked if there was anything else and i began to describe a progress blocking bug, he the sent my call to tech specialist who took the information an assured me it would be in the next patch, a week and a half later and it was. THAT IS A FREE TO PLAY GAME. I didn't have to pay for that quality service, they deserve my 15 a month over your crappy support

  • Blackimar
    Blackimar
    Soul Shriven
    @Ojustaboo while I FULLY agree with your sentiment, and would prefer not to have to make any more tickets on the subject. We keep getting instructed to resubmit.
    FIXES & IMPROVEMENTS

    Miscellaneous
    General

    Fixed an issue where your characters could lose bank expansions you purchased, including the items in these slots.
    Note: This will not return any items or slots lost prior to this fix. If your character was affected, please contact Customer Support.

    I'm at a loss here. My last response (about 5 forum posts back) that I was instructed to submit via the latest patch notes, marked solved and no acknowledgement that there was even a patch today let alone, we can or cannot restore your items.

    So even now I'm not sure if I am supposed to submit another ticket or what?
  • Iarao
    Iarao
    ✭✭✭✭
    "exploring options" doesn't mean you get anything back. my translation: we are gonna guestimate just how many subscribers are going to bail. we will then compare those losses with the cost of returning all that stuff manually, one toon at a time. the way that favors the bottom line the most is the "explored option" we will go with.
    Skeksi wrote: »
    Travail wrote: »
    So, I'm confused... Are we or aren't we being reimbursed for the items we lost? There seems to be conflicting reports, here.

    -Travail.

    Based on what I have read:
    - In "a future patch" the bank reset issue will be fixed, so that it will stop happening to anyone into the future. This fix will not restore any items or bank inventory slots that people have lost up until this point.
    - The ZOS team is "exploring options" to return items, inventory slots and gold to any player that lost them as a result of this bug.

    Basically, a fix will stop the problem happening, but won't automatically return lost items/inventory. However we should get everything back eventually after the fix has been applied.

    That is my understanding. I am not a Zenimax representative, so I may be wrong.

  • Iarao
    Iarao
    ✭✭✭✭
    yeah looks like I will be leaving. for good. no checking back in a month to see if all is fine then. when I am gone, I am gone. and I will be requesting a refund for the imperial pre release money I spent and will initiate a chargeback if it is not forthcoming.
    kewl wrote: »
    kewl wrote: »
    This is a game breaking bug that should've been fixed within a day. They should be concentrating on this and this only.

    @dynamite7673b14_ESO‌ It should have been fixed when it was reported during Beta testing.

    I didn't realize the bug was this old. I did not experience it in beta. This game should not have been released with this bug. Some bugs are tolerable this is not one of them. 20-25% of players are experiencing this bug and most of which are threatening cancellation. Even if only half of those people actually cancel, that's a 10%+ hit to subscriptions. They should be taking this much more seriously.
    @dynamite7673b14_ESO Why threaten? Forum posts have some impact. But money....now that's power.

  • Tigger62077
    Tigger62077
    ✭✭
    Update:

    After responding to the request for character names, I got this in response:

    Thank you for your reply.
    And thank you for the details you have provided. Our Specialists are working towards resolving the issue and you will be contacted in due course.
    Thank you for your continued interest and support!

    The status is listed as "customer reply required", which is different than I've gotten in the past. They're trying to help, it seems, so long as we are willing to answer what they are looking for.
  • Iarao
    Iarao
    ✭✭✭✭
    I have no addons. I did switch betw alts to empty when my bank got full.
    demoneca wrote: »
    Is there some common theme between people affected or does it just seem to be random.

    I've been wondering this as well, otherwise I would expect it across the board. It's not an imperial edition issue or a US issue because a friend has that edition and is on the US server and has not been affected but I have.

    I was wondering if it was addons? My friend has none but I have two.

    The only other thing I could think was switching between alts too often got it confused? When I'm managing my bank inventory I will often switch between 3 alts multiple times.

  • boredpeonub17_ESO
    So who wants to be the poor *** who tests to see if banks are still broken?

    How long do we wait to see if it is truly fixed?

  • Lelouch010_ESO
    Aside from the bugs, this has been the best MMO I have played in years, and I have truly enjoyed myself a LOT more than I had expected to the past couple weeks. That said, though, I have cancelled my subscription because of this.

    The biggest problem here is not the inconvenience of lost bank slots, items, or gold, or even the fact that inventory management is a complete pain without those extra slots, which detracts from my enjoyment of the rest of the game. No, the biggest problem for me is the complete lack of responsiveness from ZOS. With this issue as well as the dupe exploit issue (which was apparently known about and reported months ago during Beta), we have received no official update or acknowledgement as to what happened and what is being done to correct it. What information we have been given by CS reps has been confusing and contradictory.

    Having worked in a 3rd party customer service/call center before, I understand that the CS representatives we are contacting probably have no idea what is going on with the game. They are giving us scripted responses according to the information they were given, and they are probably being told to close all tickets related to the bank issue in order to pad their productivity stats. They will most likely continue to do so until they get new instructions. The problem here is the total lack of adequate communication coming from the developers, and that really worries me.

    Bugs, even the occasional game-breaking ones, are just a part of MMO territory. We don't expect any game to be flawless, but we do expect a quick response from the devs to fix the issue and, more importantly, give notice to the players. Who wants to play a game where the next major bug could leave their character stuck for weeks with no clue if/when it will be fixed? What if a glitch were to disable our entire inventory? Why should players keep submitting tickets for weeks without getting any response letting them know if/when they will get their items back? We can't be expected to take a leap of faith and twiddle our thumbs while we wait for the devs to make everything OK.

    There is just no clear indication that the devs are really paying attention to the player community, and they certainly aren't being forthcoming with us about what is going on with this game we are ACTIVELY paying for. So, like a lot of others in this thread, I have cancelled my subscription. ZOS now has 18 days to convince me to stay.
  • Iarao
    Iarao
    ✭✭✭✭
    game should not log you out until it is finished doing what it needs to do.
    in fact, I have seen a logout countdown timer sometimes when I log out.
    zhevon wrote: »
    Hmm theory time - perhaps if it is happening when people are using the bank and swapping between alts somehow it doesn't have enough time to write what it needs to the d/base regarding the bank etc and thus when you log out quickly without it having fully saved the info properly it somehow resets it all to zero?

    Thats what I was thinking - and when you log out too soon an exception is raised and causes a reset. I personally always run around a little after accessing the bank. But then it could be some other dB corruption causing an account reset -or- something else entirely.

  • chaospunk
    chaospunk
    ticket# 140412-099055
    happen two time on 4/12/2014 4/16/2014
    had 80 slot in my bank get reset back to 60 slot. had 15k gold depend and it gone
    on 4/16/2014 lost 2k gold. Look like the bug is from the overflow server. Get put on the overflow server, put back to the live server bank get reset if you have gold depend in the bank seen bug kick in and get copy CS item in the mail too. I have 5 copy of the CS items now. Why I hadn't post comment took me 5 time get someone in customer support to invite to the forums. thank to (Christopher) in customer support helping me get on the forum. \o/
  • SANTANTICA
    SANTANTICA
    Soul Shriven
    no resolved!

    # 140417-093536
    # 140418-041828

    very need fix from log!!!!
  • Iarao
    Iarao
    ✭✭✭✭
    I have imperial, explorer, 5 day early access, but not a beta tester.
    Tomster wrote: »
    EU server here, Explorer's edition, openbeta participant. I suspect that everyone experiencing this have either imperial or explorers edition. Did all you guys also participate in openbeta?

    I wanted t refrain from doing this until an official response. But here are my thoughts anyways, make of it what you will, remember I'm just guessing here and it should be taken with a huge grain of salt, but it might increase understanding and prevent rage unsubscribing:

    Support are obviously understaffed and not equipped to handle this, development or management might be sitting on all the answers and development might have a hard time tracking down this elusive bug and noone is sure if the items are gonna get brought back or not for various reasons which results in conflicting support info.

    The problem with this bug is that the impact is HUGE. Realiticlistically they expected some major bugs upon release but nothing like this. Fixing this entails first locating the source of this database related problem and since the fix will not retroactively restore lost items and gold they will manually have to go through litterally thousands of lines of logs per user (hopefully having an exact search phrase / error code there for the error which makes it much faster) and when finding when it happend manually restore every item and quantity.

    I do not know how many people bought the game and how big percentage are affected by this, but let's take an arbitary number like 5 000 ppl. Remember, most ppl don't bother with any forums or might even not know about them, so it is a very low estimate IMO. The workload of this is perhaps 1-2 hours per case (depending on log format and data really, might take just 10 minutes) but let's say 5000 hours of work to fix this after the actual bug is fixed. How many in customer support ppl do they have that are qualified to fix this, well not enough I'm guessing. Fixing it for every user might be very time consuming and other stuff will have to be put on hold.

    Since they do not have the staff for this one option is to bring in many outside professinal contractors to fix this, which will be seriously expensive. I cannot even begin to guess the actual cost of this. Another is quck scholing of how to fix this specific issue if possible for larger support teams and have them help out. And the third is to draw the line here and apologize for not being able to restore any items.

    Ultimately I think the decission lies with management, how much would it cost to fix this effectively for every user, how much time would it take and what is it's impact on other bugs etc. not being worked on in the meantime? plus how many users are affected and are the potential collateral damage who might end their suscription if not fixed in a satesfactory manner?

    Anyways, I'm just a player and know nothing. But have a little more patience and see what happens on Friday, I agree though that not bringing our items back and no compensation would not be a very proper thing to do.

  • kenshindononub18_ESO
    so still trying to read through the backlog of posts, im up to around page 40 or so. I think i FINALLY got a response back via email but didn't get to read it because comcast was being screwy, i'll check later tonight.

    however when i last logged on the other day stuff was still screwed. so figure i'll submit the 2 tickets i do have.. there should be 4 total. 2 in game that i dont know the number of because i never got a reply, and these 2 i submitted online here.. one for a phone call and one via email

    phone
    140415-044174

    email
    140416-104846

    NOT SOLVED. Still missing my gold/slots/items. Not sure if skill points are missing since i cant get anyone to answer how many skillpoints i should have at lvl 6 without skyshards

    Looks like its Wildstar Weekend again. So i'll probably be playing that a lot instead of even bothering with this screwed up game. You really would think that with competition like that so close around the corner Zenimax would be putting more effort into customer service and fixing this crap. I gues they dont care if people leave for that game in droves
  • Iarao
    Iarao
    ✭✭✭✭
    I was offline afaik. logged on to find my gold/bank slots missing. probably skill pts too. and my morphable abilities are no longer marked as morphable.
    Hmm theory time - perhaps if it is happening when people are using the bank and swapping between alts somehow it doesn't have enough time to write what it needs to the d/base regarding the bank etc and thus when you log out quickly without it having fully saved the info properly it somehow resets it all to zero?

    When it happened to me, I was at the crafting station improving items. I saw my embroideries (which had been in the bank) disappear while in the improvement interface, then received duplicate pre-order items at the same time. The duplicate emails are a common thread. Logging in and out of the bank are not. I did go run to the bank in a panic when I saw my items disappear and got the emails, because I had heard of this bug. When I got to the bank, my fear this had happened to me was confirmed.

  • Iarao
    Iarao
    ✭✭✭✭
    they need to stop with the cutsie ***. how dare they talk down to us.
    Mikyza wrote: »
    Response By Email (Sabrina) (04/15/2014 01:22 AM)
    Greetings!

    Blessings of the moons upon you, traveler.

    This one thanks you for contacting us. We are aware that some adventurers are encountering this issue. We have reported this issue to the magus of the development team and we expect the issue to be addressed in an upcoming patch. We currently do not have a spell for a workaround available at this time. We apologize for the inconvenience and ask that you please bear with us as we work on a resolution.
    Thank you for taking the time to share your feedback with us.

  • Thakaron
    Thakaron
    As @Lelouch010_ESO said: quote/They are giving us scripted responses according to the information they were given, and they are probably being told to close all tickets related to the bank issue in order to pad their productivity stats. /quote

    Time honored tactic in CS: max tickets per hour to fluff stats. Surely happening.
  • Iarao
    Iarao
    ✭✭✭✭
    everybody needs to stop calling this a BUG. IT IS A BREAK, NOT A FLIPPING BUG.
    Putok wrote: »
    Question Reference # 140413-001115
    Question Reference # 140414-124354

    My subscription has been canceled and 19 days of game time remain. If a fair solution is not applied by then, I am walking away from ESO.

    At this point, bugs have turned the game into a big headache that is not worth playing.

    Agreed. I love the game, but I too have cancelled. This is about as serious as MMO bugs get.

    If they fix it to my satisfaction before my remaining time is up, I'll probably resub. I'm not going to be unfair. If they don't have the manpower to go through the logs, they can just give me the gold spent on upgrades, plus and extra 20k or so for lost mats and wasted time.

    These major screw ups are what give organizations a chance to make or break their reputation for CS. IF they own up and make it right and then some, they'll win a lot of people's loyalty. Unfortunately, between the lackluster communication, slow ticket responses by robots, and the amount of time it's taking to fix, it's looking more and more like a "break" with each passing day.

  • Iarao
    Iarao
    ✭✭✭✭
    why would you continue to pay zos to screw you? you spend a lot of time getting that gold.
    I was having a really fun bug free experience with ESO and loving it...until last night when I received the Explorers Pack and Imperial items again on and alt and my bank was reset to 60 slots. Now I pretty much can't play because my bank is full and the extra items sent to my main character filling her inventory...I have no idea what if anything I've lost beside the bank slots I purchased.

    Does anyone know if they planning to restore the bank slots we've lost or will we just have to bite the bullet and buy them again? As is I can't play because I have no place to deposit my items.

  • Gmcartwright21b14_ESO
    # 140416-005150 I lost 40 bank slots. I responded to the email and i am writting here. With the patch in effect. Please help restore my bank size. Or fund me the gold to buy it again. Thank you.
  • Surinen
    Surinen
    ✭✭✭
    Hello,
    Forumites, I would like to ask you about them fixing your bank slots and gold. Have any of you get their gold and bank slots restored? I'm waiting for it myself. Quite irritating issue.
  • Iarao
    Iarao
    ✭✭✭✭
    so does anyone know what day early access accts will be charged the next monthly fee?
  • gimlib16_ESO2
    gimlib16_ESO2
    Soul Shriven
    Still missing 30 bank slots upgrade. Initial ticket was 140407-065756.
  • Thakaron
    Thakaron
    @larao: it's 30 days from the time you put your gamecode in, so can be different for everyone. Your account page will tell you how many days you have left
  • Tigger62077
    Tigger62077
    ✭✭
    So who wants to be the poor *** who tests to see if banks are still broken?

    How long do we wait to see if it is truly fixed?

    I decided to buy one upgrade to see what happens. *shrug*
  • TurkeyBurgers
    TurkeyBurgers
    ✭✭
    R.I.P. 100 slot bank

    R.I.P. phat stacks of purple crafting mats

    R.I.P. unique quest rewards and trinkets

    R.I.P. thousands of gold I had stored in the bank

    Feels bro. So many feels.

  • Stoney420
    Stoney420
    Ticket #140416-087753

    I had 10 of my 20 items returned and placed in the inventory of my highest level character (Really needed that thin broth).
    I lost 20 bank slots, re-purchased the 1st 10 slots, had 0 refunded/returned.
    I don't understand taking the time to try and do a fix only to half-arse the process. When will I be able to play, and are we going to get game time refunded. Am I going to need to fight this $80 on my cc for the imperial edition?
  • Cuddler
    Cuddler
    ✭✭✭
    Just submitted another ticket for my lost bank slots and contents, 140418-053119.
This discussion has been closed.