Is this a scam email? ESO_help@helpmail.elderscrollsonline.com

UncleMo

So I got an email from this address supposedly regarding my missing bank slots. In the email it wants me to respond with:
-Last 4 digits of the credit card number
-Paypal transaction ID
-Complete Game Time code
-The Answer to the Secret Question

I find it hard to believe that Zenimax would request personal information like this.

Scam yes?

Uncle Mo

Saerydoth

Unfortunately, they do, and several of us have already pointed out to them that this is a HUGE security issue. We can't tell if it's a real email or not without looking at the headers. Because, while they do ask for thigns like this in email, it would be trivial for a phisher to copy/paste the email and send it out to people with an altered from address.

Sadique

when i originally got my pre order refunded they asked me for info like that and i flat out told them no that they dont need it and to use something else.

MysticAura

While I love the game, they really need to work on the way they deal with account security. This type of thing along with people being able to see account name in game, are making things super risky. I hesitate to guild because of it, and would've not trusted that email either without calling to confirm.

Jirki88

That's clearly a scammer, yes.

Edit: Or at least, one should never take an email requesting that as anything but a scammer. It isn't information that should ever be shared through email. No serious company would ever ask for it. Now, if ZeniMax do... Well, draw your own conclusion here: ______

Edit2: Well, after checking my email, where I got these automatic confirms when reporting, they were from the same email. So it would seem that email is from ZeniMax... I still won't say it's legit though. That looks so incredibly fishy to me it's insane. Seriously, what kind of clueless newbies are ZeniMax Online? Not only problems with games, they also try to front themselves as scammer-lookalikes?

Writer

If this was any other game, any other MMO, I would say that this is indeed a scammer. However, they do ask information like that. I would be cautious on clicking any links or responding to it. In fact, if it was me, I would open a support ticket or call CS to make sure it is legitimate.

Shaggy214

No company would ever ask for that info over an email. I really hope it's a scam and not ZOS lack of knowledge of internet security.

Jirki88

@ZOS_JessicaFolsom @ZOS_GinaBruno‌ @ZOS_JasonL

I think this is the kind of thread that actually deserves an official answer/explanation.

ESObtst_Grig

O_o , i refuse to believe this .. didn't read this , i need to forget i read this ..

Etchesketch

Unfortunately, they are asking for that info. Sad.

shouteha

I don't know. Just by having the answer to your secret question, people can pretty much change your password at will. Seeing how in game use your actual log in, it not hard at all to do so.

And it is definitely fishy asking for payment and such for an in game problem. Not like you having a subscription issue or suspended account.

Also, if I want to, I can write you an e-mail and the sender will be shown as ESO. For example, one of the webmail, it allows you to input the Send to and Send From boxes.

So best bet, double confirm it with another ticket or get a new support person or phone about the issue.

Ker.Rakb16_ESO

Jirki88 wrote: »

@ZOS_JessicaFolsom @ZOS_GinaBruno‌ @ZOS_JasonL

I think this is the kind of thread that actually deserves an official answer/explanation.

Please don't bother customer support with a question that has been answered a million times before. Yes, it is a legit e-mail.

ZOS_RobinsonE wrote: »

Hello @bluesodafizz,

It is a genuine message from our services. Be confident responding to it.

UncleMo

I can't believe they would do business this way. It's bad enough they don't use secondary authentication for account access and have account names splashed around in chat.

Whomever is in charge of security for Zenimax, if there is anyone, needs to be terminated immediately. Ridiculous and completely inexcusable. Have they never heard of social engineering before? It's no wonder the gold farmers are kicking their asses constantly.

Jirki88

Right. Then there that just blew the tiny speck of faith I had left for ZeniMax straight out of the window. Any company requesting such information through an email is not a serious company. There's a reason every big company/government agency you ever will get into contact with advises you to never give out such info in emails. What kind of clueless newbies are ZeniMax really?

Arsenic_Touch

Jirki88 wrote: »

Right. Then there that just blew the tiny speck of faith I had left for ZeniMax straight out of the window. Any company requesting such information through an email is not a serious company. There's a reason every big company/government agency you ever will get into contact with advises you to never give out such info in emails. What kind of clueless newbies are ZeniMax really?

Actually, they say "such and such employees will never ask for your personal information IN GAME" they never say anything about emails. This practice is quite common and spreading misinformation doesn't help anyone. The fact that some of you are still struggling with this after all this time is just amazing.

Are you going to call anet a newbie company too?

kestrel_mpb16_ESO

Shaggy214 wrote: »

No company would ever ask for that info over an email. I really hope it's a scam and not ZOS lack of knowledge of internet security.

My favourite is when they ask for your email, in an email. But yes, they do ask for too much security information in a way that's easiy phishable.

Jirki88

Arsenic_Touch wrote: »

Jirki88 wrote: »

Right. Then there that just blew the tiny speck of faith I had left for ZeniMax straight out of the window. Any company requesting such information through an email is not a serious company. There's a reason every big company/government agency you ever will get into contact with advises you to never give out such info in emails. What kind of clueless newbies are ZeniMax really?

Actually, they say "such and such employees will never ask for your personal information IN GAME" they never say anything about emails. This practice is quite common and spreading misinformation doesn't help anyone. The fact that some of you are still struggling with this after all this time is just amazing.

Are you going to call anet a newbie company too?

Oh really? I have yet to encounter any single company asking for any such info outside the companys' own systems. Asking for it through emails... Nope. That's the kind of thing scammers do, which is why companies tend to warn people to never respond to such. This is... Nope. Just nope.

Holycannoli

No this is a fishing attempt. Ask yourself why they need that info in an email?

Listen, they gave me three extra days of paid game time without me giving them any account information whatsoever (besides my name which you give when you submit your ticket). There is absolutely no way they require this info for missing bank slots.

UncleMo

Holycannoli wrote: »

No this is a fishing attempt. Ask yourself why they need that info in an email?

Listen, they gave me three extra days of paid game time without me giving them any account information whatsoever (besides my name which you give when you submit your ticket). There is absolutely no way they require this info for missing bank slots.

You would think that, but apparently that's what they're doing. I'm not sure what to do here. I don't want to lose my place in line but they don't seem to be responding to tickets submitted previous to the last patch.

Jirki88

Holycannoli wrote: »

No this is a fishing attempt. Ask yourself why they need that info in an email?

Listen, they gave me three extra days of paid game time without me giving them any account information whatsoever (besides my name which you give when you submit your ticket). There is absolutely no way they require this info for missing bank slots.

Still, look at @Ker.Rakb16_ESO 's post... Plus the fact that email OP shows is the same that autosends confirmations for reportings and such.

But yeah... Nah. This got more security holes than Windows ME anno 2014.

Jirki88

UncleMo wrote: »

Holycannoli wrote: »

No this is a fishing attempt. Ask yourself why they need that info in an email?

Listen, they gave me three extra days of paid game time without me giving them any account information whatsoever (besides my name which you give when you submit your ticket). There is absolutely no way they require this info for missing bank slots.

You would think that, but apparently that's what they're doing. I'm not sure what to do here. I don't want to lose my place in line but they don't seem to be responding to tickets submitted previous to the last patch.

I just really wouldn't give out that info in an email. I don't see what they need that kind of info for either, especially not in relation to missing bank slots...

UncleMo

Jirki88 wrote: »

Holycannoli wrote: »

No this is a fishing attempt. Ask yourself why they need that info in an email?

Listen, they gave me three extra days of paid game time without me giving them any account information whatsoever (besides my name which you give when you submit your ticket). There is absolutely no way they require this info for missing bank slots.

Still, look at @Ker.Rakb16_ESO 's post... Plus the fact that email OP shows is the same that autosends confirmations for reportings and such.

But yeah... Nah. This got more security holes than Windows ME anno 2014.

Yea the email address looks the same but phishing scammers are quite clever in creating email address that look like the actual email used by a company.

Jirki88

UncleMo wrote: »

Jirki88 wrote: »

Holycannoli wrote: »

No this is a fishing attempt. Ask yourself why they need that info in an email?

Listen, they gave me three extra days of paid game time without me giving them any account information whatsoever (besides my name which you give when you submit your ticket). There is absolutely no way they require this info for missing bank slots.

Still, look at @Ker.Rakb16_ESO 's post... Plus the fact that email OP shows is the same that autosends confirmations for reportings and such.

But yeah... Nah. This got more security holes than Windows ME anno 2014.

Yea the email address looks the same but phishing scammers are quite clever in creating email address that look like the actual email used by a company.

True enough, but... Uh... I don't know what to think. Every single cell in me shouts loudly "IT'S A SCAMMER" but considering the posts made by others here, and the email... I don't know. If it's real... Nope, I don't wanna go there.

UncleMo

Okay bit of an update. I just received another email and the gold has been restored! I think this was a response to an in-game ticket.

Well at least the gold is back. I think the account information request was in response to submitting a ticket through https://help.elderscrollsonline.com/app/ask . So if you are going to do a ticket this way, it's best to include one of the pieces of information listed in my OP.

Sadique

after i told them i wouldnt give them any billing info they just asked for DOB and email and were able to confirm me that way.

wrlifeboil

MysticAura wrote: »

While I love the game, they really need to work on the way they deal with account security. This type of thing along with people being able to see account name in game, are making things super risky. I hesitate to guild because of it, and would've not trusted that email either without calling to confirm.

The account name display shouldn't be the reason why you don't join a guild in ESO. Once you step into the game, other players can get your account name even if you aren't in any guilds.

wrlifeboil

Sadique wrote: »

after i told them i wouldnt give them any billing info they just asked for DOB and email and were able to confirm me that way.

I don't recall having to give my DOB. Maybe because I didn't buy my copy through Zenimax?

FezzikVizzini

Believe you me I can assure you that these emails are indeed from CS.

I asked for a refund and had to provide the last 4 digits of my CC and my secret question.

Now, the last 4 digits don't tell anyone anything so I had no problem doing that. As to the secret answer ? Well, as I had cancelled my sub anyway and there was no subscription information now on my account (I checked) then no problem either as anyone is quite welcome to hack my account.

The email I received had my ticket number on it so was unlikely to be a phising attempt anyhow. It also had all I typed in my original ticket.

And they would have done nothing if I had not provided the information. They said they had asked for it to proove I owned the account.

Now, while I consider that I was not at risk because I had already cancelled and was requesting a refund it is ABSOLUTELY unacceptable to be asked this sort of thing for normal bug reporting tickets. In fact, not only is it unnaceptable it is just plain crazy. Totally unjustified.

And, before anyone asks why I am posting here : Yes, I have received an email saying I have been refunded, and yes I can't login to the game as I have no game time any more but NO I have not actually got the refund to my CC yet. Only 3 days so will see what happens.

Ker.Rakb16_ESO

UncleMo wrote: »

Yea the email address looks the same but phishing scammers are quite clever in creating email address that look like the actual email used by a company.

A mod confirmed that the e-mail is legit.

ESObtst_Grig

Once the phishing branch finds out this is how TESO does business you will start seeing a LOT of stolen and hacked accounts .. disturbing news .. a storm is brewing on the horizon !

Zaeth

Can't believe people still have issues with phishing emails. Something I'd expect to help my grandma with, no one else lol.