Can't login to game or support site / need email changed

heystreethawk · November 2015

Hello,

The game has notified me that I need to enter an authorization code to register an unfamiliar computer (I'm guessing my IP must have changed), but unfortunately, my account is tied to an email address that I can no longer access at all, because the domain expired; emails sent to there just bounce back. I need my game account email changed to my gmail address (which is tied to my forum username), but unfortunately, I also cannot submit a customer support ticket of my own, because the support page is prompting me to enter an authorization code too.

The situation is definitely a terrible Kafka story right now, and anything you folks could do to jumpstart the verification process for the email change would be greatly appreciated! My girlfriend submitted a support ticket on my behalf yesterday -- but due to the convoluted (and dire!) nature of the problem, the likelihood of increased support ticket traffic due to the patch, the fact that the person who'll be receiving a support reply is going to be gone for school all day, and the probability that I'll need to submit some additional verification to get my email changed, I wanted to post a thread to sort of ease things along. The ticket number is 151101-002061 and anything that you could do to expedite the process would be phenomenal. I have a PayPal subscription payment receipt from last night, if that helps. Thanks in advance!

Edit: after patching, the game has stopped asking me for an authorization code. Hooray! However, I would still love to get my email changed, because who knows when the problem might strike again.

Zaldan · November 2015

good luck, been trying to do that since 18th oct

KerinKor · November 2015

The change to the Support site which now demands you log in to open a ticket is fatuous when the problem is you CAN'T login in the first place.

Time as you could go here and open a ticket even if you couldn't login

https://help.elderscrollsonline.com/app/ask/

but ZOS in their infinite stupidity has taken that option away.

Tinolyn · November 2015

I'd like to get some help too, that requires Customer Support. I'm running into the same problem.

ZOS, can you fix the login thing if nothing else? So that people can request assistance?

Blo0dstorm · November 2015

Just click on Can't log in and explain your issue.

ZOS_MollyH · November 2015

@Blo0dstorm is correct! There is an option for "can't log in" if you're having trouble getting logged in to the support site.

Tinolyn · November 2015

Fair enough. So how long does it take support to respond?

Snowdog · November 2015

Blo0dstorm wrote: »

Just click on Can't log in and explain your issue.

I am also stuck at "enter access code" and never receive it while I get all their other emails . The problem seems to be their end and not mine. I saw no option for "can't log in"

Snowdog · November 2015

This is what I get from them:
>
You earned the Second Anniversary badge.
Thanks for sticking with us for 2 years. +5 points
Have a great day!
>
What is wrong with these companies, how can they gt away without giving any support?

Blo0dstorm · November 2015

Snowdog wrote: »

Blo0dstorm wrote: »

Just click on Can't log in and explain your issue.

I am also stuck at "enter access code" and never receive it while I get all their other emails . The problem seems to be their end and not mine. I saw no option for "can't log in"

heystreethawk · November 2015

Customer support has not responded in the 3 days elapsed since I responded to their initial response to my girlfriend's support ticket on my behalf. I can once again no longer login to the game. I have submitted my own ticket using the "can't login" procedure outlined above, and that ticket number is 151107-001562. Please expedite this process in whatever fashion is possible.

ZOS_MollyH · November 2015

Hello @heystreethawk !

Thanks for letting us know! We have received your ticket, and it is currently being processed. An agent should be reaching out to you shortly.

heystreethawk · November 2015

Thank you! Much obliged! Although the authorization thing is one of those problems that "comes and goes", sometimes in the span of a day, I didn't want to let it linger or wait until a more permanent problem necessitated the change. I'll update once it's fully resolved so people know it's doable; I understand that it's kind of a convoluted thing to go through, especially without access to the account email, and there has to be some back and forth for security purposes.

Snowdog · November 2015

heystreethawk, have they followed through and helped you? I have had no luck with them so far other then them saying they will help me.

Zaldan · November 2015

Snowdog wrote: »

heystreethawk, have they followed through and helped you? I have had no luck with them so far other then them saying they will help me.

same

heystreethawk · November 2015

Don't give up! My problem is now fully resolved, with my email address changed over (I tested by logging in to the account page, prompting an access code). My thanks to @ZOS_MollyH and the 3 CS people who helped me out: Thaddeus, Philisia, and Doug.

One thing I can recommend is going through the steps to access your Secret Question if you haven't already -- at the https://account.elderscrollsonline.com/ login, select "forgot password" (just enter in the email that's currently linked to your account; you won't need to actually use email for this step), and then at the second page of the screen it should prompt you with your Secret Question. The thing is, when CS responds to you, they'll tell you they need the answer to your secret question, but I don't believe they have access to the question itself. So you can save time by getting that ready, along with proof of purchase/subscription payment details.

Other than that, perhaps contact a customer service rep here on the forums with your ticket number if your support ticket has gone unanswered? I would make sure you submit it through the "can't log in" procedure that was mentioned earlier in the thread, because I assume that any tickets you submit in-game (if you can log in to the game at all!) will be responded to at the email that is currently linked to your account.

Snowdog · November 2015

Snowdog wrote: »

heystreethawk, have they followed through and helped you? I have had no luck with them so far other then them saying they will help me.

I am still not resolved Incident: 151118-000732]

And I sent them my cd game key (they requested it last week) So frustrating.

Snowdog · November 2015

I am still not resolved Incident: 151118-000732]

Snowdog · November 2015

still no help, my email address had never changed , I sent my cd key in as requested and still no help. what clowns.

Snowdog · November 2015

Why wont you assist me ?

Snowdog · December 2015

what is the major malfunction ? why would you assist me?

Snowdog · December 2015

This is really sad. I have the CD, I have the CD key, I had a user name and password and a working account at this address Joe@pb.net. I have been asking for help to get the access code to work at this address. Now I have no account, no user name and no password. I have been asking for help for over a month now and you guys have mostly told me to go away. What do I have to do to get my account back. You can look back and see the addy joe@pb.net was my account, if someone stole you have a responsibility to help me get it back. I can take a picture of my cd and cd code. What do you want from me? why wont you assist me? I am beyond frustrated and do not know what else to do? PLEASE HELP ME! How can you just ignore my requests?