Account problem

icecolduk · January 2016

I only started the game a little over a week ago and for the first 6 days things were going well and I spent them building up my lower level crafting goods by grinding out the first 2 levels of all 6 crafts goods and using 2 mule characters to store all the items needed, you sure need a hell of a lot of space for all the stuff you need

Day 6 and I started a woodwork writ and half way through it no longer allowed me to make anything, nothing was highlighting on the bench even though I had plenty of wood, I could make stuff in all other crafts so I logged off and did a repair, seems that was a bad thing to do.

When I logged back in all my characters were gone so I did a search and found a few things to try so I changed to NA from EU and back again and did another repair but still I had no characters and selecting the NA servers it wanted me to install the whole game again so I wasn't on the NA by mistake from the start.

I made a new character hoping it might kick it into life and give me back my old characters but it didn't and I also noticed that I no longer had the Starter Pack which I had purchased from the store a couple of days earlier.

I have put in a support ticket about this but day 5 and no reply so far, support number is 160102-000533, so I'm down 3 characters, 2200 crowns from 1 backpack store purchase and the Starter Pack purchase is this a common thing if so buying crowns seems like a risky choice and the effort put into building up stocks seems risky as well

Enodoc · January 2016

Something that I read in another thread:
Try looking for the "Platforms.xml" file in the ~\Zenimax Online\The Elder Scrolls Online EU\game\client directory (~ is wherever your game installation is located; for me on Windows it's "C:\Program Files (x86)")

Haven't looked at this myself, but according to @ticeyprb19_ESO, if you open this XML you will see:

    <?xml version='1.0' encoding='utf-8'?>
    <platforms><platform><name>Live-EU</name>
    <login_service_url>https://live-eu-services.elderscrollsonline.com </login_service_url>
    <realm_service_url>https://live-eu-services.elderscrollsonline.com </realm_service_url>
    <default>true</default>
    <sleepy_giant>true</sleepy_giant>
    <python_services>true</python_services>
    <default_realm_id>4001</default_realm_id>
    <use_login_queue>true</use_login_queue> </platform></platforms>

The important things are the login_service_url and the realm_service_url being live-eu-services, and to a lesser extent, the name "Live-EU". It's possible that even though the launcher thinks you're on EU, the client is actually connecting you to NA.

icecolduk · January 2016

Yep thanks that was the other thing I looked at apart from changing server and doing the repair, both were set to the EU server, I was hoping at least a reply from the support team when I put my ticket in, I put in a ticket about not having forum access and that was dealt with within a few hours but this seems like it has either been missed or ignored by them at the moment.

I'm not expecting much joy on the characters and lost items I had gathered but the crown loss is something they can look at and at least replace my starter pack and/or refund the 1000 crowns I lost on the backpack upgrade but I guess I'll see if I get a reply from them

Enodoc · January 2016

Missing characters should be something they would be able to help with. They can restore items that were lost due to bugs, and they should have database backups. Maybe @ZOS_MollyH can escalate that ticket and make sure someone sees it.

icecolduk · January 2016

Just an update and a word of caution for new players

It turns out even though I chose the EU server and the client showed me as being on the EU server I was in fact on the NA server when I created my first characters, without the bug in the woodwork writ I might have only found out after levelling a character higher than I did and for longer.

Anyway for anyone creating a new account on the EU server it would be wise to do a repair after the install to be safe as you might be on the NA not the EU server through no fault of your own and unless you check out every possible problem before you get it you might end up in the same situation as I did and wasting time, effort and money on a server you don't want to be on

Enodoc · January 2016

Glad you worked it out... even if it's not the result you were hoping for. How did you find that out? Did ZOS get back to you?

icecolduk · January 2016

Yes they replied last night and after a bit of back and forth they said the 3 characters were on the NA server, not what I wanted to hear as they can't transfer them over to the EU server but at least I hadn't reached V16 and had full top level gear before finding out