Characters gone?

james99982003b16_ESO · January 2016

Hello, I have had my account since beta and had a few characters on my account including a level 50 templer kitty. I've not played since the game went free to play at least I logged in recently to find all my characters are gone? What happened here I did not delete them. Is it possible to get them back. I'm quite annoyed since I played with them a lot when the game still had a sub.

Also yes I have checked that I'm on EU server. I am and yes I'm not logging onto the pts. I'm logging onto the right server.

ESOFanBoyz · January 2016

Going to take a guess and say you logged into the wrong server.

Reverb · January 2016

Are you logged into the same realm (NA vs EU) megaserver you were in before?

james99982003b16_ESO · January 2016

No I'm logging into the right server just edited my post to add that in saw those replies coming :> ty anyway

ZOS_GinaBruno · January 2016

Hey @james99982003b16_ESO, if you're confident you're logging into the correct server and using the correct account credentials, please reach out to our Customer Support team so they can troubleshoot this with you. You can submit a ticket here (but you'll need to log in first).

Reverb · January 2016

You're not talking about your beta characters are you? Because those are long gone. We all had to make new ones at launch. If you're talking about post-launch toons, put in a ticket. Those should be there.

Paulington · January 2016

Are you absolutely certain you are logged on to the right server? Just because it says "EU" does not mean you are logged on to the EU server.

The only way to know for sure is to check your Platforms.xml file, copy and pasted from my Reddit post:

Go to:

J:\Zenimax Online\The Elder Scrolls Online EU\game\client

Of course your directory letter may be different, but in this folder there is an .xml called "Platforms.xml". If you open this 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>

Make sure your realm_service_url and login_service_url are both "https://live-eu-services.elderscrollsonline.com". If not then you are logging on to the NA server. You can fix this by swapping to NA in the settings, back to EU and then doing a client repair in the launcher.

If your characters still are not there then yes, do as Gina says and put in a ticket.

james99982003b16_ESO · January 2016

<?xml version='1.0' encoding='utf-8'?>
<platforms><platform><name>Live</name><login_service_url>https://live-services.elderscrollsonline.com</login_service_url><realm_service_url>https://live-services.elderscrollsonline.com</realm_service_url><default>true</default><sleepy_giant>true</sleepy_giant><python_services>true</python_services><default_realm_id>4000</default_realm_id><use_login_queue>true</use_login_queue></platform></platforms>

I swapped it to na then back to eu and it didn't do anything I try press repair myself?

Kormyr · January 2016

I'm having the same problem.
I only bought the game a week and a half ago, then I log in and my characters are gone. So are the Crowns I had lying about and the horse and dog I bought.
I submitted a ticket about this nearly three days ago, no reply.

I've tried everything I can find on this problem to fix this, including the one posted by Paulington, still nothing.
Despite my characters not being there, the delete button at the bottom of the screen reads "Delete (3)".
I'd like to know if Zenimax are looking in to this, as I'd really hate to think that I've wasted my money on items that I won't even get to use because of a fault in the game.

Still, its comforting to know I'm not the only one with this problem.

james99982003b16_ESO · January 2016

thank you so much Paulington this worked for me. they all are there again, that is really strange that it said EU realm and it was selected in options as EU but was connecting to the US one after redownloading it from my account.