I have an account under an e-mail i do not have access to, and would like to start playing again.

sinistarpac · January 2016

I can't log in to my account. Because the old e-mail i used i can not access it to get the code. When I go to the support web site, I can't log in there, because again it says that I am on a new device, and will be emailed a code, which i can not access.

I can log into here with my login and password, but not into anything on the main site that can help me.

Since i just read about housing coming into the game in the future, i would like to start playing again. I have it on my X-Box1 but want to try it again on my PC. I have separate accounts for both the PC and the Xbox1.

How do I get help?????
Is there a number i can call for help???

Thank You

Jim Wolfe

altemriel · January 2016

sinistarpac wrote: »

I can't log in to my account. Because the old e-mail i used i can not access it to get the code. When I go to the support web site, I can't log in there, because again it says that I am on a new device, and will be emailed a code, which i can not access.

I can log into here with my login and password, but not into anything on the main site that can help me.

Since i just read about housing coming into the game in the future, i would like to start playing again. I have it on my X-Box1 but want to try it again on my PC. I have separate accounts for both the PC and the Xbox1.

How do I get help?????
Is there a number i can call for help???

Thank You

Jim Wolfe

I am not sure, but is there not an "forgot password" option when logging in to your eso account?
https://account.elderscrollsonline.com/

sinistarpac · January 2016

I can log in but i get this message:

You've logged into Elderscrollsonline.com from a new device or browser. For your security, we've sent a special access code to your registered email address. To verify that you're the owner of this account, please enter the access code below.

For your security, you'll need to grant access to this computer by entering the access code we've sent to your email.

ACCESS CODE:

I do not have access to the old e-mail address that the Access code is going to. If i could change the e-mail address i would be able to log into the game. That is where i'm having the issue

ZOS_MollyH · January 2016

Hi @sinistarpac !

If you use the option on the support page for a compromised or hacked account, you will be able to submit a ticket and explain your issue and supply your new email address for replies. This will ensure you're able to contact support without being able to access your old email account.

sinistarpac · January 2016

Thank You, ZoS_MollyH I just submitted a ticket i hope that works

ZOS_MollyH · January 2016

Thanks @sinistarpac !

If you want to let us know the ticket number, we can check on it for you to make sure it's in the correct location so our agents can process it without added delays.

WackyFiasco · January 2016

My husband is in the same boat (his old email is gone due to us switching from Bright House to U-verse so he lost the Roadrunner webmail), he submitted TWO tickets, but did not get any sort of confirmation of receipt email for either, so he believes his tickets went up into the ether, never to be seen. Should I submit one on his behalf, then?

ZOS_MollyH · January 2016

Hi @WackyFiasco !

Unfortunately our agents can only discuss account information with the account holder. Can you let us know what the ticket number was so we can take a look and make sure they're in the correct place?

85flyingbrick_ESO · January 2016

ZOS_MollyH wrote: »

Hi @sinistarpac !

If you use the option on the support page for a compromised or hacked account, you will be able to submit a ticket and explain your issue and supply your new email address for replies. This will ensure you're able to contact support without being able to access your old email account.

I see this same issue come up over and over. This page as well as the Reddit forums are full of people with the same problem. Isn't there some way to post a sticky of sorts right where you attempt to log in that says "CLICK HERE if you no longer have access to the email you registered with."?

sinistarpac · January 2016

Hi ZOS_MollyH here is my ticket number i hope i did it right?

160113-000881

Thanks for any help

WackyFiasco · January 2016

ZOS_MollyH wrote: »

Hi @WackyFiasco !

Unfortunately our agents can only discuss account information with the account holder.

We encounter this so often when we try to help manage each others online accounts that I've considered that we draw up general POAs for each other, just for that purpose.

Can you let us know what the ticket number was so we can take a look and make sure they're in the correct place?

You would think that someone like him who works as an IT tech engineer in a support capacity would know better, but since he was expecting an email, he didn't copy either one down. I told him when he gets home to do it again and then record the ticket number, then if he again receives no email, I will send it to you.

ZOS_MollyH · January 2016

Hi @WackyFiasco and @sinistarpac !

Both of your tickets should have a reply shortly. Please let us know if you have not received a response!

WackyFiasco · January 2016

He got it, thank you.