How can I create a ticket about not getting a code, when I can't get a code e-mailed to me?

amaniacub17_ESO · February 2016

I'm on a PC. The web, for account and support sites, as well as the PTS, all say they're sending me a code, but I never see it.

I run the mail server, can see every piece of mail received, and every connection attempt, but nothing from the elder scrolls domain or IP address ever shows up.

I've tried the account & support sites from IE, Chrome and Firefox. No difference.

I've received mail on this address before (announcements, including the Jan 29 '16 announcement about the next patch), so it's not a mail server issue.

Help!

Account ID: AssemblerManiac

amaniacub17_ESO · February 2016

This is finally solved with a mail account change by Clarice.

Thanks!

(close the ticket above - it's all good)

Molag_Crow · February 2016

Hey. This may sound like a silly question/answer but have you tried submitting a question/opening a ticket and actually following the status of the ticket from https://help.elderscrollsonline.com/app/home ?

You have to log in with your ESOTU account details to see the option:

amaniacub17_ESO · February 2016

Thanks for trying, but I can't login on the help site either, it's prompting me for a code too! (as stated in my post)

It's not an error logging into any of the pages, or PTS. It's the fact that it seems to think this is a new device and is e-mailing me a verification code that NEVER SHOWS UP (have waited DAYS).

Normal game lets me logon fine. I just can't do anything account related outside the game.

Molag_Crow · February 2016

Oooh that happened to me too, though. At first I was trying to log in with my email rather than my ESOTU account and it told me to verify, then it sent me the email, but.. I really don't understand why you're not getting it. Maybe it's something that can be changed in your email settings or something to do with blocking/allowing? hmmm

amaniacub17_ESO · February 2016

I'm email admin on my mailserver, and there appears to be no attempt at connections for e-mail from the ZOS system.

SMTP log showing NO connections from mta.mail.elderscrollsonline.com or it's ip address (or anywhere else ESO related). So basically, I'm locked out until someone at ZOS can figure out why I'm not getting anything sent to me. I've only got 3 e-mail addresses, and none of them are receiving anything (biz & personal at our mailserver, and one at gmail).

Just tried an e-mail reset, it took first name/last name/e-mail address and security question just fine, still haven't seen the e-mail yet.

Hopefully tomorrow morning someone will see this............

ZOS_MollyH · February 2016

Hey there @amaniacub17_ESO !

Since you're unable to receive your verification codes, what we can have you do is to submit a ticket using the "I can't log in" option on the support page.

What you would need to do is go to http://help.elderscrollsonline.com and choose "I can't log in"
The next step is to select the option for Compromised/Hacked account. Since you're not receiving your automated emails, this will allow you to put in an alternative contact email for support to help you get this straightened out.

We recommend choosing an alternate email address on a completely different domain (like if you usually use outlook.com try a gmail.com address or the one of your choosing)

Make sure to enter the alternate email in when submitting the ticket, otherwise replies from support may not go through due to whatever is blocking the verification codes.

amaniacub17_ESO · February 2016

Hope I didn't screw up the ticket. There's only one place for an e-mail address, and it looks like it's supposed to be the e-mail that's currently in use.

I did place an alternate e-mail in the body of the detail block.

Ticket # 160209-001244

Thanks Molly

amaniacub17_ESO · February 2016

Two days ago I received an e-mail from support staff, and replied to it to so I can get my e-mail address changed.

NO reply. I even tried sending a reply email from the new e-mail account. (it's at gmail, so it should be ok to use, right?)

I still don't have a way to sign into PTS, or my account, or help system account.

Incident: 160209-001244
Clarice was handling it.

Hoping someone can shed some light on why this is taking so long.

@ZOS_MollyH - hope you're listening, thx

kiriyomishi · February 2016

Hello can someone help me i didnt recieve the codes for login for days i did put the email as safe sender but still i couldnt get the codes.

kiriyomishi · February 2016

i guess the problems lies with the email part, most people cant get the emails for the codes for authentication purposes.

jamw · February 2016

I have contacted support and got the auto response email but after I replied confirming I am still having issues I haven't got a email back.

My open support ticket is 160208-001078.

Any information would be great.

Volkodav · May 2016

amaniacub17_ESO wrote: »

I'm on a PC. The web, for account and support sites, as well as the PTS, all say they're sending me a code, but I never see it.

I run the mail server, can see every piece of mail received, and every connection attempt, but nothing from the elder scrolls domain or IP address ever shows up.

I've tried the account & support sites from IE, Chrome and Firefox. No difference.

I've received mail on this address before (announcements, including the Jan 29 '16 announcement about the next patch), so it's not a mail server issue.

Help!

Account ID: AssemblerManiac

I so understand your pain here.I have had it happen to me so many times.

Molag_Crow wrote: »

Hey. This may sound like a silly question/answer but have you tried submitting a question/opening a ticket and actually following the status of the ticket from https://help.elderscrollsonline.com/app/home ?

You have to log in with your ESOTU account details to see the option:

It prompts you for a code too,which is supposed to get emailed to you.Supposed to.

The Elder Scrolls Online

How can I create a ticket about not getting a code, when I can't get a code e-mailed to me?

Best Answer