Access Code - Email not being delivered

KaoticKibz · January 2016

Okay, I bought ESO yesterday for my PC after playing it for so long on my Xbox One.. But when I try to sign in I get slapped in the face with "This computer is not authorized to access this account, check email for code" Fair enough, checked E-Mail.. Nothing, checked spam folder.. Nothing, I've already added both accounts to my allow list, and configured the firewall AND (Not sure why they suggested it, but opened up my emails in private window).

It's been a day, so could someone help me out? Since right now I feel like I've just thrown cash Activision.

Raven-Tor · January 2016

This is happening to me too, and I can't contact customer support because that requires a log in with the access code they aren't sending.
Update: The issue is now resolved. It took changing the outlook email on my account to a gmail account. So if you are having the same issue, try changing your email. Not easy to do, because you can't change it in your account on your own. You have to contact customer support to do that. But you can't open a ticket without the access code. Was just lucky it was seen here.

KaoticKibz · January 2016

Raven-Tor wrote: »

This is happening to me too, and I can't contact customer support because that requires a log in with the access code they aren't sending.

This is pretty shoddy customer service, and it's going to end up giving Bethesda a bad rep. But hey, as long as Zenimax already have my money what does it matter?

2 days now, without being able to play a game I paid for.. GG

ZOS_MollyH · January 2016

Hey @KaoticKibz !

Can you please send us a PM with the email address you set up with your PC account? We currently don't see any games attached to your forum email address in our system.

Hey @Raven-Tor !

We're sending you a PM now with some steps specific to your email service. Thank you!

ZOS_MollyH · January 2016

Hey @KaoticKibz !

We received your post to my wall and removed it to protect your privacy. You may need to send in a support ticket to have an agent help sort this out for you, but as of right now - the game connected to that email address and account is an XBox copy. If you purchased ESO for PC you would have set it up with a different email address as they cannot be linked.

Thanks!

KaoticKibz · January 2016

ZOS_MollyH wrote: »

Hey @KaoticKibz !

We received your post to my wall and removed it to protect your privacy. You may need to send in a support ticket to have an agent help sort this out for you, but as of right now - the game connected to that email address and account is an XBox copy. If you purchased ESO for PC you would have set it up with a different email address as they cannot be linked.

Thanks!

But it says in my account information that I also own it for PC/Mac and it's activated. I can attach a screenshot if you like? To backup my claim?

KaoticKibz · January 2016

@ZOS_MollyH

I've attached a screenshot of my account screen, could you explain it to me? Since I'm confused if you said I can't have PC linked. But it shows I have it linked.

Also, the only thing stopping me from playing is my access code, it isn't sending one out.

Sharmony · January 2016

ZOS_MollyH wrote: »

Hey @KaoticKibz !

We received your post to my wall and removed it to protect your privacy. You may need to send in a support ticket to have an agent help sort this out for you, but as of right now - the game connected to that email address and account is an XBox copy. If you purchased ESO for PC you would have set it up with a different email address as they cannot be linked.

Thanks!

Molly, this always happens whenever the account servers online are put down for maintenance, hence people can never re-gain access at this time. Is there anyway to resolve this by separating the access code system?

KaoticKibz · January 2016

Sharmony wrote: »

ZOS_MollyH wrote: »

Hey @KaoticKibz !

We received your post to my wall and removed it to protect your privacy. You may need to send in a support ticket to have an agent help sort this out for you, but as of right now - the game connected to that email address and account is an XBox copy. If you purchased ESO for PC you would have set it up with a different email address as they cannot be linked.

Thanks!

Molly, this always happens whenever the account servers online are put down for maintenance, hence people can never re-gain access at this time. Is there anyway to resolve this by separating the access code system?

Oh, is that's what is causing it to mess up?

ZOS_MollyH · January 2016

Thanks @KaoticKibz !

We're sending you a password reset and making a couple of tweaks on our side to see if we can get this working for you. Can you let us know if you have not received either email? You can ignore them and do not need to make any adjustments at this time, this is just to see if you're receiving what we're sending.

KaoticKibz · January 2016

@ZOS_MollyH

I'm not getting any E-Mails at all.

Sharmony · January 2016

KaoticKibz wrote: »

Sharmony wrote: »

ZOS_MollyH wrote: »

Hey @KaoticKibz !

We received your post to my wall and removed it to protect your privacy. You may need to send in a support ticket to have an agent help sort this out for you, but as of right now - the game connected to that email address and account is an XBox copy. If you purchased ESO for PC you would have set it up with a different email address as they cannot be linked.

Thanks!

Molly, this always happens whenever the account servers online are put down for maintenance, hence people can never re-gain access at this time. Is there anyway to resolve this by separating the access code system?

Oh, is that's what is causing it to mess up?

As far as I have known and experienced several times over, yes. Even if you think you've been locked from you account or something at this time (if it had been hacked for example), you can't request a password reset because the systems are offline to send the reset, yet the other individual might be on your account. It's something so simple that should've been fixed before launch but as with many things in this game, I'll leave myself on that note.

KaoticKibz · January 2016

Sharmony wrote: »

KaoticKibz wrote: »

Sharmony wrote: »

ZOS_MollyH wrote: »

Hey @KaoticKibz !

We received your post to my wall and removed it to protect your privacy. You may need to send in a support ticket to have an agent help sort this out for you, but as of right now - the game connected to that email address and account is an XBox copy. If you purchased ESO for PC you would have set it up with a different email address as they cannot be linked.

Thanks!

Molly, this always happens whenever the account servers online are put down for maintenance, hence people can never re-gain access at this time. Is there anyway to resolve this by separating the access code system?

Oh, is that's what is causing it to mess up?

As far as I have known and experienced several times over, yes. Even if you think you've been locked from you account or something at this time (if it had been hacked for example), you can't request a password reset because the systems are offline to send the reset, yet the other individual might be on your account. It's something so simple that should've been fixed before launch but as with many things in this game, I'll leave myself on that note.

Haha, yeah..

I just hope this gets resolved, I just bought this game like 2 days ago for my PC after playing it so long on the Xbox One and I'm locked out. Kinda irritated me aha

ZOS_MollyH · January 2016

Thanks for letting us know, @KaoticKibz .

At this time, you will need to put a ticket in with our support team to have an agent work with you directly. If you can submit an email to https://help.elderscrollsonline.com/app/ask (if you can't log into the help portal either, you can use the 'can't log in' option and select the option for a compromised account) an agent will be able to help take you through the next set of steps to regain access to your account and start receiving email again!

KaoticKibz · January 2016

ZOS_MollyH wrote: »

Thanks for letting us know, @KaoticKibz .

At this time, you will need to put a ticket in with our support team to have an agent work with you directly. If you can submit an email to https://help.elderscrollsonline.com/app/ask (if you can't log into the help portal either, you can use the 'can't log in' option and select the option for a compromised account) an agent will be able to help take you through the next set of steps to regain access to your account and start receiving email again!

Already done that, still waiting for a member of the team to get back to me on that one though aha.

Oh well, I'll just wait another few weeks. Thanks for trying though Molly.

ZOS_MollyH · January 2016

Hi @Sharmony !

Maintenance has completed, and account services should be back on board for access at this time. If players are still having trouble, then our agents should be able to assist more directly!

Sharmony · January 2016

ZOS_MollyH wrote: »

Hi @Sharmony !

Maintenance has completed, and account services should be back on board for access at this time. If players are still having trouble, then our agents should be able to assist more directly!

Thanks for the response but the underlying still hasn't been resolved, if you get a chance could you at least suggest they link / move the access code response function of the account server so that the mailing system doesn't get turned off when the accounts servers are under maintenance, this would help the majority of the issue that I have seen all to frequently on these forums. Thanks if you manage to suggest this, if not, business as usual I suppose on the forums.

ZOS_MollyH · January 2016

Hello all,

As an update - if you're not receiving your access verification email, it may be due to any non-alphanumeric characters in your name. If there is an apostrophe like in several surnames ( O'Connor, for example) this may be the problem. If you need assistance in changing your name in your account information, please be sure to contact support and an agent will be happy to assist.

Thank you!

juhani_keb17_ESO · March 2016

I dont get my access code... tried many times