How to access my account if emailed access codes aren't coming through

docsnuz · March 2016

I have an account (premium - paid). I recently got a new computer and I get the "log in from new device - email access code" message. But I never get the email. I try logging into my account through the website, and I was told I needed the access code for that too. Hmm...can't get an access code, can't investigate why without an access code...

So, how do I get into my account and how do I play the game if the access code never reaches me? Not like, say, a password should function in any way like an identity verification...

I'm pretty sure the problem is with my email service, bigfoot.com, but if ZO won't let me into my account to change the email then what am I to do?

Rosiv · March 2016

The mails must have come through to some point, because you first login also forced a mail to be sent.
So look at the spam, try to disable every spam filter or rule in your account, or whitelist the domain the mails come from.
There is nothing you can do, if you can't approve your mail address.
Maybe opening a support ticket may help, but this doesn't solve the real problem, that you don't receive mails from ESO.

Try to find somethings in you mail settings, or the missing mails in your spam.

ZOS_CoriJ · March 2016

Even if you had access to your account, email changes must be made through customer support. You can contact them using the Support option at the top of the page. If for any reason you cannot log in at that point, you can use "Can't log in" and "Compromised/Suspended" as you are currently in a suspension of use and unable to access your account. This isn't a regular channel for use, but will allow you to contact support where they can redirect you.

I hope this helps you to get your email changed. If you find that you are waiting for an unreasonable amount of time, please reply to this thread with the ticket number that you submitted.

Edit - As an extra note the suggestions to look at spam, disable spam filters (email protection in your AVirus, etc), and whitelist the domain emails are also good ones to do before contacting customer support. Let them know in your email that you have tried these steps in advance.