Cannot Login - Access Code issue - Received BLANK E-mail

Ayradyss · June 2016

So, I just built a new computer, reinstalled TESO and am trying to play. I get the pop-up when trying to login that I need to enter the Access Code that can be found in my e-mail.

Okay, I have to stress right now: I DID receive the e-mail. That is not the problem. I have, in fact tried multiple times and received an e-mail each time. Just to make it completely clear: The e-mails are getting through. I don't need to know how to set up my inbox to receive the e-mails. Thank you.

The thing is, the e-mails that I've received are all BLANK. There is no Access Code. There is not anything at all. Well, if I view it in Firefox, it does state: "null" in the blank white area. In Microsoft Edge, it's just a blank white area. Upon inspection, the HTML for the message body looks like:

<body><null></body>

So . . . that's it. I cannot log in as I'm not actually receiving a code I can enter.

And yes, I did start a support ticket -- four days ago (as I'm writing this). I still have not yet received any response to that ticket save for the initial auto-response which simply instructed me on how to make sure the e-mail gets through (spam filter, etc.). My support ticket number is: 160614-000568

Thank you for reading and any help would sure be appreciated. I'd love to actually be able to log in and play the game.

ZOS_DaryaK · June 2016

Hello @Ayradyss, I'm so sorry this is happening! Please do me a favor and try logging in again to see if you receive a code now. If you receive another email with a blank code, please reply to let me know.

Ayradyss · June 2016

ZOS_DaryaK wrote: »

Hello @Ayradyss, I'm so sorry this is happening! Please do me a favor and try logging in again to see if you receive a code now. If you receive another email with a blank code, please reply to let me know.

Hello, @ZOS_DaryaK -- thank you for your reply! Unfortunately, I tried to log into the game again, and I still received the blank e-mail instead of an access code. I checked it in both Firefox and Microsoft Edge, so it shouldn't be the browser, far as I can tell. (I've got some add-ons in Firefox, but MS Edge is straight out of the box from my recent Win10 install.)

If it makes any difference, my ISP is Charter Communications (Charter Spectrum). Not sure if they'd be somehow messing up the e-mails. But I got a code for the (ESO help) support page just fine. It just won't work for the game login code.

Still hoping to get this working soon. Thanks much!

Edit: One slight correction to my previous post -- the message body in the HTML looks like:

<body>null</body>

I'd put in too many pointy brackets.

Ayradyss · June 2016

@ZOS_DaryaK -- if you're at all able to learn more or direct me to someone who can figure this out, I really need some help!

I just received this latest comment on my ticket. It seems they've given up on trying to help with one last round of generic advice that still does not fit the problem. It's basically about "Your login information was incorrect" and about 'game codes,' aka CD keys. My problem is still the 'Access Code' e-mail due to logging in from a different system/IP address being blank.

Greetings,
We apologize that we have taken so long to get back to you in regards to your issue. Due to high ticket volumes, we will be unable to assist you further with this ticket. We understand this may be frustrating and we are disappointed that we are unable to deliver a Customer Service experience that is up to our desired standards. Below is all the troubleshooting we have available at this time.

You may receive the "Your login information was incorrect" error if you're using incorrect login credentials or if you have yet to redeem a Game Registration code on your ESO account.

Please note that if you purchased The Elder Scrolls Online: Tamriel Unlimited from a third-party retailer (including Steam), you will still need to create and activate your account on the ESO official site: https://account.elderscrollsonline.com/ .

Should you receive this error when attempting to log into your account at https://account.elderscrollsonline.com , make sure you are using your UserID (not e-mail address) and correct password.
• For instructions on retrieving your UserID: https://help.elderscrollsonline.com/app/answers/detail/a_id/25224/ .
• To issue a password reset: https://help.elderscrollsonline.com/app/password .
If you purchase a physical copy of the game from a retailer, you will find the game code on a slip of paper in the game case. If you buy the game through Steam, you will need to go into your Steam Library and right-click on The Elder Scrolls Online: Tamriel Unlimited title. From this menu, click on View CD Key. This CD key is your game code.

Once you have your code, log in to your ESO account and click on the Redeem Code box. Enter the game code and the account is all set!

Please keep in mind that we here in Customer Support are unable to assist with invalid game codes purchased from third-party retailers (including Steam). You will need to reach out to the retailer you purchased the code from for additional assistance.

I also recommend that you verify whether the servers are live or undergoing maintenance, as you may also receive this error during maintenance work. Please see our Service Alerts page here:
https://help.elderscrollsonline.com/app/answers/detail2/a_id/4320 .

Kind Regards,
The Elder Scrolls Online Team

So, it's nice that they were apologetic and all, but this really doesn't help me at all and I'm definitely not happy about still being unable to even log into the game. Any help or escalation to someone who actually reads and understands my issue would be greatly appreciated!

Edit: If it would help, I could forward the e-mail I received to an address you provide, though there's not much to see. Just let me know if there's some information from me that might be of use in this.

ZOS_DaryaK · June 2016

I'm sorry I just saw this now, I've had your ticket sent to a specialized team for investigation.

Ayradyss · June 2016

Thank you very much. I finally got a new response on the ticket, so . . . well, waiting to see if this new option actually works. Here's hoping!

Ayradyss · July 2016

@ZOS_DaryaK -- Well, here I am again.

So, I got a response on the ticket on 6-26. It suggested further things to try, which didn't work. Another alternative it offered was changing the e-mail address for my account to a different provider and seeing if that fixes it. At this point, I honestly don't have a lot of faith in that, but I'm willing to try it. I responded with a new account to change it to on 6-27.

It's now 7-2 and I've not heard a peep back.

And again, just tonight, when I went to check on the ticket, I got the access code message for the support page. I still find it odd that I get a proper e-mail with working code when the support page decides I need to re-authenticate, but when the game login does that same thing, I still get a 'null' e-mail. Something seems to be working differently on your end, between those two versions of the same thing.

As always, any help would be appreciated. Sure wish you could find another way to do this code thing.

Thank you for your time.

(I don't suppose there's any way I could talk to a live person? I don't know if it'd help, but . . . this is getting nowhere fast. No offense meant.)

Ayradyss · July 2016

Got it fixed now. Thanks for all your help. It turns out, I guess Charter is the culprit -- or something about their mail system. Changed my account e-mail to a G-Mail address and got the access code just fine.