Paid for ESO+ not getting to access content...xbox one

Toc de Malsvi · June 2016

I haven't received my crowns in two months, even though I've been a paying ESO plus member. Even more interesting the same day I get my monthly email saying:

"We're sending you this message to confirm that you have successfully renewed your ESO Plus subscription on Sunday, June 19, 2016."

My crafting bag ceased working, all mat's I've been picking up or collecting from the mail/deconstruction are going into my bags. WTF

MissBizz · June 2016

Check in your character stat screen if you still have the ESO Plus member buff. Contact support asking for your crowns, and let them know if that buff is still there or not.

Also, have you tried to enter any DLC you have not purchased? I'm gonna bet you can't access it

Toc de Malsvi · June 2016

I haven't had that issue because I have used crowns to purchase each DLC just in case I ever wanted to turn off my account.

Toc de Malsvi · June 2016

I submitted a ticket...but after checking it says my membership is not active....but ZOS has been taking my money so WTF!

UltimaJoe777 · June 2016

When I first got ESO Plus before DB patch my membership would not activate so I tried shutting the game down and booting it back up and that did the trick. Have you tried that?

Toc de Malsvi · June 2016

Yes I did, second day of the same issue. Been playing the game since beta on PC and have had a subscription the whole time never stopped when it switched to buy to play and ESO plus, now I'm on console. Not new to bugs and glitches. I searched for similar issues before posting, it seems highly suspect that it stopped working on the same day they sent me an email saying thanks for resubscribing.

Toc de Malsvi · June 2016

I didn't get my crowns last month, which wasn't new and I figured I would get them eventually, I don't really have a ton of use for them.

MissBizz · June 2016

Sounds really frustrating. Just as a heads up sometimes the first response you receive will be automated and may not solve your problem. If that is the case be sure to reply to that ticket rather than starting a new one. I hope it gets figured out soon for you.

jmurray704 · June 2016

This happened to me first of this month. Said I paid and they took the money but my ESO Plus was not showing. I had to completely close the game from the Xbox dashboard and then start the game again and mine showed back up... Hopefully this works if you haven't already tried it.

Divinius · June 2016

@Toc de Malsvi You said you played on PC. I'm going to guess you're playing on XBox now? And that's what's not working?

Toc de Malsvi · June 2016

Divinius wrote: »

@Toc de Malsvi You said you played on PC. I'm going to guess you're playing on XBox now? And that's what's not working?

Yes and no. I played on PC from Beta through Xbox launch. When ESO launched on the Xbox June 9th, 2015 I switched to xbox. ESO plus has been working for me for over 1 year on the Xbox, aside from the occasional time where I logged in and had to logout and reset my xbox. I have tried this since yesterday and it is still not fixed, I noticed I still have not received my crowns from last month as well.

BlackguardBob · June 2016

I submitted a ticket about the crafting bag not being accessible to me and coincidentally my ESO sub was not showing up.

The reply I got was to re-boot my XB1 and see if that worked. It did work for a while and the next day it failed again.

However, since I started this morning everything has been fine (touch hairy wood (scratches head)).

This seems like such a twee answer to a distressing scenario but what the heck if it works...

Toc de Malsvi · June 2016

My ticket stated:

"have eso plus, crafting items stopped going into bags, haven't received crowns for two months"

The email response I received:

"Greetings!

Thank you for contacting The Elder Scrolls Online Team. I’m sorry to hear that you’re experiencing an issue with this item and will do my best to help resolve this!

We are not able to restore items that were destroyed or deconstructed.

However, in some cases we are able to restore destroyed Crown Store or Imperial Edition bonus items. If you have destroyed a Crown Store or Imperial Edition item and would like to have it restored, please reply to this email with any additional information on the loss and I will investigate further.

To prevent accidental deletions, with the Dark Brotherhood update, you can now lock items. For more information on this, please view this help article.

If you are missing any crafting materials, make sure to check your new Craft Bag! You can find more information regarding the Craft Bag here.

Kind Regards,"

ARE YOU *** KIDDING ME! I'd like my *** MONEY BACK IF YOU AREN'T GOING TO GIVE ME MY GOODS AND SERVICES! I DON'T NEED ANY *** ITEMS RESTORED I'M PAYING FOR A *** CRAFTING BACK AND YOU ARE TAKING MY MONEY AND GIVING ME ***!!!

MissBizz · June 2016

Hey there! That's why I warned you that you might get an automated response. That's definitely an automated response and not a person... reply to THAT ticket (don't open a new one) and a real person should get it.

Toc de Malsvi · June 2016

Doesn't have a reply option, but it had an "add additional information" option, I did including the documentation that they took money from my bank. Thank you @MissBizz for actually doing their job and taking the time to quickly respond and help the player base. I am still very frustrated but without your quick responses I would just be pissed off and likely quit the game.

Toc de Malsvi · June 2016

I was looking at the ticket status, not the email replying to the email now. I did not read that email correctly the first time, thought it said not to reply. Went to look at the status of the ticket and didn't have a reply option there just an add additional info.

Danikat · June 2016

It might also help to write in full sentences, use the proper names for things where you know them and explain the problem in full.

I used to have a job that was quite similar to customer support (but for completely different kinds of problems) and even though every single email was read and responded to by a real person that person was often under a lot of pressure to respond to as many emails as possible, as quickly as possible because there were so many coming in we couldn't keep up if we gave each one a personalised response and a lot of the time one of the pre-written templates had all the information they needed.

Under those circumstances even with everyone doing their best mistakes would get made and someone would get a generic email that didn't answer their question, or get the wrong one.

If I was skim reading the message you sent the bit that stands out is "crafting items not in bags". I know you mentioned ESO plus first, but I'd bet 2/3 of subscribers who contact support start with that statement even if it's not relevant to the problem because they think declaring that they spend money on the game regularly will get them better treatment (like people who go to Customer Service in a shop and start with "I've been shopping her for years" when all they want is a simple refund and it doesn't matter if it's the first thing they've ever bought there).

So based on the minimal info given I'd assume you'd crafted something you now can't find, had most likely deleted it or deconstructed it by accident and send the appropriate reply.

(The other possibility is that they have a computer program scanning emails for key words and sending automated replies, which my job never had the tech for but ZOS would.)

Toc de Malsvi · June 2016

Danikat wrote: »

It might also help to write in full sentences, use the proper names for things where you know them and explain the problem in full.

I used to have a job that was quite similar to customer support (but for completely different kinds of problems) and even though every single email was read and responded to by a real person that person was often under a lot of pressure to respond to as many emails as possible, as quickly as possible because there were so many coming in we couldn't keep up if we gave each one a personalised response and a lot of the time one of the pre-written templates had all the information they needed.

Under those circumstances even with everyone doing their best mistakes would get made and someone would get a generic email that didn't answer their question, or get the wrong one.

If I was skim reading the message you sent the bit that stands out is "crafting items not in bags". I know you mentioned ESO plus first, but I'd bet 2/3 of subscribers who contact support start with that statement even if it's not relevant to the problem because they think declaring that they spend money on the game regularly will get them better treatment (like people who go to Customer Service in a shop and start with "I've been shopping her for years" when all they want is a simple refund and it doesn't matter if it's the first thing they've ever bought there).

So based on the minimal info given I'd assume you'd crafted something you now can't find, had most likely deleted it or deconstructed it by accident and send the appropriate reply.

(The other possibility is that they have a computer program scanning emails for key words and sending automated replies, which my job never had the tech for but ZOS would.)

Have you typed out long sentences with a controller with no keypad?

Smileybones · June 2016

Toc de Malsvi wrote: »

Danikat wrote: »

It might also help to write in full sentences, use the proper names for things where you know them and explain the problem in full.

I used to have a job that was quite similar to customer support (but for completely different kinds of problems) and even though every single email was read and responded to by a real person that person was often under a lot of pressure to respond to as many emails as possible, as quickly as possible because there were so many coming in we couldn't keep up if we gave each one a personalised response and a lot of the time one of the pre-written templates had all the information they needed.

Under those circumstances even with everyone doing their best mistakes would get made and someone would get a generic email that didn't answer their question, or get the wrong one.

If I was skim reading the message you sent the bit that stands out is "crafting items not in bags". I know you mentioned ESO plus first, but I'd bet 2/3 of subscribers who contact support start with that statement even if it's not relevant to the problem because they think declaring that they spend money on the game regularly will get them better treatment (like people who go to Customer Service in a shop and start with "I've been shopping her for years" when all they want is a simple refund and it doesn't matter if it's the first thing they've ever bought there).

So based on the minimal info given I'd assume you'd crafted something you now can't find, had most likely deleted it or deconstructed it by accident and send the appropriate reply.

(The other possibility is that they have a computer program scanning emails for key words and sending automated replies, which my job never had the tech for but ZOS would.)

Have you typed out long sentences with a controller with no keypad?

You can acess the support with a PC through the website you know and look at your tickets.

Toc de Malsvi · June 2016

Smileybones wrote: »

Toc de Malsvi wrote: »

Danikat wrote: »

It might also help to write in full sentences, use the proper names for things where you know them and explain the problem in full.

I used to have a job that was quite similar to customer support (but for completely different kinds of problems) and even though every single email was read and responded to by a real person that person was often under a lot of pressure to respond to as many emails as possible, as quickly as possible because there were so many coming in we couldn't keep up if we gave each one a personalised response and a lot of the time one of the pre-written templates had all the information they needed.

Under those circumstances even with everyone doing their best mistakes would get made and someone would get a generic email that didn't answer their question, or get the wrong one.

If I was skim reading the message you sent the bit that stands out is "crafting items not in bags". I know you mentioned ESO plus first, but I'd bet 2/3 of subscribers who contact support start with that statement even if it's not relevant to the problem because they think declaring that they spend money on the game regularly will get them better treatment (like people who go to Customer Service in a shop and start with "I've been shopping her for years" when all they want is a simple refund and it doesn't matter if it's the first thing they've ever bought there).

So based on the minimal info given I'd assume you'd crafted something you now can't find, had most likely deleted it or deconstructed it by accident and send the appropriate reply.

(The other possibility is that they have a computer program scanning emails for key words and sending automated replies, which my job never had the tech for but ZOS would.)

Have you typed out long sentences with a controller with no keypad?

You can acess the support with a PC through the website you know and look at your tickets.

Yes but I was on the xbox when I encountered the issue which was why my initial ticket was phrased so poorly. I was trying to be as efficient as possible.

Toc de Malsvi · June 2016

"Greetings,
Thank you for getting back to us, however we have no further troubleshooting to offer for your issue. Below are some of the most common solutions for most in game issues.
For issues such as missing NPCs or quests not advancing correctly can be resolved by logging out for five minutes then logging back in. This will load you into a new game instance and refresh your surroundings. Please make sure you’ve attempted that first!
I recommend checking out our new Player's Guide for gameplay mechanics such as how certain items or character abilities work:http://forums.elderscrollsonline.com/en/discussion/60795/the-elder-scrolls-online-new-player-guide
There are also many wonderful unofficial community wikis which have a lot of helpful information about the game:
http://www.uesp.net/wiki/Main_Page
http://elderscrolls.wikia.com/wiki/The_Elder_Scrolls_Wiki
http://elderscrollsonline.wiki.fextralife.com/
Please also be sure to visit our help portal where you can search for common issues and subscribe to individual articles for any updates about that information: https://help.elderscrollsonline.com.
Best Regards,
The Elder Scrolls Online Team"

ZOS_DaryaK · June 2016

@Toc de Malsvi, we've had that ticket reopened and sent to the team that is investigating this issue.

Toc de Malsvi · June 2016

ZOS_DaryaK wrote: »

@Toc de Malsvi, we've had that ticket reopened and sent to the team that is investigating this issue.

Thank you for the quick response, I was very upset.

imnotanother · June 2016

Just saw that you got a response from someone but on PS4 I purchase ESO+ through Sony. Maybe Microsoft would be able to rectify your money/account much quicker than ZOS.

On your bank statement, who is he payment made out to?

Toc de Malsvi · June 2016

imnotanother wrote: »

Just saw that you got a response from someone but on PS4 I purchase ESO+ through Sony. Maybe Microsoft would be able to rectify your money/account much quicker than ZOS.

On your bank statement, who is he payment made out to?

Thing is I want to play ESO, and I want ESO plus. It was just very distressing when I didn't get a response and when I did it was automated, followed by being told that they couldn't do anything more. Thankfully they have now reopened it. I mean yeah I'm upset that I paid for something and its not working, but it was the apparent response at the time that was so distressing.

newtinmpls · June 2016

MissBizz wrote: »

Hey there! That's why I warned you that you might get an automated response. That's definitely an automated response and not a person... reply to THAT ticket (don't open a new one) and a real person should get it.

Takes about three replies (and keep replying to the same growing string of mails) to get a real person; and do NOT let more than about 20 hours go by before replying.

Just like mobs and bosses, the customer service has a reset timer.

imnotanother · June 2016

Toc de Malsvi wrote: »

imnotanother wrote: »

Just saw that you got a response from someone but on PS4 I purchase ESO+ through Sony. Maybe Microsoft would be able to rectify your money/account much quicker than ZOS.

On your bank statement, who is he payment made out to?

Thing is I want to play ESO, and I want ESO plus. It was just very distressing when I didn't get a response and when I did it was automated, followed by being told that they couldn't do anything more. Thankfully they have now reopened it. I mean yeah I'm upset that I paid for something and its not working, but it was the apparent response at the time that was so distressing.

I understand the situation, I'm just saying that maybe it is Microsoft's fault since you techinically bought the "product"
from their "store." ZOS will most likely contact Microsoft, for you, to sort it out but it probably should have been your first step.

Just trying to help.

Toc de Malsvi · June 2016

imnotanother wrote: »

Toc de Malsvi wrote: »

imnotanother wrote: »

Just saw that you got a response from someone but on PS4 I purchase ESO+ through Sony. Maybe Microsoft would be able to rectify your money/account much quicker than ZOS.

On your bank statement, who is he payment made out to?

Thing is I want to play ESO, and I want ESO plus. It was just very distressing when I didn't get a response and when I did it was automated, followed by being told that they couldn't do anything more. Thankfully they have now reopened it. I mean yeah I'm upset that I paid for something and its not working, but it was the apparent response at the time that was so distressing.

I understand the situation, I'm just saying that maybe it is Microsoft's fault since you techinically bought the "product"
from their "store." ZOS will most likely contact Microsoft, for you, to sort it out but it probably should have been your first step.

Just trying to help.

Interesting I guess it could be that Microsoft somehow screwed it up. I haven't heard anything back from ZOS so I'm currently reinstalling the game to see if that helps anything, I don't see how it could be on my end but there's nothing left for me to do at this point.

Toc de Malsvi · June 2016

After re-installing still no improvement, still does not recognize my ESO+. Which is the result I expected.

NewBlacksmurf · June 2016

You will never get crowns on Xbox one until creating a ticket each month.
You will also need to create a seperate ticket for the bag that stopped working.

It's a nightmare for Xbox one.

FYI: everyone will think it's an operator error but not its ZOS. It's also not Microsoft but it's actually just ZOS per a long drawn out conversation with both sides that ended up in escalations.

This have happened a few times since launch and as of recent.

Keep pushing with service and be respectful until it's resolved but beware for it will happen again next month

@ZOS_JessicaFolsom are you guys going to do something about this

Toc de Malsvi · June 2016

This is the first month that I've had an issue with ESO plus, although I didn't get my crowns last month but I still had all the rest of my benefits. When DB DLC dropped it immediately put all my items in the crafting bag, but only 4 days later when my ESO+ renewed I lost access to the crafting bag and now it says I do not have an active membership despite Microsoft withdrawing the money from my bank.

I know its a broken record but this is an ongoing issue for me and it kinda hurts, I love this game but this is just kinda making me want to quit. Each day that passes by where they talk about the new content they are bringing and how great it is going to be I get this sick feeling in my stomach because I cant even access the content that's out right now that I paid to access. I don't know that I can recommend it to anyone. If something else came along for xbox that was competitive I would probably jump ship. I'm already planning on looking into FF14 if it comes to xbox one.