Ongoing payment issue still not resolved. Locked permanently out of ESO+

Argawarga · March 2017

Blackleopardex wrote: »

They don't like money

They like it well enough, they just don't know how to cultivate it sustainably. It's why they have to lash out and sue folks from time to time.

NewBlacksmurf · March 2017

So the same card that you've always used before all of a sudden won't allow you to
1. Add it to PayPal
2. Use it for ZOS purchases
3. Not an issue when you called the bank (depending on what you discussed 4 times)

The issue is on your end and may also involve some changes to your accounts and/or bank account. If it were just buying crowns and a sub....maybe ZOS but when you wrote PayPal, that concludes it's not a ZOS problem.

My thoughts based on what PayPal suggests:
If you've tried to link your credit or debit card to your PayPal account, but received an error message, it may be because:

-The billing address you've entered for your PayPal account is different than the one on your card statement.
What to do: Check your card statement to ensure both addresses match. If you are sure you've entered the information correctly, please call the card company to find out what they have on file. Sometimes, after a recent move, the information may take longer to be updated.

-A card can only be linked to one PayPal account at a time.
What to do: If you already have a card linked, remove this card from your account, then link the new one.

-Your card company did not accept the $1.00 authorization sent by PayPal when you attempted to add the card.
What to do: Call your card company to find out why they are rejecting the authorization from PayPal. After they resolve the issue, try adding your card again.

-You linked your card to your PayPal account, but entered the card security code (CSC) incorrectly 3 times.
What to do: Call us. We can help you finish linking your card. We may ask you to provide some additional information.

Betheny · March 2017

I always find ESO tries to log me into PayPal using my account email address instead of my PayPal email address, which are different.

Did you check to see how you were getting logged into PayPal at all?

Lunarhound · March 2017

NewBlacksmurf wrote: »

So the same card that you've always used before all of a sudden won't allow you to
1. Add it to PayPal
2. Use it for ZOS purchases
3. Not an issue when you called the bank (depending on what you discussed 4 times)

The issue is on your end and may also involve some changes to your accounts and/or bank account. If it were just buying crowns and a sub....maybe ZOS but when you wrote PayPal, that concludes it's not a ZOS problem.

No. I can't believe how often I'm having to repeat myself. PayPal only returns an issue when I attempt to use it to make a purchase from ZoS. It works perfectly fine with any other merchant. And, again, using multiple different payment methods in an attempt to make a purchase on my ESO account returns the same error with the same results. Whatever the issue is, it is obviously not with my payment method, it is with my ESO account, because my ESO account is the only place I am having issues, and I have been assured multiple times by the provider of the card that they can find absolutely nothing wrong with it, and have seen no attempts at payment to ZoS show up on their end. If the issue was my payment method or bank, then a different payment method would work, and the card that's failing at making ESO purchases would also be failing elsewhere.

As an aside, I did finally find a phone number for Zenimax that works but, as I feared, it was not a phone support number. I was told by the representative that I spoke to that they do not provide phone support. So, since a fifth attempt today to speak to my card provider met with the same "there isn't a problem with your card" answer, I've basically hit a dead end and am being told all the money and time I've sunk into the game up to this point is worthless to them. Essentially, "Well, we have the money you've spent already, and we don't feel like going to the effort of fixing this, so... bye."

Betheny · March 2017

Have you tried to make a payment on your girlfriends ESO account using your PayPal account?

You said your girlfriend tried to use her PayPal account on your ESO account, why don't you try the reverse.

Tandor · March 2017

You say you've posted this in the support forum, but you posted it in the PC Technical Support forum and you might be better off posting it in the General Help Support forum as it's an account-related issue, not a PC technical one.

In any event, you have submitted a ticket. You might be lucky and have ZOS recognise even if you miss the deadline for the mount you want that it's down to their delay in dealing with the ticket and they could, I imagine, sort you out after the event. In the meantime I'd PM @ZOS_GinaBruno and @ZOS_JessicaFolsom and hope that one of them catches sight of the issue over the weekend and is able to get some help for you.

starkerealm · March 2017

starkerealm wrote: »

Also, trying a different browser might help. I've had issues with my address failing to authenticate when I use Firefox, and have to handle any transaction through the portal on Chrome. Weird thing is, it will actually follow to different PCs, so it seems to be an account level bug rather than a local issue.

@Lunarhound, did you try this?

TheNorthernDragon · March 2017

@Lunarhound This may be an extreme solution, but I solved a similar problem with PayPal by booting to Ubuntu on my dual-boot system. Using the same info and browser under Ubuntu, my transaction went through. If you have a Linux system available to use, try it.

starkerealm · March 2017

TheNorthernDragon wrote: »

@Lunarhound This may be an extreme solution, but I solved a similar problem with PayPal by booting to Ubuntu on my dual-boot system. Using the same info and browser under Ubuntu, my transaction went through. If you have a Linux system available to use, try it.

There's some weirdness with the payment system, where logging in via certain browsers can cause a payment to never process. I have no idea what causes it, or how this works, but it is something to remember. Like I've said in this thread (twice now) I actually need to fire up Chrome or IE to make payments. Firefox does not work, for whatever reason.

I suppose it's possible @Lunarhound could simply try going through the system on their phone (assuming they have a smartphone), that'd be slightly less extreme.

Callous2208 · April 2017

Waiting on my ticket also. They cancelled my recurring membership this evening and will not accept any of my cards. Bank has no idea why as the funds are there and no billing info has changed. Only been subbed like 3 years, lol.

NewBlacksmurf · April 2017

Lunarhound wrote: »

NewBlacksmurf wrote: »

So the same card that you've always used before all of a sudden won't allow you to
1. Add it to PayPal
2. Use it for ZOS purchases
3. Not an issue when you called the bank (depending on what you discussed 4 times)

The issue is on your end and may also involve some changes to your accounts and/or bank account. If it were just buying crowns and a sub....maybe ZOS but when you wrote PayPal, that concludes it's not a ZOS problem.

No. I can't believe how often I'm having to repeat myself. PayPal only returns an issue when I attempt to use it to make a purchase from ZoS. It works perfectly fine with any other merchant. And, again, using multiple different payment methods in an attempt to make a purchase on my ESO account returns the same error with the same results. Whatever the issue is, it is obviously not with my payment method, it is with my ESO account, because my ESO account is the only place I am having issues, and I have been assured multiple times by the provider of the card that they can find absolutely nothing wrong with it, and have seen no attempts at payment to ZoS show up on their end. If the issue was my payment method or bank, then a different payment method would work, and the card that's failing at making ESO purchases would also be failing elsewhere.

As an aside, I did finally find a phone number for Zenimax that works but, as I feared, it was not a phone support number. I was told by the representative that I spoke to that they do not provide phone support. So, since a fifth attempt today to speak to my card provider met with the same "there isn't a problem with your card" answer, I've basically hit a dead end and am being told all the money and time I've sunk into the game up to this point is worthless to them. Essentially, "Well, we have the money you've spent already, and we don't feel like going to the effort of fixing this, so... bye."

The issue is on your end.

You've answered it in many replies.....it's a problem with your account. Not the bank and obviously not ZOS as you've had success previously.

Make sure everything matches. Name, address, city state, etc exactly as your bank lists and any service tied to it.

Once you've done that, go read the terms and conditions to ensure that your city, state, etc is compliant with everything.

Things like kids using parents account, etc would throw it off just as a new card which means you delete and update

In rare cases your bank may no longer accept transactions from certain companies. That would still be a problem on your end which is resolved by opening an account with another bank, card service.

Not trying to be rude but I don't think there's a special ZOS new thing as the lack of posts and articles suggests it's specific to your particular situation.

starkerealm · April 2017

Callous2208 wrote: »

Waiting on my ticket also. They cancelled my recurring membership this evening and will not accept any of my cards. Bank has no idea why as the funds are there and no billing info has changed. Only been subbed like 3 years, lol.

@Callous2208, have you given the alternate browser approach a try? I realize it sounds like voodoo troubleshooting, but if you're getting an invalid address error, it might work for you.

Callous2208 · April 2017

starkerealm wrote: »

Callous2208 wrote: »

Waiting on my ticket also. They cancelled my recurring membership this evening and will not accept any of my cards. Bank has no idea why as the funds are there and no billing info has changed. Only been subbed like 3 years, lol.

@Callous2208, have you given the alternate browser approach a try? I realize it sounds like voodoo troubleshooting, but if you're getting an invalid address error, it might work for you.

Was going to but they responded to my ticket. Temporarily suspended for too many failed transactions. I'll have to do some more digging because the failed transactions from the auto renewal aren't showing up on my online statements.

kalimar44 · April 2017

I never give these game companies personal account info. I buy game cards and just pay 3 or 6 months for eso+. I guess you would have to be on a console to do this. Sony doesn't have any personal account info from me. I buy ps+ with game cards. All they know is my name and email.

Lunarhound · April 2017

NewBlacksmurf wrote: »

The issue is on your end.

The issue is not on my end.

My girlfriend and I live in the same apartment. We have the same bank. We have a joint checking account there, in addition to our personal accounts. Yesterday evening, we tried using our joint account debit card to make a purchase on my ESO account and got the same "transaction could not be completed" error. We then used the exact same card with the exact same information to make an 8.00 purchase on her account which went through without a problem. If the issue were that my bank no longer accepts payments from ZoS, the joint account card would not have worked. If it had to do with location, the fact that we live together would keep either of us from being able to complete a purchase.

As a last-ditch effort to determine whether this was my account or the card, I actually started a new account with a copy of ESO standard edition that I got during a sale and had sitting around in my Steam inventory to gift to someone, and tried to buy crowns with my debit card. The one that's constantly being rejected on my regular account. It worked just fine.
Something is obviously going on with my actual ESO account, which makes it a ZoS issue. This is not user error. It is not the bank. It is not the card. It is not the information not matching. I wish it were. It's not as if I haven't been willing to consider that. For the first few days of dealing with this, I was hoping that the problem would be on my end, because that would make it easier to address.

At this point, not only have they refused to resolve the issue, both I and she have made multiple 8 dollar purchases on multiple accounts just to "test" the issue and try to prove to their support that this is not a problem with my card, bank, etc. not to mention blown an account key that I'd been saving. We've sunk our own money into resolving this, simply in an attempt to prove that it's not just me. And we've done that because we've both put a lot of time and money into playing this game together previously that we don't go to waste. Now, though, they owe me not only a solution to the problem but, as far as I'm concerned, multiple refunds to reimburse me for these tests, since doing them is apparently the only way to prove that this isn't somehow the result of a bad card or user error.

Dragonking06 · April 2017

This might seem a bit strange but I've heard of people having this issue and wonder if this might be what's happening to you...

@Lunarhound, did you buy the game through Steam? I know you've been saying you're trying to buy the crowns through the Zeni website, but I've heard people saying that they've not been able to buy crowns through the website because they have a Steam copy of the game and have had to buy crowns through their Steam accounts.

I'm not sure if this is really a thing that happens, but I figured I'd ask. Might be the key to solving the problem. If you didn't buy it through Steam though, I'm clueless to what the problem could be, that's just messed up...

Lunarhound · April 2017

Dragonking06 wrote: »

This might seem a bit strange but I've heard of people having this issue and wonder if this might be what's happening to you...

@Lunarhound, did you buy the game through Steam? I know you've been saying you're trying to buy the crowns through the Zeni website, but I've heard people saying that they've not been able to buy crowns through the website because they have a Steam copy of the game and have had to buy crowns through their Steam accounts.

I'm not sure if this is really a thing that happens, but I figured I'd ask. Might be the key to solving the problem. If you didn't buy it through Steam though, I'm clueless to what the problem could be, that's just messed up...

No, I didn't buy the game through Steam. I pre-purchased it from Zenimax before release. I know the issue you're referring to because my girlfriend bought her copy through Steam and I remember her mentioning an issue of some kind the first time she tried to buy crowns.

Betheny · April 2017

I want you to be very clear here - what stage of the transaction with PayPal do you get to?

1) you get sent to site

2) you log into your PayPal account

3) you see the amount Zenimax wants and click pay (while in your PayPal account window not while on ESO window)

^Just give me a number that shows where you get to.

Nerouyn · April 2017

Lunarhound wrote: »

My girlfriend and I live in the same apartment. We have the same bank. We have a joint checking account there, in addition to our personal accounts. Yesterday evening, we tried using our joint account debit card to make a purchase on my ESO account and got the same "transaction could not be completed" error. We then used the exact same card with the exact same information to make an 8.00 purchase on her account which went through without a problem. If the issue were that my bank no longer accepts payments from ZoS, the joint account card would not have worked. If it had to do with location, the fact that we live together would keep either of us from being able to complete a purchase.

The problem definitely sounds like it's on their end.

I think the advice someone else offered earlier to lodge a CS ticket requesting that you be able to purchase the mount -
referencing this problem - is sound. They have a system in place which allows CS to 'buy' crown store items if you lodge a ticket.

There have been reports of players using this to get access to no longer available mounts, which ZO have officially said shouldn't have happened because it's only meant to allow players to buy currently available items, but it means that the system does allow CS to buy non-current ones for you.

Lunarhound · April 2017

Nerouyn wrote: »

Lunarhound wrote: »

My girlfriend and I live in the same apartment. We have the same bank. We have a joint checking account there, in addition to our personal accounts. Yesterday evening, we tried using our joint account debit card to make a purchase on my ESO account and got the same "transaction could not be completed" error. We then used the exact same card with the exact same information to make an 8.00 purchase on her account which went through without a problem. If the issue were that my bank no longer accepts payments from ZoS, the joint account card would not have worked. If it had to do with location, the fact that we live together would keep either of us from being able to complete a purchase.

The problem definitely sounds like it's on their end.

I think the advice someone else offered earlier to lodge a CS ticket requesting that you be able to purchase the mount -
referencing this problem - is sound. They have a system in place which allows CS to 'buy' crown store items if you lodge a ticket.

Yeah, they've actually told me at this point that I can get the mount once this is resolved and gave me a reference number I can give to CS in a future ticket. That part is fine. At this point, my concern is simply getting my ESO+ working again. It's frustrating being locked out of it and given no answers. I'm beginning to fear that this situation is going to be permanent.

Betheny · April 2017

Again skipped my questions (for the third time).

I'm going to assume you're trolling and call it a day. Hope you never get your mount or anything else.

xx

NewBlacksmurf · April 2017

Lunarhound wrote: »

NewBlacksmurf wrote: »

The issue is on your end.

The issue is not on my end.

My girlfriend and I live in the same apartment. We have the same bank. We have a joint checking account there, in addition to our personal accounts. Yesterday evening, we tried using our joint account debit card to make a purchase on my ESO account and got the same "transaction could not be completed" error. We then used the exact same card with the exact same information to make an 8.00 purchase on her account which went through without a problem. If the issue were that my bank no longer accepts payments from ZoS, the joint account card would not have worked. If it had to do with location, the fact that we live together would keep either of us from being able to complete a purchase.

As a last-ditch effort to determine whether this was my account or the card, I actually started a new account with a copy of ESO standard edition that I got during a sale and had sitting around in my Steam inventory to gift to someone, and tried to buy crowns with my debit card. The one that's constantly being rejected on my regular account. It worked just fine.
Something is obviously going on with my actual ESO account, which makes it a ZoS issue. This is not user error. It is not the bank. It is not the card. It is not the information not matching. I wish it were. It's not as if I haven't been willing to consider that. For the first few days of dealing with this, I was hoping that the problem would be on my end, because that would make it easier to address.

At this point, not only have they refused to resolve the issue, both I and she have made multiple 8 dollar purchases on multiple accounts just to "test" the issue and try to prove to their support that this is not a problem with my card, bank, etc. not to mention blown an account key that I'd been saving. We've sunk our own money into resolving this, simply in an attempt to prove that it's not just me. And we've done that because we've both put a lot of time and money into playing this game together previously that we don't go to waste. Now, though, they owe me not only a solution to the problem but, as far as I'm concerned, multiple refunds to reimburse me for these tests, since doing them is apparently the only way to prove that this isn't somehow the result of a bad card or user error.

Too many failed attempts is your issue. You continue to describe a circumstance that isn't a ZOS issue and it's no a bank issue.

It's your accounts also in the case of a joint bank account your game info hasto match the name, address etc so I'd guess your bank and ZOS account don't match however your card has your name as joint account typically have two different cards

If you were given a check book. Match that

robmich22 · April 2017

@Lunarhound I find I am having the same issue you have been having. It started with this monthly ESO plus renewal after having the same info on my account for the past 12 months
.
I have taken the following steps:

1) cleared cookies & browser history
2) tried 3 different browsers -- IE, Chrome, Mozilla
3) tried 2 different cards (card companies do not even show an attempt from ESO to charge)
4) tried paying 2 different ESO accounts
5) tried paying ESO account from a different state
6) retyped my address, my pertinent info
7) tried to buy crowns
8) I do not use steam, I launch from Betheseda "C:\Program Files (x86)\Zenimax Online\Launcher\Bethesda.net_Launcher.exe"

9) I purchased Morrowind digital upgrade on 3-16-17 with the card I HAD on account

Right now... support says they have 'escalated' the ticket (s) I have sent in.

Have you had any luck in resolving this issue on your side? Or has anyone else ran into this as well?

Smmokkee · April 2017

Lunarhound wrote: »

This is the first time I can claim to have been genuinely angry with the company behind this game. I've been waiting for the sabre cat mount, but every time I've tried to purchase crowns since it's been added, I get a message telling me that the transaction is not authorized and to contact my payment provider. I've done that. They've looked at my card and bank account up, right, left, down, and sideways, and assured me that there is no problem with the card and that the issue is on the merchant's end. Additionally, I've been able to make purchases with the card elsewhere. My girlfriend has even tried to use her card to purchase crows, with no success. Same error.

I opened a ticket with support and was told to wait 48 hours and try again. In 48 hours, the mount will be gone, likely forever unless I want to gamble for it in crates. There is no phone support that I can call to talk to an actual person. I am SERIOUSLY pissed. Yeah, I know, it's a freakin' virtual toy, but it's one I've been waiting on since it was announced and planning to purchase, but I'm being barred from doing so because of a problem on THEIR end, and support has made it clear that they will not do anything to rectify it. I posted about this in the support forums, but I'm doing so here as well, because I want it to be seen. This is HORRIBLE customer service.

Dude you won't even believe what I am dealing with right now. I resubbed on April 1st and still haven't gotten my crowns. When I filled the first ticket out I was told I would be getting the crowns on the 6th but I didn't so i had to fill out another ticket and this time they are telling me they already gave me the crowns in March... I'm like wtf that's impossible I resubbed on April 1st. Well now I can't get a response and they are refusing to give me my crowns despite the fact that Julie from the support team told me I would receive them on the 6th.

Before this encounter with them I had another encounter that took over a couple weeks to resolve. ESO Support is absolutely terrible and as it stands these guys just screwed me on the crowns and there is nothing I can do about it.

robmich22 · April 2017

Well.. I have a phone number.. will try it tomorrow.. expect terminal hold, as well as 'not my job man'.. but..maybe

Smmokkee · April 2017

robmich22 wrote: »

Well.. I have a phone number.. will try it tomorrow.. expect terminal hold, as well as 'not my job man'.. but..maybe

They never answer lol and the messages are full.

Cpt_Teemo · April 2017

I noticed I had to shut off my Kaspersky Total Security for a minute to complete a Paypal purchase with ESO try turning off your virus program first and see it might be blocking something.

Gandrhulf_Harbard · April 2017

Kyle1983b14_ESO wrote: »

I noticed I had to shut off my Kaspersky Total Security for a minute to complete a Paypal purchase with ESO try turning off your virus program first and see it might be blocking something.

If you need to turn internet security OFF to make financial transactions - the very time you want the most internet security - then it is time to get a new internet security package.

All The Best

Cpt_Teemo · April 2017

Gandrhulf_Harbard wrote: »

Kyle1983b14_ESO wrote: »

I noticed I had to shut off my Kaspersky Total Security for a minute to complete a Paypal purchase with ESO try turning off your virus program first and see it might be blocking something.

If you need to turn internet security OFF to make financial transactions - the very time you want the most internet security - then it is time to get a new internet security package.

All The Best

Yeah I don't do that for anything just game companies that are truth worthy I leave it on for everything else

robmich22 · April 2017

OK.. so... found an OLD pay pal account -- not used since 2013... I was able to use that to pay the monthly... I only had checking account linked to it - no cards. copy pasted EXACT addresses / names between the 2 accounts. and it went through.. Took Screen shots of everything to send to our DEAR friends at ZOS.. in case issues arise again ...
So.. I haven't a flippin' clue as to the how or why. but my bags are once again manageable !