The Elder Scrolls Online

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Can't log into support site

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takai.kurosawab14_ESO
takai.kurosawab14_ESO
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I've tried this before a while back when I was trying to help a friend sign into the support site, but this still hasn't been fixed.

I'm trying to log into the support site here: https://help.elderscrollsonline.com/app/utils/login?p_next_page=mw_incident through google chrome, but no matter what I do, logging into the site doesn't work. I've reset my password twice now but the site responds telling me that there's an authentication error.

Here's the thing: I can log into the game just fine using my username and password, and I can log into the account page just fine using the same credentials. But the damn support site refuses to accept my username and password, and just won't log me in.
  • takai.kurosawab14_ESO
    takai.kurosawab14_ESO
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    Found the issue: The login page linked above only allows you to enter a password with a maximum character limit of 20. I have a password that is longer than 20 characters, but when I changed my password to a shorter password, I was allowed in.

    Please fix this issue whoever is in charge of the support page, because everywhere else on TESO site you can log in with a password larger than 20 characters.
  • Ignotus
    Ignotus
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    I discovered this a long time ago and reported it to no avail. I'll see if I can find it.

    EDIT: I was having the same issue back in December 2015. If you create a password to login to the game using the rules they give you, you can't login to the support site with it. I don't know what the current rules are, but when I posted, you could use up to 200 characters and you could use punctuation. The support site either doesn't take passwords that long, or doesn't like punctuation. Here is my thread from 2015 for posterity.
    https://forums.elderscrollsonline.com/en/discussion/234598/how-do-you-log-into-the-support-site-neither-forum-or-game-login-info-works#latest
    Edited by Ignotus on May 11, 2017 10:34AM
  • zulikab14_ESO
    zulikab14_ESO
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    This is possibly an issue with a tie in from a cloud based customer service tool by a company called RightNow that was purchased by Oracle. If so, the poor folks at ZOS cannot fix it themselves.

    I know ZOS used it at launch as I had to put in a service ticket once and the process was so sketchy looking I had to research some things to make sure I was not getting phished. Security, or having a professional looking product, is not one of the top concerns at Oracle RightNow to say the least. The people I spoke with were great and easily resolved my issue, but the automated systems process part was embarrassing and I felt sorry for the people that had to use it.

    Forgot about this issue though too. Just came in to register my physical CE of MW for Early Access, probably like you chaps.
  • Ignotus
    Ignotus
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    They probably cannot adjust/fix the issue on the support site end of it (something out of their control or not easily fixed), but they could probably adjust it on the other end with the password rules for the game client (something that should be totally in their control). They should change the password rules for the client to match the rules for the support site if they are going to have the site and the client use the same credentials. That seems pretty obvious to me. Why would you have that type of inconsistency? They have two products that use the same credentials, but the two products have different rules for what's acceptable! It's mind-boggling to me and appears unprofessional or unpolished. :s

    EDIT: Does anyone know of an appropriate person that could be tagged to look at this? Someone like a website person, tech person, etc.? I'd rather not tag the usual suspects like Gina since I'm sure they are probably swamped right now and would just need to pass the issue on to someone else anyway. There should probably be a list somewhere of the ZoS people that use the message board along with what they do.
    Edited by Ignotus on May 12, 2017 5:51AM
  • marret
    marret
    Soul Shriven
    I cannot log in either, i want to so I can register my morrowind collectors physical edition, I sent them an email, but the first person did nothing for me just said sorry we are experiencing high amount of tickets.
  • zulikab14_ESO
    zulikab14_ESO
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    marret wrote: »
    I cannot log in either, i want to so I can register my morrowind collectors physical edition, I sent them an email, but the first person did nothing for me just said sorry we are experiencing high amount of tickets.

    If your password is 20+ characters make sure you reset it to something less just to log in to the support pages and then change it back later as the guys above indicated. That worked for me.
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