Cannot buy Morrowind Upgrade

Karthos · June 2017

So, after quite some time allowing the client to update, I was now presented with the demand to upgrade to Morrowind.

Fine, so I clicked to go to the store, located the Morrowind Upgrade option. That brought up information about the product, so I readily clicked the 'Buy Now' button, only to be returned to the the main store page. Clicking through to the product and the Buy Now button simply sets me on an infinite loop.

I would really love to upgrade, but ESO is no making this easy for me!

skywarnmc27 · June 2017

Yep ESO store is bugged, and Currently they refuse to do anything about it. I have yet to see a single ZOS response either. Really pathetic. I have worked retail nearly all my life, and this is how a company goes bankrupt.

Rhoric · June 2017

skywarnmc27 wrote: »

Yep ESO store is bugged, and Currently they refuse to do anything about it. I have yet to see a single ZOS response either. Really pathetic. I have worked retail nearly all my life, and this is how a company goes bankrupt.

It is not bugged. You have been posting this same response pretty much everywhere. Log into your account first before going to the store.

@Karthos Go to the account tab first and log into your account. Once you do that go to the store and then you will be able to purchase from the store.

Karthos · June 2017

Logging in has no impact. I've had myself logged in to the store, which still gets me stuck in this infinite loop.

I'll wait a few weeks to see what happens.

Rhoric · June 2017

Try a different browser. Also do a hard refresh to clear browser cache out, hit F5

hanzotherazor · June 2017

I can't buy the Morrowind expansion, either. Clicking on the "Buy Now" button just leads back to the store front, as Karthos describes.

I know I am logged in to my account. I have tried to buy the expansion on four different web browsers: Chrome, Safari, and Edge on my computer, and Safari on my iPad. All with the exact same results.

It's not me. It's not my computer.

Rhoric · June 2017

It has to be a problem on your side. I just tried buying from the store on my computer here at work which is using chrome on windows xp and it took me to the store. Was able to select the version I want, select country, select what platform and everything.

My home computer uses Windows 10 Creator and everything works fine there also.

hanzotherazor · June 2017

It sounds like you are talking about the "Buy Now" button in blue in the top right corner of the screen, no? That's not what we're talking about. That's just a gateway to take you to the specific storefront product page for the platform and version you want. Sure, I can go to that page, select the "ESO: Morrowind Upgrade", "PC/Mac", "US", and then select "ESO Store". That brings me to the product page here:

https://account.elderscrollsonline.com/store/product/eso_morrowind_upgrade

THIS is the page where we are having a problem. See the "Buy Now" button there? The one that is sort of a gold color? When I click that "Buy Now" button, it takes me to this page:

https://account.elderscrollsonline.com/store

From there, I can click the link to buy the Morrowind Upgrade, which takes me back to the produce page, here:

https://account.elderscrollsonline.com/store/product/eso_morrowind_upgrade

And when I click the "Buy Now" button, it takes me here:

https://account.elderscrollsonline.com/store

And so on. There is no way to actually complete the transaction.

I have tried now with three different computers and a tablet, four different operating systems, three different web browsers, and two different IP addresses. I'm sorry, but it's not me. It may be that only certain accounts are glitched, but that is certainly not a problem on my end.

I'm an ESO Plus subscriber, but right now, I'm not very satisfied. There can only be so many hoops a customer should be expected to jump through to get a business to take their money.

Rhoric · June 2017

You really don't think I know what I am talking about. I just logged into my account went directly into the store by clicking on the link you posted. Was able to go thru everything right up to the confirmation part.

hanzotherazor · June 2017

The fact that you can has no bearing on the fact that I CAN'T.

https://drive.google.com/open?id=0BwOj2CvBd-LuT2tjeml5eTA3eHc

I repeat, I have tried to do this on multiple different devices, using different web browsers running on different operating systems, and with different IP addresses. I even tried to do it through a VPN. Nothing I do makes any difference.

SisyphusMex · June 2017

I have precisely the same issue and have gone through the busted flow on multiple device/browser configurations. This whole "it must be a problem on your side" is one of the most useless statements you can use and has absolutely no value in these conversations. A large portion of issues will be a problem on the reporter's side. That's how these things work.

Now, in an effort to actually help identify what the problem is, what I have experienced makes it seem closer to an account issue and not a hardware/software issue. My roommate was able to go through the proper flow, so I logged into my account on his computer using the same browser, in both the same session and a new session with a cleared cache, to see if it was a software/hardware issue. This did not work.

SisyphusMex · June 2017

It definitely might be an account issue. I submitted a ticket via the WebAssist tool ( https://help.elderscrollsonline.com/app/webassist/incident ) and it was resolved earlier today - with a roughly 16 hour turnaround time.

When you go through the WebAssist tool, make sure you are logged into the support site. If the "Log In" button does not function after you put in your credentials, make sure to turn off whatever ad blockers you might have - even if you have disabled it for the main ESO site and forums as it seems to be a different domain.

From the WebAssist tool, select "Billing" and then select the game purchase option. Hopefully your wait time will be shorter.

Karthos · June 2017

I'm currently in the process of getting this looked in to with customer support, using the much the same process as thatdamnboulder suggested. I'd recommend others to do the same if you're still having trouble.

hanzotherazor · June 2017

Customer support fixed this problem for me this evening and I was able to purchase the upgrade. It was a problem with my account and they were able to make some changes that fixed it.

Just do what SisyphusMex suggest above and submit a ticket to Billing through WebAssist.

Karthos · June 2017

hanzotherazor wrote: »

Customer support fixed this problem for me this evening and I was able to purchase the upgrade. It was a problem with my account and they were able to make some changes that fixed it.

Just do what SisyphusMex suggest above and submit a ticket to Billing through WebAssist.

That sounds promising. At the moment, I am continually explaining to each and every bloody customer support person my situation after they offer me the same unhelpful information. Seriously, have had 4 replies from 4 different personnel!