Unable to login to the Support Portal

Universe · March 2016

Hello,
I have been trying to login to the support portal(which is located on https://help.elderscrollsonline.com/app/home) for over a month now.
I'm unable to login to it no matter what I do(I did password reset, double checked my User_ID, disabled all the addons on the browser, used different browsers, different computers and operating systems etc.)
Error message:
"
Authentication Error
UserID and/or password was incorrect."

I have an open ticket for more than 3 weeks.
Relevant ticket number:
160305-000882

I have submitted screenshots of the error message and all relevant information.
I'm not disclosing User_ID on forum, so please send me a private message if you would like to receive/send more information.

Please assist.

Thanks in advance.

Universe · March 2016

I didn't receive a response from the support staff.
I have an open ticket and no one is helping me.
I believe that access to the support portal is a service which I'm entitled to as elder scrolls online customer.
The fact that I'm unable to login to it, is unacceptable.
I report many bugs and sometimes I'm in need of immediate assistance which requires access to this support portal.

Please assist...

Universe · April 2016

This issue has not been resolved.
I was contacted by the customer support staff but they don't find any issue.

I tried to login by many browsers and operating systems: windows 8.1 - Mozilla Firefox, Google Chrome, Internet Explorer.
Also by a cellphone internet.
Yet I'm not able to login to the support portal no matter what I do.
All of my browsers and operating systems are up to date.

Furthermore, I have found an issue with the coding in the page of the login:
"input id="rn_LoginForm2_PTA_4_Submit" onclick="return false" value="Log In" type="submit"> </input>

Why is it set to "return false" ?
If I understand correctly, it will reject whatever data I insert to the login form...

Also, there are the following errors in the login page:
1.Loading mixed (insecure) display content "http://files.staging.elderscrollsonline.com/img/footer-ouroboros.png" on a secure page

2. Loading mixed (insecure) display content "http://files.elderscrollsonline.com/img/ratings/oflc-m.png" on a secure page

3. SyntaxError: illegal character seal:1:0

4. unreachable code after return statement login.js:34:225

5. Use of getPreventDefault() is deprecated. Use defaultPrevented instead.

I only copied this information so you will be able to assist me and others and eventually fix this.
If any of the above information is private, my apologies.

Please join this discussion if you are also unable to login to the support portal at https://help.elderscrollsonline.com
Any information which could help solve this, will be most welcomed.

Universe · April 2016

The issue has not been resolved.
I'm unable to login into the support portal.
CS suggested that I reset the password.
Also, the above information/errors have been sent forward.
It didn't help.

@ZOS_CoriJ
Please assist.
Ticket reference: 160305-000882

sobateman_ESO · April 2016

I have the same problem. can log on to the game and forums - can't get to account. repeated attempts at password reset - nothing seems to work.

ZOS_CoriJ · April 2016

@Lord
Unfortunately the most we can do from the forums is to assist if there are any hold-ups with your ticket in customer support. Your ticket is a long-standing issue that has a history of being addressed with various tiers of support. It seems that there isn't a hold-up at this time and your ticket is in the proper place for further replies. We would suggest that you standby in the meantime.

Universe · April 2016

ZOS_CoriJ wrote: »

@Lord
Unfortunately the most we can do from the forums is to assist if there are any hold-ups with your ticket in customer support. Your ticket is a long-standing issue that has a history of being addressed with various tiers of support. It seems that there isn't a hold-up at this time and your ticket is in the proper place for further replies. We would suggest that you standby in the meantime.

Thank you

Universe · May 2016

ZOS_CoriJ wrote: »

@Lord
Unfortunately the most we can do from the forums is to assist if there are any hold-ups with your ticket in customer support. Your ticket is a long-standing issue that has a history of being addressed with various tiers of support. It seems that there isn't a hold-up at this time and your ticket is in the proper place for further replies. We would suggest that you standby in the meantime.

Almost a month has passed and the issue hasn't been fixed.
I believe there is a hold up in my ticket.
The ticket's status has been changed to solved even though the issue hasn't been resolved.
Please assist.

Ticket: 160305-000882

Universe · May 2016

CS sent me an email stating that the issue is not at their side.

This is not possible, I tried to login to the support portal from many devices and networks, all updated.
It can't be an issue at my side...
I was thinking of subscribing to eso plus but I see that your CS portal is not accessable by any means and you don't seems to be eager of fixing it.
An mmo without a working CS portal is not my cup of tea.
Please escalate this issue and let a specialist take a look at my account and investigate.

If anyone experiencing this issue as well, please reply in this thread.

Ticket: 160305-000882

Riksis · May 2016

I just wanted to open a ticket and encountered the same issue.

Login to the game works fine.
Login to the 'My account' website works fine.
Login to Support page fails because of 'UserID and/or password was incorrect'

For reference, I use KeePass and copy'n'paste the password so there is no mis-typing. Pasting the password string on the account website or game client works, pasting the same string on the support page results in that error.

Any ideas, @ZOS_CoriJ?

Edit: I just had the thought that perhaps the support system uses a different login for whatever reason than the main account. But clicking on the 'Not registered yet? Sign Up' link just brings me straight to my 'My account' website.

Edit2: Gosh, I just found another thread saying that the support system limits passwords to 20 characters, whereas the account itself allows for longer passwords. Mine was 30 characters long. I changed it to 20 characters and guess what - now I can login to the support system. @Lord, @sobateman_ESO, could this be the same issue for you?
Please ZOS, get your systems in sync regarding what is a valid password....

Universe · May 2016

Riksis wrote: »

I just wanted to open a ticket and encountered the same issue.

Login to the game works fine.
Login to the 'My account' website works fine.
Login to Support page fails because of 'UserID and/or password was incorrect'

For reference, I use KeePass and copy'n'paste the password so there is no mis-typing. Pasting the password string on the account website or game client works, pasting the same string on the support page results in that error.

Any ideas, @ZOS_CoriJ?

Edit: I just had the thought that perhaps the support system uses a different login for whatever reason than the main account. But clicking on the 'Not registered yet? Sign Up' link just brings me straight to my 'My account' website.

Edit2: Gosh, I just found another thread saying that the support system limits passwords to 20 characters, whereas the account itself allows for longer passwords. Mine was 30 characters long. I changed it to 20 characters and guess what - now I can login to the support system. @Lord, @sobateman_ESO, could this be the same issue for you?
Please ZOS, get your systems in sync regarding what is a valid password....

Indeed.
I got the issue fixed a few days ago, though I wasn't able to login to it for months.
I was able to login to the support portal after changing the password to no more than 20 characters.
ZOS needs to make a notification of the password size limit or make it sync with the game server password size limit(200 characters).

imuni55 · January 2018

The problem still exists. I couldn't login on the help page until I shortened my password. This is stupid...
What's more - I'd love to report this, but I see no way to do that! I mean, there is no category in their Web Assistant for these kinds of issues! What did you report it as? The closest thing I see is bug/UI XD 'Cause it kind of IS user interface...

Universe · January 2018

imuni55 wrote: »

The problem still exists. I couldn't login on the help page until I shortened my password. This is stupid...
What's more - I'd love to report this, but I see no way to do that! I mean, there is no category in their Web Assistant for these kinds of issues! What did you report it as? The closest thing I see is bug/UI XD 'Cause it kind of IS user interface...

This is still an ongoing issue.
I can confirm that it is not possible to login to the support portal if you have an account's password longer than 20 characters.
This is most unfortunate since the security of gaming accounts is far lesser with a shorter password.
Can you please fix it so accounts with a longer password than 20 characters will be able to login to the support portal @ZOS_GinaBruno @ZOS_JessicaFolsom ?
I opened this discussion 663 days ago which is 1 year, 9 months and 23 days ago, a serious response will be most welcomed.

Thanks in advance.

Edit: This issue started years ago
The chance of ZOS changing/fixing the support portal is extremely low.
It seems this feature(max 20 characters password for support portal) is intended so players will opt for choosing shorter password(maybe to make cases of reset password rarer).
I have gotten used to it and it is not likely to be fixed/changed.

Len602302 · July 2018

Universe wrote: »

CS sent me an email stating that the issue is not at their side.

This is not possible, I tried to login to the support portal from many devices and networks, all updated.
It can't be an issue at my side...
I was thinking of subscribing to eso plus but I see that your CS portal is not accessable by any means and you don't seems to be eager of fixing it.
An mmo without a working CS portal is not my cup of tea.
Please escalate this issue and let a specialist take a look at my account and investigate.

If anyone experiencing this issue as well, please reply in this thread.

Ticket: 160305-000882

This is a bit old, I know, but it's still a MAJOR issue. I have a broken DLC (main mission with quest-halting bug), and I went to support and found my login no longer worked. I have one to log into the game.. tried that. I have one for ESO online website .. tried that, and nothing. Tried resetting password, then I get to secret question, which I know the answer to, and it says it's wrong. I'm someone who writes EVERYTHING down in text files and updates them when things change. I keep them together and have backups of the folder. Believe me, I know damn well what the correct password, user name and secret question is. This problem is on their end.

This is not the first time this happened to me either. The usual time for a response (If I DID get through) ..is about 1-2 months. If you don't drop what your doing and get right back to them they close the ticket. I learned to write the problem down in a test file as well, because by the time they get back to you, you've spent 30 hours in a different game. Then, if they fix your issue, you can't log in anymore because months have gone by and you have to contact them again. This is THE worse support system of any company. It's even worse than Rockstar. I have no way to even submit a ticket, so I just wasted $30 on Summerset DLC. Would be nice if I could log in through the game, but it just opens a webpage where nothing works. I give up.

Goratesque · July 2018

I'm a pre-order player and open beta before that, and I'm also unable to login Support. But I know my password is shorter than the limit. Here's my discussion:
https://forums.elderscrollsonline.com/en/discussion/422802/cant-login-eso-support#latest

We just want to use that feature just like anyone else ZOS!