Aside from offering best wishes that customer support sorts this out, there's not much we can do.

Though, I would say, update your ticket, don't just blindly send emails, because that's not how this system works.

Phone them.

Your email has probably been flagged in some manner. As you said, "multiple claims to the account with correct details".

There is also the General Help forum, which may get you a better response.

Good luck!

Nemesis7884 wrote: »

How can one protect against hacking? I dont think there is 2 factor authentification?

Couple things:

First, make sure your email account is, in fact, secure. Don't reuse a password for it. If your game password and email password are the same, that authentication step is meaningless.

Second, use a non-standard email for verification systems (like ESO's.) Yes, I'm telling you to set up an entirely different email for this game. (Or at least for your gaming, and possibly some other specific, trusted, services.)

Third, make sure your game password is secure, and does not match ones you use elsewhere. You can check HaveIbeenPwned to see if your email has been in any mass database breaches. If you believe your password has been compromised, change it.

Fourth: Learn how to generate, and use, reasonably secure passwords.

As always, there's this fun XKCD strip:



I don't recommend following that exact formula, because at this point a 4 place dictionary search attack is pretty viable. But, you can flavor it up a bit, while following that basic structure and you should be fine.

Also, if you've never read Brian Krebs's work. I'd recommend it. Not a lot about password security, but a ton on internet security as a whole. Most if it isn't going to be applicable, but it's worth knowing more about the world you live in.

Finally, practice good system hygiene. Keep an antivirus running, don't spend time on sketchy sites. Be cautious about installing software from unknown sources. Stuff like that. There are a lot of resources to get you started on how to keep your system in good condition.

The primary means of hacking your account are as follows:

You reused a password that was compromised in a breach. Now, ESO isn't going to be the first thing they check, but it's up there.

Someone gets you to give out your password. Most often this will be one of those emails that says, "log in or your account will be banned because reasons." Guess what? Log in through that site and you lose the account anyway. Another way would be they get you to install a piece of software. "Hey, look, this addon with an external .exe will let you use it as an out of game auction house." Only, it's a keylogger, so your password for the game, and probably your email gets hoovered up.

Ironically, another good way to potentially lose your account is if you reuse your ingame password elsewhere. Not all sites are trustworthy, so that weird fan site you frequent, turns out to be not on the level, and whoops, they have your password, @name and Email. Again, bonus points if your email and @name match, as do both passwords. Then it's a single point of failure for both accounts and you're hosed.

There are possibilities for failure on the backend. But, realistically, it's usually going to be one of those above, or something similar.

There are also other ways to compromise security; for example: if you're using a wireless keyboard, and someone is close enough to pick up the signal (which, with signal boosters can get you to a couple hundred yards, you can potentially get remote control over a system. But, that's a weird edge case, and more sophisticated than you'd see from someone trying to swipe an MMO account.

Obligatory: I really wish ZoS would release a 2-Factor Auth System for those of us who'd like to use it.

SWTOR has it done right. Use 2-Factor, get goodies. Saves Support man-hours.

At this point, I'd pay extra just to have the feature.

@starkerealm I didn't learn anything from your post and I already knew the strip, but for all the trouble you went through, you get an insightful. That's valuable information there.

start filing disputes on all charges for theft of funds bet they start talking to you then.

SAMEASLEYb14_ESO wrote: »

start filing disputes on all charges for theft of funds bet they start talking to you then.

That wont work, you can get in massive legal trouble for it. Besides most banks a companies look in to it before charging back and if your found to be trying to "froud" a company they can inform the law. Least here in the usa.