First Booted from Server - Now Account locked! What the ...???

mmorales7b14_ESO · April 2014

I've been locked out of my account since 2:00pm today. This is really getting old. Sent 2 support tickets in and yet to have a single response. I don't understand why I or any other of your random folks like me are getting this treatment but I've had just about enough of it. You can hit me with the whole "it's still new" crap all you want. I didn't pay 100 dollars for the CE of this game to be a beta tester. They shoulda had kinks like this worked out months before millions of subscriptions were purchased

7788b14_ESO · April 2014

I would never pay six months in advance for a brand new MMO with mixed reviews. I really hope all this gets worked out for you.

Thesiren · April 2014

I'm glad it all worked out for you, OP. For a minute, it sounded like you got hacked, and the hacker changed your password/email or whatever so you couldn't get back in. I hope mmorales' account gets straightened out similarly.

Phillyas · April 2014

I have just had this happen to me tonight as well. Haven't transferred any gold to a player. I joined my first guild tonight, other than that just been questing, running dungeons. Opened a ticket 140414-123199 and got a reply saying they would "send it to the high mages" but it looks like they just closed the ticket. I don't get it...

Rhian-Skybladeb16_ESO · April 2014

All is well for now

I was able to change my password the moment they unlocked my account. Did that for my e-mail account, too

I think if my account had been hacked, everything of value would have been gone. But all my characters still had their gold and items.
So I settle (and hope) that some GM just misclicked...

Phillyas · April 2014

What do I have to do to get a response to my ticket which seems like it was just closed out? I've read through these forums that people go days/weeks without having their account unlocked. I was just questing along, minding my business, and get booted from the game and suspended for no reason. Not chatting, trading, exploiting bosses, doing anything other than keeping to myself and questing. These automatic bans based on some random triggers with so many false positives...how is this acceptable?

Rhian-Skybladeb16_ESO · April 2014

@Phillyas
I dunno if I was heavily lucky. I filed a support ticket inside the game before I was booted again, and then directly here at the ESO Website.
I explained what happened and what I was doing when it happened.

https://help.elderscrollsonline.com/app/home?region=US (though, I contacted the german support)

Took about 1 hour until they unlocked my account. So that is pretty fast and I am grateful for that.

EDIT: Btw. I did not receive any response or explanation. My account was just unlocked and I was lucky to test it at the right time.

Phillyas · April 2014

@Rhian-Skybladeb16_ESO

Yeah I think you did luck out. I'm happy for you but a lot us are not so lucky. I have not received any explanation either- just character locked, logged out, couldn't log in and suspended from the website. All my years of gaming, have never been so blatantly falsely flagged with so many others experiencing the same thing. Worst part about it is I don't even know if I need to open a new ticket or if they will respond to my existing one because it looks like they just closed it.

The only thing I think that could have caused it is I traded a green piece of gear from a chest to a party member without taking something in return because he could use it, which is something that should be totally common and normal.

False positive bans the worst thing an MMO could do to its players, especially when you don't even know if someone will look into your ticket.

Tenret · April 2014

Phillyas wrote: »

These automatic bans based on some random triggers with so many false positives...how is this acceptable?

Of course it is absolutely unacceptable

but I dont think anymore that they care about it

in a positive mood, take a look at this post, miracles also happen

Phillyas · April 2014

24 hours and still suspended, no response to ticket.

GossiTheDog · April 2014

Phillyas, log a new ticket specifically under the account suspensions category.

Phillyas · April 2014

GossiTheDog wrote: »

Phillyas, log a new ticket specifically under the account suspensions category.

I have opened a second ticket under the appeal suspension. Thanks for the advice Gossi. Seems like a lot of people are having this issue.

Ticket 140415-038099

GossiTheDog · April 2014

No problem. That goes to the team who review accounts for TOS violations.

Elsonso · April 2014

Two thoughts...

Phillyas wrote: »

These automatic bans based on some random triggers with so many false positives...how is this acceptable?

First, I consider the "automatic ban" to be urban legend. I do not recall any ZOS person saying that they were doing automatic bans.

I think every ban has been done by a human. There may be a software recommendation, and there may be humans that have made a mistake, or have not been able to see the larger picture, but I think the bans are manual.

For a number of reasons that have already been stated in the forum, automatic bans are a really bad idea. I am pretty sure they know this and figure they probably agree.

I really do wish that they would either confirm or deny it, just to put the issue to rest.

Phillyas wrote: »

Opened a ticket 140414-123199 and got a reply saying they would "send it to the high mages" but it looks like they just closed the ticket. I don't get it...

The second thing that I have been thinking about is this "closing the ticket" issue. It makes no sense to send an email to someone saying, "send me confirmation of your identity" and then saying that the issue is resolved (our definition of "closed"). There is also no reason to say that the ticket will be automatically closed if there is no response in a certain amount of time if the issue is already "closed". This means to me that "closed" has some other meaning to them that we do not share.

I cannot imagine what that could possibly be, but my instinct says that it is a lot more benign than it seems and is probably something to do with the way that Right Now handles the initial customer contact.

mmorales7b14_ESO · April 2014

UPDATE: It's been 2 days since this happened to me and still no fix. I called customer service and after sitting on hold for 45 minutes, the gentleman I spoke with stated "my account is marked permanently banned". The proceeded to tell me that he didn't have the authority to lift it so he'd send it up the ladder and I should receive a call back in 3-6 days.... Needless to say, I'm pretty infuriated.

shuriken39b16_ESO · April 2014

Srugzal wrote: »

Rhian-Skybladeb16_ESO wrote: »

Update: Seems they have unlocked my account again. Now I just hope that I receive an explanation so I can sleep well tonight.

The thought that I was either being hacked or mistaken for one of those gold-seller/bots creates a foul taste in my mouth.

Whoever showed mercy and unlocked my account - THANK YOU!

Change your password. Use a random password generator. Divines, what a nightmare...

^this a thousand times over. Not only that but change the email password associated with your account often. Once a month at least.

Rhian-Skybladeb16_ESO · April 2014

Can only second that... change passwords of important accounts often and on a regular base.

mmorales7b14_ESO · April 2014

DAY 3 STILL BANNED. This is absolute bull. The people I quest with are 10 levels higher than me. Nothing back from customer service besides and apology about how long it's taking them to conduct their "investigation". There's nothing to *** find. Your auto ban system is *** and it's banning people that didn't do anything wrong. FIX IT!!!!!!!!!!!!!!!

Evergreen · April 2014

The problem with these threads is trying to figure out who really deserves the ban. For example if someone is taking advantage of the item duplication exploit than you deserve the ban. I guess the only problem is if you accidentally violated TOS by benefiting from an exploit but I think the data can fairly determine who is naive and who is truly guilty.

ZOS_TristanK · April 2014

Hello, all. We are closing this thread as our Code of Conduct states that discussing disciplinary actions is not allowed on the forums. If you were suspended or suspect that you were suspended from ESO, please contact our Support Team for more information if you haven't done so already. If you have already submitted a ticket to our Support Team, they will reply to you via email to discuss your account.