Can't recover account. Help?

aularb14_ESO · April 2020

I played ESO back in 2013 at launch. I'd like to come back and check it out, however, I can't seem to recover my account.

1. I went to https://account.elderscrollsonline.com/login. Attempted to log in. I keep getting "Incorrect UserID or password. Please try again."
2. I attempt to use the "forgot userID" or "forgot password" links. It recognized my (old) email account (which I can still log in to), and says it's sent a recovery link.
3. I look in that email account, and no link. I waited a day - no link still. Check spam folder. no email.
4. I attempted a recovery again. Nothing.
5. I *CAN* manage to log into https://bethesda.net/en/account/ - and manged to log into these forums. Neither of those usernames displayed will let me log into the game.
6. I have submitted two help/support tickets to recover my account. I go here: https://help.elderscrollsonline.com/app/home?region=US and click on "Account recovery", and it takes me here - https://help.bethesda.net/app/account_recovery/p_id/eso.
7. I have filled out the form. I've not gotten an email confirmation about my ticket, it's not in my ticket/support portal (https://help.bethesda.net/app/account/overview), and I have no way to look up the support ticket number (200415-010065).

How am I supposed to recover my account, please? This is very frustrating - the linkage between ESO, Bethesda, the forums, and the game, are not clear.

- Aular

Nestor · April 2020

There have been a couple of forced password changes over the years. So you have to reset your password, you need access to the original email you used to do that. Have you tried to change your password from the account age here?

This should not matter but they moved inactive accounts to off line storage, but that should only result in a delay of a few seconds.

@ZOS_BillE @ZOS_GinaBruno can you help?

aularb14_ESO · April 2020

Nestor wrote: »

There have been a couple of forced password changes over the years. So you have to reset your password, you need access to the original email you used to do that. Have you tried to change your password from the account age here?

This should not matter but they moved inactive accounts to off line storage, but that should only result in a delay of a few seconds.

@ZOS_BillE @ZOS_GinaBruno can you help?

Yes. I've tried the password recovery from: https://account.elderscrollsonline.com/. I enter my email address (which I don't use anymore but still have access to). I enter the email. Click "reset my password". Page indicates it sent a password recovery e-mail, but I never get the email. Have done this 6+ times now. No e-mail ever arrives (and I've checked Spam folders).

Nestor · April 2020

Try changing your email to a more current address.

Elsonso · April 2020

Nestor wrote: »

This should not matter but they moved inactive accounts to off line storage, but that should only result in a delay of a few seconds.

I thought that they moved the account cold storage to next year.

aularb14_ESO · April 2020

Nestor wrote: »

Try changing your email to a more current address.

Not sure how I would go about this. My forum account is linked to email@gmail.com (new/current); the URL above (https://account.elderscrollsonline.com/) says my gmail account doesn't exist. I enter my old account (email@yahoo.com), and it finds that, but won't send an email.

I was able to get into my forum account, and can log into the Bethesda portal (https://bethesda.net/en/account/), but neither places seems to let me into the ESO account to actually play the game linked to my account.

Nestor · April 2020

https://account.elderscrollsonline.com/users/account

Elsonso wrote: »

Nestor wrote: »

This should not matter but they moved inactive accounts to off line storage, but that should only result in a delay of a few seconds.

I thought that they moved the account cold storage to next year.

They might have, not sure.

Nestor · April 2020

aularb14_ESO wrote: »

Nestor wrote: »

Try changing your email to a more current address.

Not sure how I would go about this. My forum account is linked to email@gmail.com (new/current); the URL above (https://account.elderscrollsonline.com/) says my gmail account doesn't exist. I enter my old account (email@yahoo.com), and it finds that, but won't send an email.

I was able to get into my forum account, and can log into the Bethesda portal (https://bethesda.net/en/account/), but neither places seems to let me into the ESO account to actually play the game linked to my account.

Probably have to wait for BillE to help with this. He works days.

ZOS_Adrikoth · April 2020

Hi there @aularb14_ESO we can confirm that your ticket #200415-010065 is open and a member of our support team will reach out as soon as they can.

When submitting an account recovery ticket, we ask that players include a valid email address that you currently have access to. There is a box on the form that you can check labeled "I cannot be reached at this email" that then allows you to provide a valid email address.

So long as a valid email address was provided in this form, then you should receive a reply. Please be aware that we are currently experiencing high contact volumes, due to the impact of COVID-19, and you may experience increased waiting times when contacting Customer Support.

aularb14_ESO · April 2020

ZOS_Adrikoth wrote: »

Hi there @aularb14_ESO we can confirm that your ticket #200415-010065 is open and a member of our support team will reach out as soon as they can.

When submitting an account recovery ticket, we ask that players include a valid email address that you currently have access to. There is a box on the form that you can check labeled "I cannot be reached at this email" that then allows you to provide a valid email address.

So long as a valid email address was provided in this form, then you should receive a reply. Please be aware that we are currently experiencing high contact volumes, due to the impact of COVID-19, and you may experience increased waiting times when contacting Customer Support.

I have access to the old email account; I just don't use it except when I need to recover something like this. Is there a way for me to check on the status of the ticket once it's submitted? I can't seem to find a way to link it to my forum or Bethesda accounts nor can I look it up anywhere.

DarknessAngel · April 2020

I pretty much have the same problem. i have a ticket open as well. i log into the game asks for a code. i never get that email. also attempting to update from my old email to my new email. i have access to both. i've tried changing it and it says i should get an email. that email never shows up either. I just bought greymoor and elswyr and i'm starting to regret it. cant play. have a feeling it'll be 2 weeks before i can. you'd think they'd have teams split up for simple issues and some for harder issues. these are simple issues, that someone can go through in a matter of minutes each. Either way, were stuck waiting for support, i know how it is used to work at a help desk. so i'll stand by. keep waiting and good luck.

Elsonso · April 2020

DarknessAngel wrote: »

I pretty much have the same problem. i have a ticket open as well. i log into the game asks for a code. i never get that email. also attempting to update from my old email to my new email. i have access to both. i've tried changing it and it says i should get an email. that email never shows up either. I just bought greymoor and elswyr and i'm starting to regret it. cant play. have a feeling it'll be 2 weeks before i can. you'd think they'd have teams split up for simple issues and some for harder issues. these are simple issues, that someone can go through in a matter of minutes each. Either way, were stuck waiting for support, i know how it is used to work at a help desk. so i'll stand by. keep waiting and good luck.

If your second email is with the same provider, you might consider that your provider is blocking email from ZOS as spam. It could be blocked such that you never even see it. For example, I have not received even confirmation emails from the ticketing system in quite a while. I don't know if ZOS has stopped sending them, or if my provider is blocking them as spam.

DarknessAngel · April 2020

One is with gmail (old email setup with account) the other is with outlook. Gmail is where i'm not recieving it. I'm recieving emails from the forums though, and everywhere else. I would think gmail being such a large email provider, wouldnt be blocking this, just if anything sending it as spam, or to one of the tabs in the inbox. But we shall see.

Elsonso · April 2020

GMail is not blocking ZOS ticket responses at a system level. I can attest to that. For a brief, glorious, moment, my ticket was on the top of the pile.

They replied, asking for some information. I replied. Now, it is buried in the pile, down where the mushrooms are fearful.

But, now I know that GMail is working.