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• https://forums.elderscrollsonline.com/en/discussion/683901

Support ticket is no longer visible?

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RestWellThisNight
RestWellThisNight
Soul Shriven
I submitted a support ticket (200418-012180) on 4/18 regarding a character I can no longer play because it fell through the world. I got an automated response and updated the ticket again. The last I saw it was waiting on an agent. I understand that response times are longer right now, but I had been following it on my support page and it's no longer appearing there. I did recently update the e-mail address on my account, and I'm wondering if the tickets are tied to e-mail instead of account? I don't want to reply to the last notification I have for the ticket, as my understanding is that updating the ticket will put it at the end of the queue.

To staff: Could someone verify the status of my ticket and possibly tie it back to my account so I can view it?

To anyone else: Any suggestions for how I may be able to solve this myself? As soon as I log in, the character resumes falling, and once it falls a certain distance, it automatically logs me out of my account entirely. I can't wayshrine or travel to player because the falling interrupts it. I can't use the unstuck command because I get logged out before it finishes. I only get about 15-20 seconds from loading in to being booted.

Thanks for your help.

Best Answer

  • ZOS_Adrikoth
    ZOS_Adrikoth
    admin
    Hi there @RestWellThisNight we can confirm that your ticket is still open and a support agent will reply as soon as they can.

    Please be aware that updating your ticket will put it at the end of the line and delay the response time so we recommend only updating your ticket as needed.

    Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19.
    Edited by ZOS_Adrikoth on May 2, 2020 1:39PM
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  • MilkJugg24
    MilkJugg24
    ✭✭
    @RestWellThisNight

    There were a couple of people who had this issue earlier this week, but as far as I'm able to tell, none of them have had their issues resolved yet.

    Here is a thread that was discussed yesterday: https://forums.elderscrollsonline.com/en/discussion/524830/character-stuck-falling#latest

    Off the top of my head, I don't really know of any suggestions that work. I'm kind of surprised that the /stuck command doesn't work for you or others.

    As for the ticket, I don't think adding to, or responding to a ticket puts it to the back of a queue. So, I would advise you to make a note every few days if you're not sure about a status to ensure the person responding that you are still having trouble.
    I play on PC NA! Currently looking for a casual dungeon and trial group/guild. If you want to talk, feel free to message me here or in-game to Pizza (Yes, I'm the original Pizza)
    Follow me on Twitter for video games and cats. I also casually stream on Twitch!
  • Darenohej
    Darenohej
    ✭
    you can try to join the group and enter the dungeon, you can also ask your friends to send potions that cause damage to kill themselves.
    Support now responds in about 10 days. Not in any case do not update your ticket!
  • RestWellThisNight
    RestWellThisNight
    Soul Shriven
    Thank you @MilkJugg24, @Darenohej, and @ZOS_Adrikoth for your replies! I really appreciate it.

    I will definitely try the damage health potion thing while I'm waiting on a response to the ticket. I obviously couldn't craft one on that character or access my bank from that character, but for some reason I completely spaced on just asking someone else to send me one.
  • MilkJugg24
    MilkJugg24
    ✭✭
    RestWellThisNight wrote: »
    I will definitely try the damage health potion thing while I'm waiting on a response to the ticket. I obviously couldn't craft one on that character or access my bank from that character, but for some reason I completely spaced on just asking someone else to send me one.

    @RestWellThisNight

    Please let us know if that worked well for you, so I can recommend that solution to others who come in here.
    I play on PC NA! Currently looking for a casual dungeon and trial group/guild. If you want to talk, feel free to message me here or in-game to Pizza (Yes, I'm the original Pizza)
    Follow me on Twitter for video games and cats. I also casually stream on Twitch!
  • RestWellThisNight
    RestWellThisNight
    Soul Shriven
    @Darenohej - Thanks again for the suggestion. Unfortunately, just for the record, I couldn't try it because I can't access my mail while falling. The mail window can be opened, but I can't read messages or retrieve items.

    @MilkJugg24 - Sadly, no, because I could not retrieve the potion from my mail. Had I been able to get it, I might still have been logged out before it could tick my health down enough, but now I guess I'll never know.

    Back to waiting on the ticket.
    Edited by RestWellThisNight on May 2, 2020 8:12PM
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