Can't log in to support portal - refund request.

giladmitraniprerb18_ESO · September 2020

Hi,
I wanted to come back to the game after several years, bought Greymoor upgrade and i feel cheated.
1) no necromancer class - main reason i even considered getting the upgrade
2) no morrowind, nor any other expansion other than greymoor

now i can't even play with my girlfriend who got the standard edition and her characters start in morrowind.
what the hell?!

giladmitraniprerb18_ESO · September 2020

Nairinhe · September 2020

I'm just going to point out that you can absolutely play with your girlfriend in the zones you both have access to. You are not restricted to the starting zone after completing the tutorial.
Also there's a difference between "edition" which is full game including base and "upgrade" which is only the latest chapter.

giladmitraniprerb18_ESO · September 2020

thank you for the reply.
However that is hugely misleading.
why would i get the "edition" when i already had the base game from 6 years ago when it was released?!

Nairinhe · September 2020

giladmitraniprerb18_ESO wrote: »

thank you for the reply.
However that is hugely misleading.
why would i get the "edition" when i already had the base game from 6 years ago when it was released?!

Because it doesn't say anywhere that upgrade includes other chapters, and it's reasonable to do a bit of research to see what exactly includes what?
Also, edition may end up cheaper than buying the chapter upgrade, and all the chapter zone DLCs and classes and whatever else got separated after they go into the crown store.

giladmitraniprerb18_ESO · September 2020

i respect your opinion on the matter,
yet I'll wait for a response from staff.

Taleof2Cities · September 2020

In the meantime, you should get an Online Support ticket going, @giladmitraniprerb18_ESO. Be sure to list the ticket number in your thread here.

To summarize your issue:

You bought the Greymoor Upgrade instead of the Greymoor Standard Edition ... and you’d like to pay the difference to move up to the Standard Edition and get access to the other content you mentioned.

Correct?

giladmitraniprerb18_ESO · September 2020

either paying the difference, or refunding the entire thing and sticking to standard would be fine by me.
this in-between is hell.

I did the "account recovery" questionnaire they ask you to do if you can't log in to support
did not even receive a confirmation email, i have no way to track this issue

forum was my last resort.

ZOS_Bill · September 2020

@giladmitraniprerb18_ESO

After going through the account recovery process, did you get a ticket number that we can check on?

If so, please feel free to post the ticket number in this thread.

giladmitraniprerb18_ESO · September 2020

not that i've noticed.

giladmitraniprerb18_ESO · September 2020

@ZOS_BillE I got a reply from the customer support. but i have no idea how to reply to them now.
reply to the email?
log in to bethesda.net and find my ticket there?
i don't have an account for that site.

giladmitraniprerb18_ESO · September 2020

@ZOS_GinaBruno @ZOS_BillE @ZOS_KaiSchober @ZOS_AntonioP @ZOS_Adrikoth

Issue with support portal was quite a surprise.
Customer support people told me to "open ports 80, 443" on my firewall

so yeah, that wasn't helpful at all.

I dug into the authentication request in the support portal and viola there were two things that I saw.
1) failure to log in to support portal was caused by my password having special characters that were URL encoded on the client and were probably not decoded by the server before authenticating my request.
Specifically the < character.
Changing my password solved the issue.
Lets be reminded that:
* I was able to log in to the game
* I was able to log in to the crown store
* The only place i wasn't able to log in, was the support portal.
Thus it is clear as day that the issue could definitely not be on my end, and surely not ports 80,443 on my firewall.

2) During authentication My credentials: username and password were sent as CLEAR TEXT over the internet for ANY prying eye to pick up and steal my account

TL;DR:
Support portal log in exposes customer's credentials as part of the authentication request URL query parameters

To anyone who is reading this, do NOT log in to support portal until this issue is addressed and fixed.

ZOS_Bill · September 2020

@giladmitraniprerb18_ESO

Please check your forum inbox as I've sent you a PM regarding your ticket.