Money taken for Blackwood preorder - no items received

eggsonlegs · January 2021

I bought the collectors edition of Blackwood during the stream, money was taken from my Pay Pal account (have that transaction number) but did not receive a confirmation email from Zenimax and it's not showing in game as purchased. Help please!

Hip_Uncle_Z · January 2021

eggsonlegs wrote: »

I bought the collectors edition of Blackwood during the stream, money was taken from my Pay Pal account (have that transaction number) but did not receive a confirmation email from Zenimax and it's not showing in game as purchased. Help please!

I'm having the same issue with a year membership I bought.

I submitted a support ticket, but there's nothing updated yet.

eggsonlegs · January 2021

Hip_Uncle_Z wrote: »

eggsonlegs wrote: »

I bought the collectors edition of Blackwood during the stream, money was taken from my Pay Pal account (have that transaction number) but did not receive a confirmation email from Zenimax and it's not showing in game as purchased. Help please!

I'm having the same issue with a year membership I bought.

I submitted a support ticket, but there's nothing updated yet.

I've ended up submitting a ticket with Pay Pal themselves about the transaction in the hope it'll be resolved as soon as possible because it's a lot of money!

I hope that they will also sort your issue too, it's a shame these things happen

Hip_Uncle_Z · January 2021

Please update here if/when you get results, @eggsonlegs. I've never had good luck with support tickets.

eggsonlegs wrote: »

Hip_Uncle_Z wrote: »

eggsonlegs wrote: »

I bought the collectors edition of Blackwood during the stream, money was taken from my Pay Pal account (have that transaction number) but did not receive a confirmation email from Zenimax and it's not showing in game as purchased. Help please!

I'm having the same issue with a year membership I bought.

I submitted a support ticket, but there's nothing updated yet.

I've ended up submitting a ticket with Pay Pal themselves about the transaction in the hope it'll be resolved as soon as possible because it's a lot of money!

I hope that they will also sort your issue too, it's a shame these things happen

Raikiki · January 2021

Hey, i have exact the same problem.
I preordered yesterday with paypal, but didnt received anything.
Heres my ticket with a screenshot of my payment.
210126-006217
@ZOS_BillE, @ZOS_Adrikoth: Can you help us?

eggsonlegs · January 2021

Raikiki wrote: »

Hey, i have exact the same problem.
I preordered yesterday with paypal, but didnt received anything.
Heres my ticket with a screenshot of my payment.
210126-006217
@ZOS_BillE: Can you help us?

I submitted a ticket with them too - 210126-007367

I really hope they can resolve this issue soon!

method__01 · January 2021

well 12 hours passed and no word from official Zos....

hallo, we arent asking for a favor here,just tell us what we should do

maybe i just cancel purchase and let u ppl start exchange mail with paypal,wth

Raikiki · January 2021

method__01 wrote: »

well 12 hours passed and no word from official Zos....

hallo, we arent asking for a favor here,just tell us what we should do

maybe i just cancel purchase and let u ppl start exchange mail with paypal,wth

I am afraid they will ban my account when i just cancel the purchase, we all know ZOS.
But yeah, we have paid so much money and get no fast response....Thats annoying.

RedMuse · January 2021

@ZOS_BillE could you please look into this?

Vagabond_Outcast · January 2021

Same problem, paid via Visa card. Submitted a ticket.

Superkraut · January 2021

Same Problem as well. Purchased through Steam (only using Steam for Purchases, I am playing through the Launcher from the Website though) Even received a confirmation Email that the purchase is complete. But nothing is actually showing in my account. None of the pre-ordered things are showing in Game. I double checked to make sure my accounts are linked. I bought last years DLC upgrades through Steam before and had no issues

ZOS_Adrikoth · January 2021

Hey there folks,

Please be sure to open up a support ticket if you are experiencing an issue with your purchase! Our support team will be glad to look into this for you.

@Raikiki and @eggsonlegs we can confirm that your tickets have been received and a member of our support staff will reach out as soon as possible. Thank you for your patience.

Raikiki · January 2021

@ZOS_Adrikoth
Thank you for your answer.
I checked my Ticket and its already answered.
I also checked my bankaccount and as i can see the money has not yet been debited from the account and is stored as a reserved transaction on my account. So i have to wait 1,2 tills the transaction is done.
Maybe thats also the case for everybody else waiting for their digital CE. The Support told me to be patient and check again in 1-3 days.

Superkraut · January 2021

ZOS_Adrikoth wrote: »

Hey there folks,

Please be sure to open up a support ticket if you are experiencing an issue with your purchase! Our support team will be glad to look into this for you.

@Raikiki and @eggsonlegs we can confirm that your tickets have been received and a member of our support staff will reach out as soon as possible. Thank you for your patience.

For me at least, it seemed to be an issue with Steam. I did send in a refund request through their page now (haven't gotten an answer yet) and purchased the Chapter again on the Official ESO website through the ingame Link on the Crown Store and it worked out now. Chapter has been unlocked now and all pre-order Stuff as well. Hope that doesn't cause any issues as soon as the refund from Steam will be through.

eggsonlegs · January 2021

Hip_Uncle_Z wrote: »

Please update here if/when you get results, @eggsonlegs. I've never had good luck with support tickets.

eggsonlegs wrote: »

Hip_Uncle_Z wrote: »

eggsonlegs wrote: »

I bought the collectors edition of Blackwood during the stream, money was taken from my Pay Pal account (have that transaction number) but did not receive a confirmation email from Zenimax and it's not showing in game as purchased. Help please!

I'm having the same issue with a year membership I bought.

I submitted a support ticket, but there's nothing updated yet.

I've ended up submitting a ticket with Pay Pal themselves about the transaction in the hope it'll be resolved as soon as possible because it's a lot of money!

I hope that they will also sort your issue too, it's a shame these things happen

The game is now showing on my account even though I've not heard anything from customer support so fingers crossed my items are there when I log in. I hope they've managed to resolve your issue too?

method__01 · January 2021

all good here,items,pet,mount and new chapter in my collections

tactx · April 2021

I just bought the blackwood collectors edition and didn't get any of the items promised either. I created a ticket.

eggsonlegs · April 2021

tactx wrote: »

I just bought the blackwood collectors edition and didn't get any of the items promised either. I created a ticket.

I hope they can resolve your issue soon! I now have my items but never heard from customer support (apart from the reply here)

tactx · April 2021

Still nothing received and support hasn't been helpful or very responsive. Maybe @ZOS_Adrikoth will look into it? If no results, then I guess I'll just get a refund.

ZOS_Adrikoth · April 2021

Hey there @tactx

Could you please provide your ticket number so that we can check on its status for you?

tactx · April 2021

@ZOS_Adrikoth the ticket number is 210404-004371. Thanks.

ZOS_Adrikoth · April 2021

Thank you @tactx

We can confirm that your latest reply has been received and your ticket is with the right team. Please be aware that updating your ticket multiple times will put it at the end of the line and delay the response time.

Because of this, we recommend only updating your ticket as necessary. We appreciate your patience as our support team works to assist you with this issue.

tactx · April 2021

Interesting. Thanks for the tip. I had no idea that's how it worked. Given the customer service response of "that it takes 72 hours to receive items", I would think updating to inform that it hasn't actually happened would help the ticket, not push it to the end. The more you know

RedWolf984 · April 2021

I purchased Blackwood CE yesterday and haven't recieved all of my items yet either. Created a ticket but not sure if I sent it to right place. Only had to create a ticket once before and that was a couple of years ago.

ZOS_Chiroptera · April 2021

Hello @RedWolf984, if you post your ticket number, we can take a look to ensure it's on the right path.

RedWolf984 · April 2021

The ticket # is 210411 - 005098. Thanks for the quick reply, I appreciate it.

ZOS_Chiroptera · April 2021

@RedWolf984,

We can confirm that your ticket is open and in the right place. Once you have replied to our most recent email, one of our agents will be able to further assist you.