Can't access account - only way out is now to write of ESO & have CC company deny payments to ESO

Miles_of_Azeroth · April 2023

I dread interacting with ESO. Even though we have game access, attempting to do anything with our accounts often results in failure. This time we can't log into one of our accounts to purchase a Necrom upgrade. Even though we have quite a bit of time invested in the game, poor access to our accounts makes us think it's time to axe our accounts. We've tried every method to get access.

1.Through web browser we requested an access code - nothing comes.
2. Going into the game to check or change email - We get the message "Account settings are not currently available. Please try again later"
3 There is no pending service alert.
4. It's extremely difficult to get support when it's needed. You must log in to get support. But, oops ESO requires login to submit a support message.
5. After going through multiple web pages we finally found a way to submit a ticket. Great we have a ticket number back. It says click to see the ticket.Click the link and they ask to login and the ticket number is lost. There is no email sent acknowledging the ticket. There is no way to know if the ticket was received or any way to track it since I can't log in.

If this were the first time we have had trouble with ESO account access I would be more forgiving of what might be a temporary issue. Unfortunately this has been a recurring theme.
Let's see if there is a timely response. If not its time to call the credit card company to stop further charges for ESO+ and start playing another game.

I managed software development for decades in a Fortune 500 company, I know what good user interface and software design looks and feels like. This ESO account management and support is the worst I have experienced from any online enterprise.

TaSheen · April 2023

@ZOS_Kevin, you might want to take a look at this post.

Miles_of_Azeroth · April 2023

By the way this is on my wife's account, not the account associated with this post. We can't even get to her support page to see tickets. We went through the last ditch access to support form.

Hurbster · April 2023

I assume you are screenshotting everything?

Miles_of_Azeroth · April 2023

I submitted a second ticket and took a shot of that number. Still we can't log in to see the status.

I can repeat the sequence over and over with no problem. I see no need for a screenshot on a repeatable problem.

TaSheen · April 2023

Miles_of_Azeroth wrote: »

I submitted a second ticket and took a shot of that number. Still we can't log in to see the status.

I can repeat the sequence over and over with no problem. I see no need for a screenshot on a repeatable problem.

If you'd post the number in this thread, then @ZOS_Kevin might be able to see what's happening there.

Miles_of_Azeroth · April 2023

Thanks for that suggestion. Here is the number: 230410-004998

Tandor · April 2023

Miles_of_Azeroth wrote: »

I submitted a second ticket and took a shot of that number. Still we can't log in to see the status.

I can repeat the sequence over and over with no problem. I see no need for a screenshot on a repeatable problem.

Be aware that every duplicate ticket puts you at the back of the queue. You only need one ticket, and must follow up each response to ensure it stays live.

TaSheen · April 2023

Miles_of_Azeroth wrote: »

Thanks for that suggestion. Here is the number: 230410-004998

Well, let's hope Kevin can take a look to see what may be going wrong. One thing to verify is that you're entering the password correctly - because there's been a flaky bug off and on (for me just in game, but for a couple of others also in account) where entering the password incorrectly gives you the "you've been sent an access code" dialog box - but then the code never arrives, because the dialog box should have said "incorrect username or password".

Hope you can get this sorted out.

Miles_of_Azeroth · April 2023

I'm unable to log into that account. Therefore I have no way to followup the response. I submitted a second issue because the ticket number disappeared on the first response when I clicked their link to look at the ticket.

At least now I have one number that can be referenced, if only there was a way to reference it through ESO support. Apparently my only way to reach support to solve the issue is through this forum. Again, your comments are most appreciated, thanks.

I like the game enough that I haven't dumped it yet because of the lousy support model. ESO, just apply some effort to the administration side of the game. It shouldn't be that hard for competent usability and software engineers

Miles_of_Azeroth · April 2023

Another idea here for ESO, why not use a modern dual factor authentication method rather than the current obscure and troublesome method to attempt to secure the account? It works on bank accounts, so surely that is secure enough.

I've had other problems with ESO account security when trying to move from one computer to another. I had a heck of a time just getting the code downloaded because I couldn't get to my subscriptions page. It was eventually fixed and seems to work ok now, but that was a real pain.

Yes, We understand that ESO doesn't want multiple people using one account but there are better ways to do this. Addressing this deficiency could increase the positive responses from your customers. Let me emphasize further, from a business perspective making account administration work well should be a top priority.

Miles_of_Azeroth · April 2023

We tried the prompt for forgotten userid to see how ESO would respond. We put in the email address and nothing came back, which I suppose means they have the userid anchored to some other email. We can use the userid but have no access to the account. Of course our credit card gets charged every month for ESO+ regardless. My credit card statements make this perfectly clear.

We received an email on the first request, but I have questions whether anything will be done on it as it appears to be a form message. It wanted questions answered as if we could do that from that account's my support page. Then it said respond back to the email in 4 days if it wasn't resolved. It won't matter after tomorrow.

I have control of just one thing in regards to this userid, my credit card, which will soon be unavailable to ESO.

TaSheen · April 2023

Ah. Bot email. Your first reply is ALWAYS a bot form. You need to reply to that email within 4 days in order to receive any further info about the situation, and it may likely take many more replies back and forth to "get somewhere".

If it's been longer than the 4 days from the first reply email, I'd say you should use the in game support contact again, and go into exhaustive detail (as you've done in this thread) regarding the issue.

If you ask your credit card issuer to stop the charges, you may lose access to the game. That should be a last resort.

@ZOS_Kevin @ZOS_BIll - some help here?

ZOS_Hadeostry · April 2023

Greetings,

After further review we have decided to move this thread to a category we think is more appropriate for this topic.

Thank you for your understanding

Miles_of_Azeroth · April 2023

On the other hand I would rather someone at ESO just take a couple minutes to address this problem.

I tried to figure out what we might have done that could have impacted hardware authentication. We moved the account from a Mac to a PC, which has been successful for gameplay for many weeks. Second we installed a new router. The game should be able to handle minor configuration changes without completely locking us out of the account.

It should only take a few minutes to fix the problem. For heavens sake all I wanted to do was pre order the Necrom update, but now realize we have lost access to the account.

ZOS_Bill · April 2023

@Miles_of_Azeroth

Please check your forum inbox as we've sent you an update on your support ticket.

Miles_of_Azeroth · April 2023

This was resolved this afternoon. I'm crediting the ESO community and the ESO Mods for getting this done in reasonable time. Thanks All!

Miles_of_Azeroth · April 2023

Thanks also to the ESO support folks who made the correction. Once their attention was on it, they took care of the issue per their messaging.

ZOS_Bill · April 2023

Thank you for the update! With the issue now resolved, this thread will be closed going forward.