banned and no email why i got banned support dont reply

RockMuscleGaming · May 22

Hello i took a long break from the game because of work related issue,away from home and IRL stuff
didnt play the game since last year and when i got home and started to play the game i couldnt log in i didnt know my steam account and my ESO account already got hack
but anyways i recovered my account with the help zos customer support at 5/12/25
so i started playing again after my account recovery but after a couple days i got banned
whats the reason of banned and why my account was deactivated
i spend a lot of hours,grinding,pvp and pve even crown store and subscription to the game i love
but no way im going to get suspended or banned for no reason without email notification or so
all i did after playing the game again was infinite archive and play pvp in cyro,some writs and thats it
please help it said that my account is deactivated and i violated TOS please i need to appeal this is the 1st time it happen to my account
this forum user ID is not my real user ID to ESO account its not the same just incase you mistaken or misunderstand although it would be nice if i could change the forum user ID but i cant "i already contact zos support and submit a ticket about my ban or suspension
ticket # is: 250521-002959

RockMuscleGaming · May 29

why no moderators willing to help with this ?

Solarverse · May 29

Welcome to the club. We've got jackets.

SaffronCitrusflower · May 29

If ZOS felt even remotely accountable to their customers they'd at the very least send the banned customer an email outlining why there were banned. But they don't even do that, not even using an automated system.

RockMuscleGaming · May 30

SaffronCitrusflower wrote: »

If ZOS felt even remotely accountable to their customers they'd at the very least send the banned customer an email outlining why there were banned. But they don't even do that, not even using an automated system.

i already got an email and they told me about account sharing "account sharing violated the TOS"like i reply to the support email that it was hacked its not intended to share my account to some hacker who claim its theirs
they even changed my character names and factions,spend gold,spend more than 17k of endeavors,crowns then after almost 5 months i managed to recover my account"but after that i got banned after recovering my account a week later they told me i violated TOS.
again i did not share it i was overseas working away from pc and gaming when i got back and have time to play again thats when i cant log in and my emails,steam,and ESO was hacked i even told my i game friends about this devasating account lost
this is not even about sharing.I lost my account and got banned later on
so i message the support that i have some ingame friends who i talked to discord most of the time even i wasnt playing the game
that they can testify its my account and most of the time played with them
until today my account was deactivated and perma banned.

Solarverse · May 30

RockMuscle, I feel your pain, man. I am done with the game. Don't even want my account anymore due to the way they handled this. They have permanently lost me as a customer even if they at this point admit their mistake. They gave me no chance to plead my case, no email, no evidence, nothing. They just banned me without any explanation other than the generic pop-up message upon trying to log in. At this point I will never play another game owned by Bethesda ever again. This has left such a sour taste in my mouth that I won't even be buying the renewed Oblivion (which I was looking forward to buying this weekend) nor any future iterations of the Elder Scrolls games that are sure to be released.

I have been a loyal customer to this company for more years than this game has existed. And this is the thanks that I got. They stole my money and ran...or rather in this case, kicked. Furthermore I intend to seek council and will go from there. Regardless of what happens out of that, I'm done. I'm 50 years old and too tired to tolerate stupidity from a company like this one. Judging from what I have been seeing online on various social media, I am not alone.

RockMuscleGaming · June 16

Once they perma banned you you cant do anything anymore''i just wish they do their job properly handling this kind of things if a customer needs help.Customer support is like waste of time even you send evidences and proof they dont believe you

WuffyCerulei · June 16

@ZOS_Kevin maybe you can get this guy’s tickets through? Sucks that this happened to em.

reazea · June 16

RockMuscleGaming wrote: »

why no moderators willing to help with this ?

On this forum the moderators aren't here to help the customers with anything.

ZOS_Kevin · June 16

Hi all, wanted to follow up here just to clear up any confusion of misconception. First, this is not classified as a ban from our perspective. @RockMuscleGaming, you were last followed up with on June 9th, 2025 with an email noting that the account is locked. It could not be restored because you and several other users are disputing between who owns the account. The current understanding is you and the other users have appealed, providing identical information and all having IP addresses that have been used in reference to the account in the past, so there is no safe way for us to verify who owns the account. When this happens, the account is locked down until proper ownership can be proven. That is our safety process. It is the safest way to ensure the wrong person does not get access to the account without proof. This does not bar you from accessing the game, just the current account that is being disputed.

Additionally, I requested another look at the account based on this thread and the same conclusion was drawn by customer service. When you and others claiming access to the account and all share the same info, that only the owner should know, it is very difficult to verify who is the real owner. So you are free to start a new account, or you can appeal again and provide any new verifiable information that will show that you are the owner of the account. That needs to be worked out through customer service.

LootAllTheStuff · June 17

It sounds like it's a lot more than just the ESO account that's been compromised, if "several other users" claiming the account can provide identical information. Looks like there's been at least an email compromise, and maybe more. That is a very scary thought.

RockMuscleGaming · June 17

ZOS_Kevin wrote: »

Hi all, wanted to follow up here just to clear up any confusion of misconception. First, this is not classified as a ban from our perspective. @RockMuscleGaming, you were last followed up with on June 9th, 2025 with an email noting that the account is locked. It could not be restored because you and several other users are disputing between who owns the account. The current understanding is you and the other users have appealed, providing identical information and all having IP addresses that have been used in reference to the account in the past, so there is no safe way for us to verify who owns the account. When this happens, the account is locked down until proper ownership can be proven. That is our safety process. It is the safest way to ensure the wrong person does not get access to the account without proof. This does not bar you from accessing the game, just the current account that is being disputed.

Additionally, I requested another look at the account based on this thread and the same conclusion was drawn by customer service. When you and others claiming access to the account and all share the same info, that only the owner should know, it is very difficult to verify who is the real owner. So you are free to start a new account, or you can appeal again and provide any new verifiable information that will show that you are the owner of the account. That needs to be worked out through customer service.

they didnt let me appeal i even told customer support that i have the original code when i purchased gold road like the game key code also the characters that hacker renamed i know the original names of my old characters ''i even told them i have friends ingame that can testify players ingame that i play with and trusted for a long time,first Original email Address
but still the only answer i got from them is that its final decision and they perma banned my account bacuse of hackers faulth
like i even have the email or screenshot of steam support or steam customer service about my steam getting hacked

MurderologistOnPSN · June 17

@RockMuscleGaming I don’t wish this on any player. But dude seriously? Not just you SEVERAL people all know the same information as you and are disputing the account. So several people know your email, billing address, secret question answers, user id , password, game code, region etc????? Sounds like your cooked bro. This is why I livestream and post on YouTube, link my account to other accounts, etc because I can prove in more ways than they ask that it’s mine.

RockMuscleGaming · June 17

MurderologistOnPSN wrote: »

@RockMuscleGaming I don’t wish this on any player. But dude seriously? Not just you SEVERAL people all know the same information as you and are disputing the account. So several people know your email, billing address, secret question answers, user id , password, game code, region etc????? Sounds like your cooked bro. This is why I livestream and post on YouTube, link my account to other accounts, etc because I can prove in more ways than they ask that it’s mine.

yah thats why i dont trust steam platform no more it happens to other people
its not just eso account my other steam games got hacked also like dota 2,eso,dcuo and other games they took my steam balance,dota items,and csgo items also and it look like hacker sell my account
but then i like i said i got my eso account back and recovered and i got 1 week because another is impersonating or the hacker is trying to get it back

MurderologistOnPSN · June 17

@RockMuscleGaming ah damn you play on steam? I refused to play this on steam for that reason because I’ve lost my steam before and it was an absolute nightmare to deal with. I hope you pull through. The fact that you recovered your account once in May should help but make sure you upload more proof than ZOS ask for prove it’s yours.

Can you get Steam to verify the theft also. I feel like if you can verify the steam account shouldn’t that trump this entire eso dispute since it’s all linked through steam?

MurderologistOnPSN · June 17

@RockMuscleGaming Also from my experience I have to jump threw several hoops just to change my email on my account. How is someone able to change your user ID your password and email on your account without ZOS notifying you that someone is changing that stuff? Just a question I have.

RockMuscleGaming · July 8

MurderologistOnPSN wrote: »

@RockMuscleGaming ah damn you play on steam? I refused to play this on steam for that reason because I’ve lost my steam before and it was an absolute nightmare to deal with. I hope you pull through. The fact that you recovered your account once in May should help but make sure you upload more proof than ZOS ask for prove it’s yours.

Can you get Steam to verify the theft also. I feel like if you can verify the steam account shouldn’t that trump this entire eso dispute since it’s all linked through steam?

it didnt started from Eso getting hacked i got hacked on steam playing dota after that they changed everything from steam to ESO its crazy how this hackers can go thru windows,steam,email
i reboot my pc and do a lot of sweeps ,created new eso account ZOS let me create new account but my old account that was hacked was banned and locked now

ZOS_Kevin · July 8

We are closing this thread as the user needs to provide sufficient proof that the account in question is theirs, versus others who are also claiming account ownership.