Cannot buy the premium+bonus tome?

ZOS_GinaBruno · April 3

To expand on what Jess posted yesterday, we do want to suggest two things that may help those of you still running into issues purchasing the Premium Tome.

When adding a payment method, it is critical that you also add your billing address that matches the saved payment. This is a separate step in the Billing and Account page and must be done in conjunction with saving a payment method.
If you have a recurring subscription through ESO Plus, the payment method originally used for purchasing the subscription is not a saved payment method you are able to use for making an in-game purchase for the Premium Tome. You must add a new, saved payment method (and don’t forget the billing address!)

We’ve also had a few players report that removing all previously-saved payment methods and re-adding just PayPal specifically has allowed them to successfully complete their purchase.

Please let us know if any of you continue to run into issues after ensuring you have confirmed completing the callouts above. Thanks!

dcrush · April 3

Hi @ZOS_GinaBruno - why is it only possible to pay with a pre-saved payment method?

DuckFayth · April 3

Thanks Gina, I'll recap my steps below because everything appears to be fine from my side but it refuses to work..

I went to my account page on the website, confirmed that my billing address was already there and already current. I clicked "remove address", then added the address manually again. I logged in to the game and got the same error while trying to purchase the upgrade.

I found myself unable to remove my saved payment info as it was grey'd out, see below.

I figured this must be due to my ESO+ subscription, so I cancelled that, and I was still unable to remove my saved payment method. Previously I had already clicked to edit my payment method and added a credit card there, but there is no "preview" of it in that image above. Since the method was blank, I wondered if maybe using that portion of the payments doesn't save properly? So I went through setting up my ESO+ again, ensuring the option to save my payment method was checked. Every single card I attempted to use gave me the following error and I attempted to use 3, 2 credit cards and one debit.

Now I'm unable to buy the tome OR set up ESO+ again, for science

Jordan_Black · April 3

Thank you @ZOS_JessicaFolsom, adding the separate billing address fixed it and I could buy the tome.

ZOS_GinaBruno · April 3

Thanks for the info! So as mentioned above, the payment method you're using for the ESO+ subscription is not considered a saved payment, which is why the button is greyed out; there is nothing saved and nothing to remove. As for being able to re-add a card, you may be hitting a rate limit since you're trying to add multiple cards within a short period of time.

As a general FYI:

If you want to save a payment to use for Tamriel Tomes or a web purchase:
- Add your payment via the Edit Account page, or...
- Save the payment when checking out on a purchase
If you want to save a payment to use for ESO Plus:
- The payment type used for the purchase will be used for renewals (if it's a renewal enabled payment type)
- If you want to change the payment type, you can do so using the manage membership flow

DuckFayth · April 3

That's the weird part Gina, I saved a card there yesterday fine! Then when I pulled it up today to continue troubleshooting, it was gone. I misdiagnosed it as my ESO+ interfering with it.

The issue seems to be with card processing specifically though, I just went through and set up my paypal using the same debit card that was throwing an error on the website, and with paypal as a saved method it did indeed work like you mentioned above.

RaikaNA · April 3

uh shouldnt the ESO+ subscribers have access to the premium+bonus tome? What's the point of having eso+ when all we get is a craft bag?

Requielle · April 3

I already had a billing address on file when I had my issues yesterday - but I deleted my billing address and re-added it, just to be sure. I then (once again) updated my card info. As noted in my previous comment, even after saving my payment information, the box to remove said information remains greyed-out. The in-game purchase option was still not working.

Just for science, I tested adding Paypal. That *did* fully update (i.e. the remove box was now active) and it showed up in-game. But for more science, I updated my payment info to put my card back in, and it was again non-functional. It showed that it saved, but the remove box was once-again greyed-out and it no longer had the option in game.

After doing all that, I decided to take a look at my membership billing info - and it had been changed to PayPal. Once again, removing PayPal made it non-functional, and trying to add my card back on didn't work. Now the [Confirm and Proceed to Checkout] button is greyed out and I'm unable to update my preferred payment method back to my credit card. So I removed PayPal and left no payment method on my membership.

Someone seems to have coded the website to only accept PayPal as a valid payment method? Because despite accepting VISA and confirming that the payment update is successful, it is not actually working.

And, pre-emptively, no I don't want to use PayPal. My PayPal is set up for other reasons, and I would prefer not to start running my game subscription and in-game purchases through it. So I don't consider "just use PayPal!" to be a solution, when direct credit card billing is offered as an option and should be working.

BearOrK · April 3

Hello, as I didn't see this post in bug report I created one. However they closed it. So I will copy and paste everything I typed there:

virtus753 · April 3

In addition to the craft bag, ESO+ gives:

-2 companions unlocked free
-1650 crowns per month
-1 cache of Tome Points (2k) per month
-10% boost to currency (including to Tome Points earned through challenges), XP, and inspiration gains
-access to all paid DLC (13 story zones, not counting Greymoor since it will be free later this year; and 16 dungeon packs)
-access to costume dyeing
-double bank space
-double transmutation crystal capacity
-double furnishing space in houses
-furnishing vault
-double lead timers
-reduced research timers
-discounts on crown store prices

People will certainly value these things differently, depending on how they play the game, and I think it's more than fair to feel it's been devalued as DLCs are going free or the crowns we get from it aren't going to be usable in many of the new systems. But it does factually offer more than the craft bag.

mistpeak · April 3

I added my billing address, and it finally worked. I added the payment information yesterday, and I was certain it had my billing information yesterday. Either it didn't or it somehow got wiped out during the whole ordeal to get it working.

I hope in the future this content is sold the same way the old chapters were, on the website. Doing this in game is a mess. I don't intend to fight with this again. I'll simply ignore the content if I have to do this much work to buy something.

Fuhrankie · April 3

I live in australia, and apparently paypal isn't an option for steam any more (checked both my account and hubs' one) - are the team looking at fixing payment methods or are we SOL?

mistpeak · April 3

Just a little additional information, I did use a credit card. I had to reinter it and save it more than once just to get it working.

LoupSolitaire · 3:24AM

I delete my payment method(debit card),then enter it again(saved).

I delete my billing adrees,then enter it again(saved).

I checked my ESOPlus subsciption,which use the same payment method and billing adress.

Log-in to the game,tried to buy the Premium Tome;still the same error;

I haven't a Paypal account and don't plan to create one,which I would not need for anything else.

So,any ETA for letting players buy it with their usual way?Or does players not using Paypal not welcomed to buy Tome in the new model for ESO?

TheDutchChef · 7:29AM

Same issue here still arise...
removed both of them (payment + adress)
re-enter them again, all have identical information with the paypal option (adress and all that stuff)
Still either it doesnt recognize i am clicking it, or i get the error as everyone gets that it failed....
Do they even want our money or wat?

Tyralbin · 10:53AM

I haven't seen this mentioned anywhere else in reply to your question.

We also get 1 premium tome token for each month subbed. Once you get 12 you can use those for a premium+ of your choice. This is done by a seperate button on the upgrade tomes page.