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

ZOS_GinaBruno wrote: »

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!

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

DuckFayth · April 3

ZOS_GinaBruno wrote: »

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!

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

ZOS_GinaBruno wrote: »

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!

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

ZOS_GinaBruno · April 3

DuckFayth wrote: »

ZOS_GinaBruno wrote: »

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!

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

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

ZOS_GinaBruno wrote: »

@PurpleScroll Any chance you are able to grab a quick video? Even just cell phone footage would be fine.

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

ZOS_GinaBruno wrote: »

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!

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:

Hello! I play on the 3 platforms and I encountered some issues... I tried contacting the Spanish Speaking comunity manager but they are on holidays.

Playstation

I play the game with texts in Spanish as I try to help the Spanish speaking community. However, the game does not let you buy regular premium tome if the game is in Spanish it only lets you buy Premium + tome (Not even giving the option to use premium tokens). In order to "fix it" you have to change language into "English".

Video

Xbox

In the case of Xbox, its kind of the same as PSN. I don't even have the possibility to select "Upgrade Tome" so I have to change language into English. I do so, and I can select "Upgrade Tome" but whenever option I chose to buy Premium or Premium+ I get an error message making it unable to be buyable.

Video

PC

Unlike PSN or Xbox I am able to select "Upgrade Tome" and both Premium or Premium+ options are available to buy in Spanish. However, when I try clicking on either of them, nothing happends. The same occurs when I change the game into English.

Video

I play on PS5. Xbox Cloud and PC Steam.

As the season has just started we still have plenty of time to buy tomes but I fear of those players who came back from a long time o are first timers and wanted to buy the tomes to enter this new era of the game.

Hopefully it can be fixed soon. Thanks for reading...

virtus753 · April 3

RaikaNA wrote: »

ZOS_GinaBruno wrote: »

@PurpleScroll Any chance you are able to grab a quick video? Even just cell phone footage would be fine.

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?

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

ZOS_GinaBruno wrote: »

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!

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 · April 4

ZOS_GinaBruno wrote: »

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!

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 · April 4

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 · April 4

RaikaNA wrote: »

ZOS_GinaBruno wrote: »

@PurpleScroll Any chance you are able to grab a quick video? Even just cell phone footage would be fine.

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?

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.

ShadowStrikerr · April 4

Ok Fixing the Steam Overlay Worked
I also updated my Address & Payment Method on my ESO Account Page

Thanks again for all the help posts I've seen Everyone!!

📘 Tamriel Tome – Premium vs Premium + Bonuses (Simple Breakdown)
After looking through how the system works and comparing both options, here’s my understanding on the actual difference in plain terms:

🟢 Premium Tamriel Tome

Unlocks the full premium reward track
Gives access to all earnable rewards (mounts, cosmetics, collectibles, etc.)
Rewards stay available with no time limit once unlocked
You must still earn and spend Tome Points to purchase each item

🔵 Premium + Bonuses Tamriel Tome
Includes everything from Premium, plus:

🧥 1 additional bonus collectible (currently a cosmetic like a costume)
📜 2 Tome Point caches (4,000 points total) to help you progress faster

🧠 Bottom Line

Both versions give access to the same reward pool, and once unlocked, those rewards remain available permanently.

The only difference is:

📜 2 Tome Point caches (4,000 points total)
🧥 One extra cosmetic item

👉 Simple way to think about it:

⚔️ Premium = unlock the rewards
🏹 Premium + Bonuses = unlock + tome points boost + bonus cosmetic

🌍 Purchasing the Premium + Bonuses (PC_NA & PC_EU) ($29.99 option)

✔ It is account-wide, not server-specific
✔ Once purchased, it is available on both regions

👉 confirmed from personal experience it worked on both PC_NA & PC_EU on my account 👍

⚠️ disclaimer

this confirmation applies only to the direct purchase ($29.99 option).
i do NOT know if using tome tokens will behave the same way.

Sturmfaenger · April 4

So... everything I buy in eso, chapters, crowns, eso+ ... I use paysafe codes.

Is it possible to buy tomes with that? If not, why not, if every other purchase in the game works with it? If yes, how?

DoofusMax · April 4

@ZOS_GinaBruno, I ended up having to add funds to my Steam Wallet in order to purchase. This really bites because (1) I don't use the wallet to buy stuff from Steam and (2) I have to buy funds in increments which are in excess of what I need. I wouldn't gripe much about the difference between $14.99 and $15, but Steam has no $15 increment (or $30 increment for that matter), and sales taxes push the price over that penny's difference anyway.

I'm betting that the root of the problem is that the Tome is not an expansion in the traditional sense and has to be navigated through in-game payment systems. It would be so much simpler if the upgraded Tome could be purchased from the store page like crowns, subs, and the like.

OTOH, the in-game system allows for upgrading a Premium Tome to Premium+Bonus and we've definitely seen problems over the years with players wanting to go back and upgrade a standard Upgrade/Collection to Deluxe.

Anyway, all of that is the technical framework within which it must operate, so "I get that there are some back-end issues, but this needs work" pretty much sums up my experience. Immediate problem mostly resolved for this Tome and we'll see how it goes in the future.

LoupSolitaire · April 5

Finally worked for me,first try,today,without changing anything.

Fischblut · April 5

I only enabled Steam overlay and added funds before upgrading the tome, no extra steps - I'm very grateful for this

Even if you add more options to buy Tomes, please keep this as option as well!

I do not know where to ask this...
If I have Premium Tome, it stays permanently available. Does it mean I can also decide to buy + upgrade any time in future even when this season ends?

If no, it's ok.
But if yes, it's very cool: extra Tome Points infusion on demand, and option for another cosmetic reward in case I'll find a use for it later. And it might also mean that Premium tome cosmetics do not appear at Bazaar and such in future - somewhat replacing the limited-time pre-order chapter items (which was strong motivation to buy those early)

mikejezz · April 6

Will we be able to buy it through Steam?

That is pretty crucial, as I am only using steam gift cards, and if the purchase doenst support it then I am not gonna buy it,

Athory · April 6

ShadowStrikerr wrote: »

Ok Fixing the Steam Overlay Worked
I also updated my Address & Payment Method on my ESO Account Page

Thanks again for all the help posts I've seen Everyone!!

📘 Tamriel Tome – Premium vs Premium + Bonuses (Simple Breakdown)
After looking through how the system works and comparing both options, here’s my understanding on the actual difference in plain terms:

🟢 Premium Tamriel Tome
Unlocks the full premium reward track

Gives access to all earnable rewards (mounts, cosmetics, collectibles, etc.)

Rewards stay available with no time limit once unlocked

You must still earn and spend Tome Points to purchase each item

🔵 Premium + Bonuses Tamriel Tome
Includes everything from Premium, plus:
🧥 1 additional bonus collectible (currently a cosmetic like a costume)

📜 2 Tome Point caches (4,000 points total) to help you progress faster

🧠 Bottom Line
Both versions give access to the same reward pool, and once unlocked, those rewards remain available permanently.

The only difference is:
📜 2 Tome Point caches (4,000 points total)

🧥 One extra cosmetic item

👉 Simple way to think about it:
⚔️ Premium = unlock the rewards

🏹 Premium + Bonuses = unlock + tome points boost + bonus cosmetic

🌍 Purchasing the Premium + Bonuses (PC_NA & PC_EU) ($29.99 option)
✔ It is account-wide, not server-specific

✔ Once purchased, it is available on both regions

👉 confirmed from personal experience it worked on both PC_NA & PC_EU on my account 👍

⚠️ disclaimer
this confirmation applies only to the direct purchase ($29.99 option).

i do NOT know if using tome tokens will behave the same way.

Finally, someone did what ZoS should have done. A simple post explaining what players actually get with each paid version. Thank you!

From what I understand, even after buying any version, I still have to earn and spend Tome Points to unlock each item. That doesn’t feel fair at all. Why am I paying just for the opportunity to get items faster? If I still need to grind and spend points for everything, then what exactly am I paying for?

Honestly, it doesn’t make much sense to me. If I’ve already spent real money, I shouldn’t also have to work through a virtual currency system to unlock the same rewards.

So yeah… I’m out for Season 0. That’s disappointing.

And again, OP, thanks for making things clear. I was actually interested in buying the season and was waiting to fully understand what I’d be getting. But if it works like this, it just feels like paying for nothing.

And like I said in another topic: “All of this seems so wrong that even ZeniMax doesn’t want Seasons back after getting rid of them. (No refound)”

EDIT:
Hey ZoS, I’d gladly buy any new DLC you release, new story content, dungeons, trials, and so on. You know… the usual.

BearOrK · April 6

Athory wrote: »

ShadowStrikerr wrote: »

Ok Fixing the Steam Overlay Worked
I also updated my Address & Payment Method on my ESO Account Page

Thanks again for all the help posts I've seen Everyone!!

📘 Tamriel Tome – Premium vs Premium + Bonuses (Simple Breakdown)
After looking through how the system works and comparing both options, here’s my understanding on the actual difference in plain terms:

🟢 Premium Tamriel Tome
Unlocks the full premium reward track

Gives access to all earnable rewards (mounts, cosmetics, collectibles, etc.)

Rewards stay available with no time limit once unlocked

You must still earn and spend Tome Points to purchase each item

🔵 Premium + Bonuses Tamriel Tome
Includes everything from Premium, plus:
🧥 1 additional bonus collectible (currently a cosmetic like a costume)

📜 2 Tome Point caches (4,000 points total) to help you progress faster

🧠 Bottom Line
Both versions give access to the same reward pool, and once unlocked, those rewards remain available permanently.

The only difference is:
📜 2 Tome Point caches (4,000 points total)

🧥 One extra cosmetic item

👉 Simple way to think about it:
⚔️ Premium = unlock the rewards

🏹 Premium + Bonuses = unlock + tome points boost + bonus cosmetic

🌍 Purchasing the Premium + Bonuses (PC_NA & PC_EU) ($29.99 option)
✔ It is account-wide, not server-specific

✔ Once purchased, it is available on both regions

👉 confirmed from personal experience it worked on both PC_NA & PC_EU on my account 👍

⚠️ disclaimer
this confirmation applies only to the direct purchase ($29.99 option).

i do NOT know if using tome tokens will behave the same way.

Finally, someone did what ZoS should have done. A simple post explaining what players actually get with each paid version. Thank you!

From what I understand, even after buying any version, I still have to earn and spend Tome Points to unlock each item. That doesn’t feel fair at all. Why am I paying just for the opportunity to get items faster? If I still need to grind and spend points for everything, then what exactly am I paying for?

Honestly, it doesn’t make much sense to me. If I’ve already spent real money, I shouldn’t also have to work through a virtual currency system to unlock the same rewards.

So yeah… I’m out for Season 0. That’s disappointing.

And again, OP, thanks for making things clear. I was actually interested in buying the season and was waiting to fully understand what I’d be getting. But if it works like this, it just feels like paying for nothing.

And like I said in another topic: “All of this seems so wrong that even ZeniMax doesn’t want Seasons back after getting rid of them. (No refound)”

EDIT:
Hey ZoS, I’d gladly buy any new DLC you release, new story content, dungeons, trials, and so on. You know… the usual.

But they said this in articles and the tutorials...

Fuhrankie · 8:32AM

Are there any further updates on when this will be fixed?