How are premium tokens and caches of tome points calculated? Seems bugged

agwm_2014 · April 8

ZOS_JessicaFolsom wrote: »

Hi everyone,

Thank you for sharing your questions with us about how Premium Tome Tokens and Caches of Tome Points are determined for ESO Plus subscription time. Below is a summary of how this works, plus an explanation of how we handled this before Season Zero launched.

As a rule, you will receive 1 Cache of Tome Points and 1 Premium Tome Token per month of ESO Plus.
Before we get into more, we do want to note that our Support team has been checking through accounts for the folks in this thread, and we are seeing a few oddities with some PlayStation accounts that we are investigating. So, ultimately, if you believe you have not gotten what you should, please reach out to our Support team and we’ll take a look.

Before Season Zero Launched on April 2, 2026
Before Season Zero launched, we knew we wanted to give some “back rewards” for our ESO Plus subscribers. As described here, we awarded 1 Cache of Tome Points and 1 Premium Tome Token per month of subscribed ESO Plus with a starting point of January 2026.
For players who had an active multi-month ESO Plus subscription that was purchased before January 2026 and active between January 2026 and March 9, 2026, we awarded 1 Cache of Tome Points and 1 Premium Tome Token per month of subscribed ESO Plus for every month from January 2026 onwards. So, if you started a 6-month ESO Plus subscription in November 2025, for example, you would have gotten 4 Caches of Tome Points and 4 Premium Tome Tokens. These were awarded on March 30, 2026.

For players who purchased a new ESO Plus membership from March 9, 2026, onwards, we awarded 1 Cache of Tome Points and 1 Premium Tome Token per month subscribed at the point of purchase. In this example, if you purchased a new ESO Plus membership on March 10, 2026, you would have rewards for either 1 month, 6 months, or 12 months now, depending on which ESO Plus subscription package you chose.

It’s also possible for someone to have done a combination of both above, if they had an active ESO Subscription in January and February, then renewed on or after March 9, 2026.

One additional detail is that different platforms define “monthly” timing a little differently. We recognize this is a bit confusing and, unfortunately, it’s not something we control. For example, in the ESO store and account system, we define a month as exactly 30 days and our renewals happen on that cadence. We recommend checking with the platform you purchase your ESO Plus subscription on for the exact details, as this could result in some minor differences in who gets their monthly rewards when for recurring or renewed subscriptions.

From Season Zero Launch on April 2, 2026, Onward
From here on out, ESO Plus seasonal rewards will be granted at the point of purchase just like crowns do. For every month of ESO Plus, you will receive 1 Cache of Tome Points and 1 Premium Tome Token. We have also updated our ESO Plus page with this info. Just note the “how is a month defined” detail above, as it can and does vary a little by platform.

Thank you, everyone!

Hi @ZOS_Kevin , PSN NA/EU player here, ESO Plus since 2014 (got pre-paid ESO Plus until 2037 lol), purchased the premium + bonuses 29.99 usd add-on on launch day and got:

2 caches of tome points
0 premium tome tokens

Opened ticket 260402-001226 as I think I should have received some premium token points (also dunno if the caches were properly calculated, but that's less important to me than the premium tome tokens). Got the initial reply to provide purchasing info which I did, now it's in status waiting for an agent since april 3.

I suppose mine may be one of those "we are seeing a few oddities with some PlayStation accounts that we are investigating" you mentioned.

Hoping for a quick resolution, thanks for your efforts as usual!

Daniel141182 · April 8

agwm_2014 wrote: »

ZOS_JessicaFolsom wrote: »

Hi everyone,

Thank you for sharing your questions with us about how Premium Tome Tokens and Caches of Tome Points are determined for ESO Plus subscription time. Below is a summary of how this works, plus an explanation of how we handled this before Season Zero launched.

As a rule, you will receive 1 Cache of Tome Points and 1 Premium Tome Token per month of ESO Plus.
Before we get into more, we do want to note that our Support team has been checking through accounts for the folks in this thread, and we are seeing a few oddities with some PlayStation accounts that we are investigating. So, ultimately, if you believe you have not gotten what you should, please reach out to our Support team and we’ll take a look.

Before Season Zero Launched on April 2, 2026
Before Season Zero launched, we knew we wanted to give some “back rewards” for our ESO Plus subscribers. As described here, we awarded 1 Cache of Tome Points and 1 Premium Tome Token per month of subscribed ESO Plus with a starting point of January 2026.
For players who had an active multi-month ESO Plus subscription that was purchased before January 2026 and active between January 2026 and March 9, 2026, we awarded 1 Cache of Tome Points and 1 Premium Tome Token per month of subscribed ESO Plus for every month from January 2026 onwards. So, if you started a 6-month ESO Plus subscription in November 2025, for example, you would have gotten 4 Caches of Tome Points and 4 Premium Tome Tokens. These were awarded on March 30, 2026.

For players who purchased a new ESO Plus membership from March 9, 2026, onwards, we awarded 1 Cache of Tome Points and 1 Premium Tome Token per month subscribed at the point of purchase. In this example, if you purchased a new ESO Plus membership on March 10, 2026, you would have rewards for either 1 month, 6 months, or 12 months now, depending on which ESO Plus subscription package you chose.

It’s also possible for someone to have done a combination of both above, if they had an active ESO Subscription in January and February, then renewed on or after March 9, 2026.

One additional detail is that different platforms define “monthly” timing a little differently. We recognize this is a bit confusing and, unfortunately, it’s not something we control. For example, in the ESO store and account system, we define a month as exactly 30 days and our renewals happen on that cadence. We recommend checking with the platform you purchase your ESO Plus subscription on for the exact details, as this could result in some minor differences in who gets their monthly rewards when for recurring or renewed subscriptions.

From Season Zero Launch on April 2, 2026, Onward
From here on out, ESO Plus seasonal rewards will be granted at the point of purchase just like crowns do. For every month of ESO Plus, you will receive 1 Cache of Tome Points and 1 Premium Tome Token. We have also updated our ESO Plus page with this info. Just note the “how is a month defined” detail above, as it can and does vary a little by platform.

Thank you, everyone!

Hi @ZOS_Kevin , PSN NA/EU player here, ESO Plus since 2014 (got pre-paid ESO Plus until 2037 lol), purchased the premium + bonuses 29.99 usd add-on on launch day and got:

2 caches of tome points
0 premium tome tokens

Opened ticket 260402-001226 as I think I should have received some premium token points (dunno if the caches were properly calculated). Got the initial reply to provide purchasing info which I did, now it's in status waiting for an agent since april 3.

I suppose mine may be one of those "we are seeing a few oddities with some PlayStation accounts that we are investigating" you mentioned.

Hoping for a quick resolution, thanks for your efforts as usual!

Same problem altho i only had prepaid to 2027 from 2021

Lixiviant · April 8

I received my cache of Tome Points but received 0 Premium Tokens.

I subbed for 1 month on April 6, 2026.

PS/NA

ZOS_JessicaFolsom · April 8

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.

In-game> I have an item issue
Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

GeneralEU · April 8

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hmm, it looks like I’ll have to open a new ticket, because the current one doesn’t contain any specific details – they just wrote, “I am escalating your ticket to a specialised team to ensure you receive the best possible resolution of your issue,” 4–5 days ago, and on top of that, the ticket title is “Missing crowns” for some reason ;/

TruthSeeker · April 8

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Thank you @ZOS_JessicaFolsom. I will be trying this when I log in tomorrow. Incidentally is it possible to let me know if I need to raise a ticket on both servers (they both only have 3 Caches and Tokens even though I am subbed until August when I plan to renew for another year.)

FlamesOfLife · April 8

ZOS_JessicaFolsom wrote: »

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

@ZOS_JessicaFolsom While it's nice for anyone else to have the info on what they should do, I'd just like to note that many of us already did this early last week and haven't heard anything back from support, nor have our accounts been credited properly. The issue isn't even listed on the Season Zero Known Issues post. Speaking as a customer, this feels like someone is dropping the ball somewhere between Management and Customer Support, making it feel like the older radio-silence method of dealing with issues. That's a shame, since ZOS has been doing much better about communication lately.

Daniel141182 · April 8

Last on my ticket was it is raised to spesialisert team. Thats 3 days age and Nottingham after that

spartaxoxo · April 8

GeneralEU wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hmm, it looks like I’ll have to open a new ticket, because the current one doesn’t contain any specific details – they just wrote, “I am escalating your ticket to a specialised team to ensure you receive the best possible resolution of your issue,” 4–5 days ago, and on top of that, the ticket title is “Missing crowns” for some reason ;/

Don't open a new one, it would just Send you to the back of the line. It's a long wait because a lot of people are affected

GeneralEU · April 8

spartaxoxo wrote: »

GeneralEU wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hmm, it looks like I’ll have to open a new ticket, because the current one doesn’t contain any specific details – they just wrote, “I am escalating your ticket to a specialised team to ensure you receive the best possible resolution of your issue,” 4–5 days ago, and on top of that, the ticket title is “Missing crowns” for some reason ;/

Don't open a new one, it would just Send you to the back of the line. It's a long wait because a lot of people are affected

It's hard to expect anything when the customer hasn't received what they're owed—or has received only part of it—and the last message from support literally said, “We've forwarded this to the appropriate team,” and that was a good four days ago.

Shartenn · April 9

To many currencies.

TruthSeeker · April 9

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hello @ZOS_JessicaFolsom,

I have just spent half an hour trying to locate either of the categories you mention but cannot find them. I am on PS4. Are they to be found somewhere other than under Customer Service?

Kind regards,

TruthSeeker

CAB_Life · April 9

Four_Fingers wrote: »

Too many currencies, anyway, hurts my head. lol
Why not just have everything pay out gold and cost gold?

This would heavily incentivize gold sellers and bots. Atm with gold being a secondary currency and filtered through guild stores, it's harder to valuate. That said I think they have one currency too many.

virtus753 · April 9

TruthSeeker wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hello @ZOS_JessicaFolsom,

I have just spent half an hour trying to locate either of the categories you mention but cannot find them. I am on PS4. Are they to be found somewhere other than under Customer Service?

Kind regards,

TruthSeeker

https://help.elderscrollsonline.com/

In-Game Support > PS4 > item issue

Billing / Purchase / Code > PS4 > ESO Plus issue

TruthSeeker · April 9

virtus753 wrote: »

TruthSeeker wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hello @ZOS_JessicaFolsom,

I have just spent half an hour trying to locate either of the categories you mention but cannot find them. I am on PS4. Are they to be found somewhere other than under Customer Service?

Kind regards,

TruthSeeker

https://help.elderscrollsonline.com/

In-Game Support > PS4 > item issue

Billing / Purchase / Code > PS4 > ESO Plus issue

So not via the game itself, but only via the website?

TruthSeeker · April 9

virtus753 wrote: »

TruthSeeker wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hello @ZOS_JessicaFolsom,

I have just spent half an hour trying to locate either of the categories you mention but cannot find them. I am on PS4. Are they to be found somewhere other than under Customer Service?

Kind regards,

TruthSeeker

https://help.elderscrollsonline.com/

In-Game Support > PS4 > item issue

Billing / Purchase / Code > PS4 > ESO Plus issue

Thank you for your response @virtus753

virtus753 · April 9

TruthSeeker wrote: »

virtus753 wrote: »

TruthSeeker wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hello @ZOS_JessicaFolsom,

I have just spent half an hour trying to locate either of the categories you mention but cannot find them. I am on PS4. Are they to be found somewhere other than under Customer Service?

Kind regards,

TruthSeeker

https://help.elderscrollsonline.com/

In-Game Support > PS4 > item issue

Billing / Purchase / Code > PS4 > ESO Plus issue

So not via the game itself, but only via the website?

I believe you can put a ticket in from the game itself — Jessica mentioned tickets not put in those specific categories should still be categorized appropriately by Support.

But there are often different options in game compared to the website, which can be somewhat frustrating when only one place seems to have the thing you’re looking for. In game I often just use the closest thing I can and explain briefly that there does not appear to be a proper category for it.

TruthSeeker · April 9

virtus753 wrote: »

TruthSeeker wrote: »

virtus753 wrote: »

TruthSeeker wrote: »

ZOS_JessicaFolsom wrote: »

TruthSeeker wrote: »

Please can you look into my missing Tome Caches and Tome Tokens? I have subbed for years, paying annually, and am currently subbed until August 15th, but have only received 3 Tome Caches and 3 Tome Tokens.

I tried clicking your link above (our support team) but it only offers general support. I need specific, personal support please.

Thank you.

I know you and I already chatted about this via DMs, but I wanted to reply here as well so everyone has access to the info.

If you believe you have not received the Seasonal rewards you should have, you're welcome to use either of these Support ticket categories.
In-game> I have an item issue

Billing> I have a premium membership issue

Our Support team also noted that they are actively keeping an eye out for these requests, though, and that they'll get them even if you don't use one the above categories.

Hello @ZOS_JessicaFolsom,

I have just spent half an hour trying to locate either of the categories you mention but cannot find them. I am on PS4. Are they to be found somewhere other than under Customer Service?

Kind regards,

TruthSeeker

https://help.elderscrollsonline.com/

In-Game Support > PS4 > item issue

Billing / Purchase / Code > PS4 > ESO Plus issue

So not via the game itself, but only via the website?

I believe you can put a ticket in from the game itself — Jessica mentioned tickets not put in those specific categories should still be categorized appropriately by Support.

But there are often different options in game compared to the website, which can be somewhat frustrating when only one place seems to have the thing you’re looking for. In game I often just use the closest thing I can and explain briefly that there does not appear to be a proper category for it.

Thank you for your response @virtus753 .

I have finally been able to raise a ticket via the website, thanks to your help

, so now have a ticket number. The process was extremely tedious and protracted because I hadn't logged into the website for so long that I couldn't remember my login details. Never mind, it is done now and will hopefully soon be remedied.

Daniel141182 · April 9

So anyone heard anything after making a ticket?

GeneralEU · April 9

Daniel141182 wrote: »

So anyone heard anything after making a ticket?

This. They quickly replied to my ticket, but now they've switched to “silent mode”

Daniel141182 · April 10

Ye I have also got that one. But also silence for many days now

Silaf · April 10

I know this is of little consolation if you are experiencing a bug but i believe we will have plenty of tome points. Trade bars on the other hand...

msetten · April 10

Daniel141182 wrote: »

So anyone heard anything after making a ticket?

I received a request to send in proof of purchasing ESO+ via Playstation. I had previously already send the screenshots from within the PSN account history, but that appeared to not be enough as it didn't have the PSN ID mentioned on it (even though the mail I received mentioned that sending those exact screenshots would be enought). I was lucky to be able to find the e-mail confirmations from Playstation and made screenshots of those and send them in. Now, I have been send back to a specialist. I'm afraid to the back to the line again.

Pfff. Very cumbersome this whole process. Especially as they don't accept the exact proof they suggest themselves to send in (one of the two options they suggest).

Lissiexx · April 10

I really hope they do not request this from me. I had to send PS screenshots as I delete any receipts after a month or so for digital items. I have heard nothing since I replied with the screenshots I also had an issue on EU server with claiming daily login points. I have not spent anything and definitely won’t be renewing ESO+ If this issue is not resolved satisfactorily. It’s unfair how people who have invested upfront in the game are being treated. And I know so many people are unaware that they have been ‘sold short’.

Every update has a bug or issue that leaves people not being able to enjoy it.

Lissiexx · April 10

Literally just happened and even though I put PSN ID on subject title with ticket no. still request for psn ID again. I don’t have the receipts and they stated transaction history from PSN was acceptable on original mail.

FlamesOfLife · April 10

@ZOS_Kevin @ZOS_GinaBruno @ZOS_JessicaFolsom

Could someone please give us an update on this? I personally haven't heard anything in regards to my ticket in a week and a half. Generic statements of "This is how we did things, if you feel you weren't credited properly put in a ticket" do no good when we have already done that and are getting no response or correction of the problem.

Lissiexx · April 11

I have my answer to the Daily Tome claim bug basically I have to accept that I have lost those points apparently after at least 3 emails trying to get clarification. But I am not going to accept the loss of Premium and Caches because I paid upfront for ESO plus …..and trying to argue that I need the email receipts and then a wall of silence in the hope it will all go away won’t work and is just making me more annoyed. My email is present on my transaction history and linked to my PSN ID there is absolutely no justification for this total lack of willingness to help.

“Product name
Date of purchase
Purchase amount
In the case of a digital purchase, the identity of the purchaser as detailed below
For games, game time cards, and other items purchased at a retail store, we need a picture of the receipt and a picture of the item purchased. For game time cards, we also need images of the front and back of the card.

Proof of purchase from the Xbox Live. PlayStation, or Steam stores must include the player's Gamertag, PSN ID, Steam ID, or e-mail address. Additional details on how to locate this information for each platform are featured in this article.
Once you provide the proof of purchase for your transaction, we can proceed with our investigation. “

The above was in your original email and I have done as you requested. Now please reply with a resolution not another request for more information.

GeneralEU · April 11

Things have finally started moving on my end, and I can confirm that I received 13 Premium Tome Tokens, BUT unfortunately, that’s still not enough considering how many months I have left on my ESO+ subscription after 13 months counting from now.

Lissiexx · April 11

GeneralEU wrote: »

Things have finally started moving on my end, and I can confirm that I received 13 Premium Tome Tokens, BUT unfortunately, that’s still not enough considering how many months I have left on my ESO+ subscription after 13 months counting from now.

It’s a start I guess ….. a positive step…… I hope you get a full and proper resolution very soon,

msetten · April 11

Lissiexx wrote: »

Proof of purchase from the Xbox Live. PlayStation, or Steam stores must include the player's Gamertag, PSN ID, Steam ID, or e-mail address. Additional details on how to locate this information for each platform are featured in this article.
Once you provide the proof of purchase for your transaction, we can proceed with our investigation. “

I had sent in proof of purchase with account history screenshots that did include my e-mail address. But that wasn't enough apparently. Now hoping those email receipts are good enough.