Did not receive ESO Plus benefits

ZOS_JessicaFolsom · April 21

@BurntCookie1477 @aeturnus77 @SkullXMeat your tickets are in the right place, yes, and are being processed by our Support team.

@Seminolegirl1992 your ticket is also in the right place though it sounds like you're on Steam, so not related to the issue in this thread. One of our CS Managers let me know the are in discussion with you.

TheWolfGrey · April 21

@ZOS_JessicaFolsom just trying to check to see if my ticket is in the right spot. My ticket is
260418-000600 And also wondering if it's being looked at or not. Im on the Playstation platform.

ZOS_JessicaFolsom · April 21

TheWolfGrey wrote: »

@ZOS_JessicaFolsom just trying to check to see if my ticket is in the right spot. My ticket is
260418-000600 And also wondering if it's being looked at or not. Im on the Playstation platform.

Yep! Your ticket is in the right place. One note on yours: every time you update your ticket, it bumps your ticket to the bottom of the queue. So, we recommend not updating it unless our Support team requests info from you, please.

Seminolegirl1992 · April 21

ZOS_JessicaFolsom wrote: »

@BurntCookie1477 @aeturnus77 @SkullXMeat your tickets are in the right place, yes, and are being processed by our Support team.

@Seminolegirl1992 your ticket is also in the right place though it sounds like you're on Steam, so not related to the issue in this thread. One of our CS Managers let me know the are in discussion with you.

Thank you so much Jessica, you're actually the best!! It still says waiting on agent for the new thing I put in but I will be patient.

Telehc · April 22

I am having exactly the same problem. Spent over an hour with a very helpful person on. Playstation who verified evert
ything is done at their end.

Telehc · April 22

This is my Ticket Nimber

Telehc · April 22

My Ticket number 260421-001428
ESO Plus Membership renewed with Playstation but not ESO

Bruudmother_68 · April 22

Hello @ZOS_JessicaFolsom,

Ensuring my ticket number 260403-004186 is in the right place.

Thanks!

ZOS_CouchTato · April 22

@Telehc @Bruudmother_68

Your tickets are both in the correct place and under review. Please keep in mind as Jessica said, that sending multiple replies can delay ticket response time. Bruudmother, your ticket is with a smaller team specialized in the issue, so response times may vary depending on how heavy the queue is.

Bruudmother_68 · April 22

@ZOS_CouchTato

Thanks so much for the info!

cheance · April 22

.

iameh · April 22

My ticket is
260420-001351. Membership is active on PSN but not on ESO. Thanks!!!

Lydawobbles · April 23

My alt auto renewed today, alas no craft bag or crowns.

BlazingSoul · April 23

Hi,
I’m a PlayStation player affected by the ESO+ no benefits issue.
I have now been without ESO Plus perks for over 10 days. My subscription shows as active on PlayStation, but I have no access to ESO+ benefits (no craft bag, reduced bank space, no DLC access), which is preventing normal gameplay.
I also haven't received any crowns or tome tokens for this 12 month subscription.
I have already submitted a support ticket:
260413-000800
Could you please confirm that my ticket is in the correct queue and that my account is being investigated for this issue?

Hypnotica713 · April 23

Why does this not seem to be of more importance? People are paying for something that they are not receiving, and there's not really any update as to what is going on?
There are people all over social media and in game complaining about the length of time they have been going back and forth (some a month!?) with what seems like nothing being done to get people all of their ESO+ benefits, whether it is just crowns or tome caches missing or worse, those things AND no craft bag, double bank and house space, access to dlc or the furnishing vault.

My ESO+ is ending today. I usually buy a year at a time. I turned off auto subscription. I am scared to purchase even 1 month because it seems like I will be out both the money and the benefits with no recourse to get my money back if it doesn't work. There are people other than me with these same concerns that are in the same boat: their ESO+ is running out soon and are also scared to pay for more!

It's been nice having more communication about other things going on..could we please get some answers as to what is happening with the purchasing of ESO plus on PlayStation? Why is this seemingly affecting only PlayStation and no other platform? Is this happening to everyone that has renewed since the beginning of April, or is this glitch random? Is it all levels of subscription or just certain ones? What is being done to fix the problem..is it close to being fixed? Please communicate with us! Thank you.

@ZOS_JessicaFolsom @ZOS_CouchTato @ZOS_GinaBruno @ZOS_Kevin

Bobby_Digital81 · April 23

iameh · April 23

Ive been without access to ESO+ ever since the patch update a few days ago. Even after putting in a ticket I’ve had no acknowledgment that it’s being addressed. I even made a forum account to add my ticket to this thread bc I would like some sort of answer.
Why is this taking so long to properly address and find a solution for? Genuinely kind of surprising that this isn’t a higher priority. Hopefully we’ll have answers soon.

ZOS_CouchTato · April 23

@iameh @BlazingSoul

Your ticket is in the correct place and active. As it is with a smaller team, it may take a little longer, but rest assured an agent will send a reply as soon as possible.

That said, most of these tickets will be in this specialized queue- if you are having the problem associated with PlayStation, while the team looks into the issue. I know it's frustrating, but the team is doing their best to ensure this is resolved as soon as possible. We appreciate your patience thus far. Please see Jessica's post on the first page of the thread for reference.

cheance · April 23

I purchased a month of ESO Plus on Mar 20th and purchased 6 months on April 10th. The month ran out on April 20th.

The issue may be related to buying a subscription while a current subscription is active.

I hope I receive the full 7 months as opposed to (1 month + 6 months - 10 days - [however long it takes to receive my ESO plus benefits]).

I would appreciate if you could pass this detail onto the team and reassure me this bug won't lose me subscription time while still remaining full cost.

Hypnotica713 · April 23

cheance wrote: »

I purchased a month of ESO Plus on Mar 20th and purchased 6 months on April 10th. The month ran out on April 20th.

The issue may be related to buying a subscription while a current subscription is active.

I hope I receive the full 7 months as opposed to (1 month + 6 months - 10 days - [however long it takes to receive my ESO plus benefits]).

I would appreciate if you could pass this detail onto the team and reassure me this bug won't lose me subscription time while still remaining full cost.

Dude..no need to copy and paste something you already put in here. If you didn't submit a ticket, you should do so, otherwise nothing will ever happen for you. Once you submit a ticket, then post it back here so they can check if it got to the correct place.

Telehc · April 24

My ticket number is in another thread and has been responded to. but putting it here to stay on the list.

My Ticket number 260421-001428

Frustrating, cant place furnishing in house, i am over the limit. Cant craft because it will empty my bag and game doesnt use resources on my character first which fill up inventory, not game to take anything out of my bank because it is over full. Have NA and Euro accounts and spending my last 2000 crowns on 30 storage crate for each server i can transfer items between characters until it is fixed
Much more difficult to complete Tome and golden pursuit quests because I cant access the DLC dungeons trials areas etc my guild mates are doing.

RemnantFantasy · April 24

I, like many, am frustrated by this issue. As someone who (like a lot of us) has subbed for nearly a decade and has spent thousands of hours in the game, losing the bank space and the craft bag essentially turns my game into 'Inventory Management Simulator'.

However, I also know that it isn't always that easy, especially with an issue that requires a fix on accounts (check the subs, match the accounts, push through a handshake etc.). Been there myself from the support side enough times to know that what might perhaps seem simple from a customer standpoint could be more complicated behind the scenes.

There are, however, a couple of things here:

Firstly, it might reduce some of the animosity in social media and the game (it isn't pretty) if we had some kind of idea where we are in terms of the process. Most support issues go through the following:

Investigate > Cause > Fix

If we could be assured that what the 'specialised' team is working through is the 'fix' portion of that cycle (and I know that the 'fix' is likely to be 'per account' rather than 'here's a hotfix') it might help. I've often found that much of the frustration from the customer standpoint isn't necessarily about the issue not being 'resolved' as such, but rather from getting vague 'we're working on it' messages with little substance. In addition, will the team be working on this over the weekend, or is it a case of everything will stop over the weekend and then restart on Monday?

Secondly, it seems this is a widespread issue across PlayStation. If this is true, then is it worth putting out a comms to the PS player base confirming an issue and asking them to temporarily turn off auto-renewal, or having the ESO+ sub taken down (again temporarily) on the PS store? My thinking here is that if this is an 'active' issue, then anyone whose sub is about to renew or who buys a sub at this point will have the same issue. Given the heavy marketing from ZOS regarding Season Zero and changes to ESO+ it is possible that more people than ever will sign up to ESO+, resulting in an issue that just keeps growing, and a 'specialised' team that end up drowning in tickets.

Just my thoughts, but you aren't going to help yourselves (or your support staff) if you take what is clearly a challenging issue and just keep letting it grow.

twisttop138 · April 24

RemnantFantasy wrote: »

I, like many, am frustrated by this issue. As someone who (like a lot of us) has subbed for nearly a decade and has spent thousands of hours in the game, losing the bank space and the craft bag essentially turns my game into 'Inventory Management Simulator'.

However, I also know that it isn't always that easy, especially with an issue that requires a fix on accounts (check the subs, match the accounts, push through a handshake etc.). Been there myself from the support side enough times to know that what might perhaps seem simple from a customer standpoint could be more complicated behind the scenes.

There are, however, a couple of things here:

Firstly, it might reduce some of the animosity in social media and the game (it isn't pretty) if we had some kind of idea where we are in terms of the process. Most support issues go through the following:

Investigate > Cause > Fix

If we could be assured that what the 'specialised' team is working through is the 'fix' portion of that cycle (and I know that the 'fix' is likely to be 'per account' rather than 'here's a hotfix') it might help. I've often found that much of the frustration from the customer standpoint isn't necessarily about the issue not being 'resolved' as such, but rather from getting vague 'we're working on it' messages with little substance. In addition, will the team be working on this over the weekend, or is it a case of everything will stop over the weekend and then restart on Monday?

Secondly, it seems this is a widespread issue across PlayStation. If this is true, then is it worth putting out a comms to the PS player base confirming an issue and asking them to temporarily turn off auto-renewal, or having the ESO+ sub taken down (again temporarily) on the PS store? My thinking here is that if this is an 'active' issue, then anyone whose sub is about to renew or who buys a sub at this point will have the same issue. Given the heavy marketing from ZOS regarding Season Zero and changes to ESO+ it is possible that more people than ever will sign up to ESO+, resulting in an issue that just keeps growing, and a 'specialised' team that end up drowning in tickets.

Just my thoughts, but you aren't going to help yourselves (or your support staff) if you take what is clearly a challenging issue and just keep letting it grow.

Yeah this is happening to guild mates and people are upset. One guild mate is the first time subscribing. It's leaving a bad taste in people's mouths. I guess when it's not about tomes and how to buy them, communication is just meh. Took them a week to respond to this thread. Thought that was changing this year.

Bobby_Digital81 · April 24

We probably won't hear anything new until the new month (May) starts, which is a week from today (4/24). I don't think there is anything they can really do by testing things until the new month begins. I do hope ZOS compensates those that were affected by not having ESO+ benefits even though they paid for it.

Bobby_Digital81 · April 25

As of today (4/25/26) at 3:15pm EDT my ESO+ kicked back on and I have my craft bag. Not sure how long I will have it. It was supposed to end on 5/10/26. I lost the ESO+ benefits on 4/10/26. So 15 days paid without ESO+. Hope to get some type of compensation cause I only bought it for the Jubilee Event to manage my materials easier with crafting writs on 20 toons each day.

We will probably hear back on Monday since today is Saturday.

Lydawobbles · April 26

I still dont have mine back on my alt. I'm glad yours is back, Bobby.
Being without the craftbag is so rough 😂

Telehc · April 26

Re Remnant Fantasy post. I feel the renewal problem may be only effecting 12 month renewals. I know someones who’s 6mth renewal went through fine last day or so.
I think we should at least have our subscription extended to the date we actually get access. I have accounts on both servers and had 2000 crowns so I bought storage 30 slot on each where I can switch items especially crafting and motifs for my crafter, between my characters and some characters are being used as storage. My bank is over full because it halved in capacity not game to take anything out unless i need to use it because I cant put things back. Dumping collected furnishings in empty houses, main houses cant have any more furnishings because their limits dropped and furnishing vault not available. So it is not only the craft bag being affected.
DLC dungeons and some DLC areas also inaccessible so goodbye Daily pledges.

Lydawobbles · April 26

I tested a 1 month renewal on a different alt, and it also didnt work.

I have a friend who did a three month and it went through though 🤷‍♀️

Bobby_Digital81 · April 26

I was lucky to get it back today...but I don't know how long it will last. Still need to get updates from ZOS about what happened and that it won't happen again. And how they can make it up to paying customers.

And I paid for 1 month sub back in early March and bought another 1 month sub early April to get me through until Jubilee event ended. But it was cut-off 5 days before that ended. So a waste of money.

Hope everyone gets theirs turned back on and all this mess gets resolved.

RemnantFantasy · April 26

I'm not convinced it's related to the sub type. We've got everyone from various sub levels, renewals, first time subs etc as well as accounts of people with no issues.

I'm wondering if it's instead linked to our account history, such as outright buying expansions that are currently in ESO plus (or the 2025 content pass) and something caused the system to go a bit hinky and apply it all in the wrong order so technically our ESO plus got overwritten by our previous expansion licences. Just a thought.