Dear Community Managers @ZOS_Kevin @ZOS_JessicaFolsom,I am writing this on behalf of my long-time guildmate and close friend (ESO UserID: @janusja). We are currently facing a critical technical and verification deadlock that completely prevents them from accessing the game via Steam since April 14th. We respectfully request your assistance in escalating Ticket #260414-002901 to a Senior Technical Supervisor, as the automated verification process has hit an unavoidable platform conflict.The core of the issue is an architectural validation deadlock regarding a legacy "Secret Question." Currently, the verification process relies heavily on this single parameter. However, due to the passage of time and the stress of the past security incident, this legacy field is no longer a reliable anchor of trust—its exact status and credentials are configurationally uncertain or lost. Crucially, the web account integration was only utilized once in 2024 to link Twitch Drops, while the owner has historically and exclusively logged in via Steam, making this legacy web-credential completely obsolete for daily access. Unfortunately, while the verification remains fixed on this single unresolvable field, the comprehensive cross-platform evidence package already attached to the ticket cannot be processed through the standard automated flow.For absolute clarity, here is the verified timeline of the account status:
January: The friend's linked Steam account was briefly compromised but swiftly recovered and secured via Valve Support within days.
January – April: The rightful owner safely and continuously played ESO via their secured Steam account. A ticket was opened with ZOS to report the January incident and restore lost in-game items.
March 2026: While fully verified by Steam, the owner purchased an active ESO Plus subscription using their personal RU-wallet. This financial transaction occurred months after the January incident was resolved.
April 14th: Upon reviewing the report regarding the January event, the account was automatically placed under a protective lock "for security reasons." It has remained inaccessible for over a month now while we attempt to complete the verification process.The ticket currently contains a comprehensive, cross-platform audit package consisting of 13 visual proofs that establish undeniable ownership:6 official invoices/receipts of ESO purchases within Steam, including the critical March subscription made long after the January event.3 official email logs from Valve confirming the successful recovery and return of the underlying Steam account to its rightful owner back in January.1 account dashboard screenshot showing an active, completely untouched Twitch integration dating back to 2024.2 recent updates from Valve Support: including an official statement from Steam Agent Paul. He clarified that due to global privacy laws, Valve cannot issue custom validation letters to third-party companies, but explicitly authorized the owner to present their official Steam support history as proof of platform legitimacy.We have reached a total deadlock where an integrated Steam customer, who has proven continuous billing and platform validation, is locked out due to a legacy security question that cannot be verified at this time.@ZOS_Kevin, @ZOS_JessicaFolsom, could you please kindly request a manual review of Ticket #260414-002901 by a Tier 2 Senior Agent? We only ask for a human specialist to review the attached cross-platform documentation and Steam logs to break this loop.Thank you so much for your time and dedication to the community.