Hacked?

mkmars01 · June 2014

I have been trying to log in for last few hours but get the msg that my login location is unknown. I last played about 12 hours ago. I am told that an email has been sent with a code but have never received one email. Scanning back through emails I cannot see where I have received any correspondence from TESO in the last 24 hours. My email account does not have any signs of suspicious behavior or login locations.

Same thing occurs when I try to log manage my account through the browser.

I have been on hold for 2.5 hours so far calling them.

WTF?

ZOS_TristanK · June 2014

Hey, @mkmars01. We've created a ticket for you and a member of our Support Team will reach out via email as soon as they can to investigate your account. Thanks for your patience!

mkmars01 · June 2014

Well someone answered after 2hr 40 minutes. Said account had not been hacked. Told me ports were closed and some other things that were obviously not the case. Said he could not fix it, but they have been having problems similar to this. Could not transfer me to anyone else. He was making support ticket as well. Could not even give me a time frame for it to be fixed.

navra1ub17_ESO · June 2014

Although I have been able to play the game, I have a similar problem in that I have been unable to view my account status for quite some time now. I get a message stating that because my IP address has changed I require a code to verify that I have a valid account. I have requested that this code be sent to me but have not received the promised email. I have therefore submitted a support ticket (140601-000797). The support people have told me that there is a problem with the ESO system getting through to some email accounts. I have given support three different email addresses and still have not received my code. This situation has gone on for a week now with daily emails exchanged with several support personnel (including their supervisors) without any resolution.

I have been told that in order to receive a code I need to supply the following information. 1) The last 4 digits of my credit card. 2) An old code that I may have received some time ago. 3) The answer to a security question that I may have used when I started the game. Although I supplied the last 4 digits of my credit card, I was unable to supply an old code or the correct answer to my security question. I believe it is unlikely that anyone would save an old code number. I also believe it is unreasonable to supply the answer to a security question without knowing what the question is. (Support did not ask me what the question was.)

I do not believe I am the only person whose IP address is changed by their Internet Providers from time to time for security reasons. It is very likely that other subscribers would find themselves in a similar situation to mine. I would therefore respectfully suggest that Zenimax/havok/Bethesda either fix or change their system or face the possibility of losing many of their subscribers.

mkmars01 · June 2014

I had all the info requested because I ordered it online and had the email receipt. I did not know the answer to the question which they did not supply the question initially. They did supply the question in a follow up email which I responded to with the answer.

The issue is still not resolved and I am waiting.

mkmars01 · June 2014

Finally got a response without a solution.

Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!
Subject
ESO_Forum_Ticket_Creation

Response By Email (Michelle) (06/07/2014 02:46 PM)
Hello Michael,

Thank you for your prompt response and for supplying me with the requested information. I'm so sorry to hear that you are experiencing this issue and that you have had to contact us several times regarding it. To avoid any confusion, I am going to close tickets xxxxxx-xxxxxx& xxxxxx-xxxxxx.

If you are being prompted to provide an access code when logging in, you should check your account's e-mail address for the one-time code.
The e-mail will be titled "Elder Scrolls Online - Login From Unknown IP Address."
If the verification e-mail never arrives, try one or more of the following steps:
1. Check the spam/junk folder
2. If using a firewall or antivirus, please check that you have added eso.exe to your antivirus/firewall exception rules and that your firewall has not blocked access through the following ports:

TCP / UDP Ports 24100 through 24200
TCP / UDP Ports 24500 through 24600
TCP / UDP Ports 49100 through 54000

4. Add donotreply@mail.elderscrollsonline.com and donotreply@elderscrollsonline.com to the e-mail account's allow list to avoid having it automatically deleted or moved to a spam folder.
This code will verify the player's IP address and ensure they can log into the game. If the player cannot locate the e-mail, they should try again in 10 minutes to have a new access code sent.

If the above doesn't help to resolve the issue, some customer's have had the issue resolved by changing the e-mail address associated with their account. If you would like me to do this, please just reply with the new e-mail address and I will get it done immediately.

I look forward to hearing from you soon.
Warm Regards,
Michelle

Obviously, I have done all these things after talking to initial person on phone. Now they tell me to do same thing and that the issue is resolved. Even goes as far as to close the tickets.

WTF??????????????

I did send another email address. Wait and see I guess.

navra1ub17_ESO · June 2014

I finally received 2 Access Codes a few minutes ago. Just to as an example of the competence of the people I was dealing with, I also received an email from a support person telling me that I do not need an Access Code to view my account details! At the risk of violating the code of conduct I will leave this thread with a quote from a British soap opera called Corination Street. "When you pay peanuts you get monkeys."

mkmars01 · June 2014

New email fixed it. Definitely a problem on their end which it sounds like they already know it is an issue.

Hodorius · June 2014

This whole system is a mess... I think they simply lie about this IP crap.

My IP changes regularly and I "only" was forced to enter this code 4 times.

Once I did not recieve any e-mail and after beeing annoyed for 20 minutes I could login without entering anything.

Another time I had an "unknon error" ( someone got invitet into the raidgrp while I was in the archive... that´s a known issue btw ) and the whole raid had to wait for that bloody e-mail to arrive!

But that´s a common behaviour in this business...
always make the customer think it´s his fault so he keeps his mouth shut.

A company I worked for even had a patch that we had to apply after we screwd up...
It did nothing exept showing a loading screen for long enough for us to explain the customer that it´s his fault while using words he doesn´t know the meaning of.

Then he feels like an ass and keeps paying