Authorize (access code not received)

damegood · March 2016

My friend has the same problem, here's his information
ticket number: 160311-001094

Please email him this mballen0915@gmail.com

necron_arda · March 2016

@ZOS_MollyH It's been 3 weeks since my brother was contacted by the escalations team. They changed a couple of things like removing special characters but the problem was not solved. There have not been any updates since 3 weeks. When you say that this issue is being investigated unfortunately I have a hard time believing it.

rachanekneb18_ESO · March 2016

Hello
My sister can't log in game cuz of the same problem- she didn't get her access code to her mail! This nightmare start 4 weeks ago when Thief Guild come

She can't of course log into a forum and send a ticket cuz of this

She did all the steps on your help page but it didn't work too...

Her account is Blookarot

Solkanis · April 2016

Ticket # 160331-001246. Still have not received an access code. Please help. I really want to continue playing EOS.

ZOS_CoriJ · April 2016

@ Dame, @ Solk seems to have been contacted by customer support.
@necron_arda please send a new reply to that same ticket #, I have made it aware that you still need to be addressed if need be.
@rachanekneb18_ESO She needs to contact customer support. Moderators cannot assist from the forums, but we can check on the status of your ticket.

[edited for updates]

michaelTH · July 2016

I cant log into the game. It is asking me for an access code and i never get the email delivered.

My ticket id: 160701-004593

My user id: MichaelTH2

Help please

raggadust · July 2016

Hi, my brother is on the same issue.. We tried all the solutions posted above and also we have submitted a couple of tickets (with status 'unresolved' since today) and we dont know what to do..

ticket id: 160630-001271

thanks for your help!

raggadust · July 2016

ZOS_CoriJ wrote: »

@ Dame, @ Solk seems to have been contacted by customer support.
@necron_arda please send a new reply to that same ticket #, I have made it aware that you still need to be addressed if need be.
@rachanekneb18_ESO She needs to contact customer support. Moderators cannot assist from the forums, but we can check on the status of your ticket.

[edited for updates]

Hi CoriJ,

Can you take a look please?

michaelTH · July 2016

I got a standardized reply to my ticket which is clearly copy pasted in and not really related to the access code issue im having.. It just says that i should reply if i still have an unresolved issue so its like you make a ticket to make another ticket, i dont get that type of system for a customer service at all.. if people contact you its probably because its an issue that needs to be resolved asap and having to go through 1-2 or maybe even more (who knows yet) email replies that in no way helps with the actual issue seems just a waste of time for the customer.. Im still waiting on reply for my reply now.

raggadust · July 2016

im pretty tired... its been 5 days trying to get help...

@ZOS_CoriJ , @ZOS_MollyH ill tag you because you responded to the issues above.

Ive been dealing with bots all these days.. Emails that i recieve only says that my friend have to send a ticket on the support page by his own, OK so, 2 problems in here:

1) he CANT send a ticket on the support page because of the SAME reason he cant enter the game.
2) Will your support page help anyways? Always re send to pre-answered questions and dont give a f*ck if the issue is resolved or not (yeah, it asks if its resolved or not, but if you say that is not resolved your 'agents' dont give a f*ck)

So, we have to contact you from my account, again, dont send me that he must contact you by his own. Also, ive tried every solution you purpose, nothing works. If the code never arrives due to some email security problem is easy as f*ck to solve, just change his email on his account, and again i HAVE to ask you in his name, because he CANT enter the support page, or the forums. Now will i have some attention or ill be ignored again? Its very frustating doing this kind of things, and for a game that both of us have bought.

Ticket id is still the same, its all explained in there, with my friend email and account.

EDIT: We've found the way to send a ticket without being logged, the new ticket id submited by him is: 160705-001318.

michaelTH · July 2016

@raggadust hey dude .. I solved my issue by doing a password change on the account page.. After i did that it was like system suddenly worked and it sent me the access code after that.

Try it out atleast

It doesnt ask for access code when you log into the online account page

Netherscorn · July 2016

Bump because this is a MASSIVE issue which is currently making the game unplayable. Needs immediate priority. I'm getting the same issue. Maybe just give us an option to disable this ridiculous and obtrusive (not to mention unnecessary) feature.

michaelTH · July 2016

@Netherscorn hey man.. Yeah it´s a big issue since if you get this bug in a weekend you are screwed because you can´t change your email yourself and you wont get any help over the weekend from "support".

Mine happened early saturday morning and wasnt able to play until tuesday..

Did you try to do that password change as i mentioned worked for me?

Try it out and then try to log in again and see if it sends the code to you then..

Netherscorn · July 2016

michaelTH wrote: »

@Netherscorn hey man.. Yeah it´s a big issue since if you get this bug in a weekend you are screwed because you can´t change your email yourself and you wont get any help over the weekend from "support".

Mine happened early saturday morning and wasnt able to play until tuesday..

Did you try to do that password change as i mentioned worked for me?

Try it out and then try to log in again and see if it sends the code to you then..

The issue is: No on can log into their account management pages at the moment. So for those affected (apparently A LOT), it's a universal and terminal failure for now.

tritony · July 2016

ZOS_CoriJ wrote: »

If you are having issues with your one-time access code:

1.Disable any email security temporarily if you have any browser extensions and anti-virus software with these settings
2.Add noreply@mail.elderscrollsonline.com to your list of approved e-mail senders.
3.Check your spam or junk mail folders.◦If you are using Gmail with the Inbox categories feature, also check your Social folder.
4.If you are using a firewall or anti-virus, temporarily disable them before requesting a new code.

If you are still having issues, reply to this thread and we will have an customer support ticket started on behalf of this issue. (The Customer Support page is currently down.)

i tried everything, but i CAN NOT receive any mail with access code.
Therefore I cant log into account management and not even into support page because of reason 1. (cant receive access code mail). Seems a vicious circle.

What I have to do?

michaelTH · July 2016

I was able to log into my online account without access code . It doesnt prompt you for access code when you log into your eso account as i said online. There you can do a password change which worked for me , i was able to get access code to my email after i did that .

michaelTH · July 2016

@Netherscorn well i had the access code issue myself and i just fixed it so.. If you are unable to log into your eso account page via the internet then that is a different issue than not getting access code because you dont need access code to log into your eso account on internet .

Dekkameron · July 2016

I also don't seem to be recieving an authorisation code. Forums and game work fine, but i can't seem to be able to access my account outside to alter subscription or payment stuff.

michaelTH · July 2016

Sounds like a different problem then

ZOS_JessicaFolsom · July 2016

Hey folks, we have identified an issue that is currently preventing game related and billing-and-account emails from going out. If you are not receiving an access code email and haven't recently changed your email address, this is likely why. We're investigating and will resolve the issue as soon as possible.

Darksire · July 2016

ZOS_JessicaFolsom wrote: »

Hey folks, we have identified an issue that is currently preventing game related and billing-and-account emails from going out. If you are not receiving an access code email and haven't recently changed your email address, this is likely why. We're investigating and will resolve the issue as soon as possible.

I can't get on either, Is there a fix yet?

ZOS_JessicaFolsom · July 2016

Darksire wrote: »

I can't get on either, Is there a fix yet?

The team is still working on fixing this outage.

Darksire · July 2016

Why is it asking for a authorize code, I was up and running this morning just fine, didn't change a thing. Is this with everyone or am I just one of the luck few?

Darksire · July 2016

Darksire wrote: »

Why is it asking for a authorize code, I was up and running this morning just fine, didn't change a thing. Is this with everyone or am I just one of the luck few?

Never mind that, I didn't see the answer you gave, thanks

mikaelmrwb17_ESO · July 2016

@ZOS_JessicaFolsom

I had this issue after upgrading OS as well, and never got an access code.

Logging in works as normal, however, with no prompt for access code. Thanks for looking into this!

malicel · July 2016

I'm still not able to log in. The access code emails are still not coming through. What is the ETA on this?

ZOS_JessicaFolsom · July 2016

@mikaelmrwb17_ESO and @malicel are you still being asked for an access code at this time?

mikaelmrwb17_ESO · July 2016

@ZOS_JessicaFolsom

I wasn't asked for an access code this time, but was able to log straight in as if nothing ever happened.

I didn't receive the mail with an access code, anyway.

Edited to add that I'm on EU server.

ZOS_JessicaFolsom · July 2016

mikaelmrwb17_ESO wrote: »

@ZOS_JessicaFolsom

I wasn't asked for an access code this time, but was able to log straight in as if nothing ever happened.

I didn't receive the mail with an access code, anyway.

Edited to add that I'm on EU server.

Thank you. That's the behavior we're expecting right now, as a temporary solution while the larger issue is worked on (so people can play.)

raggadust · July 2016

@ZOS_JessicaFolsom Hi! Finally it works

Thanks! hope everyone who had this issue is playing right now