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- Thank you for contacting
- Bethesda Customer Support!
- Bethesda
- Question Subject: I played (and in fact pre-ordered the Tricentennial Edition of) Fallout 76 in 2018 but haven't gotte
- Question Reference # 190116-001747
- Date Created: 01/16/2019 09:48 AM
- Date Last Updated: 02/01/2019 12:48 PM
- Product: Fallout 76
- Status: Read Answer Provided
- Message Log:
- Bethesda Customer Support response on 02/01/2019 12:48 PM
- Greetings,
- Brian here again with Bethesda Customer Support.
- If you wish to seek a refund of your purchase please contact the retailer you purchased Fallout 76 through as they will have a record of the transaction within their systems. Please keep in mind though that your request must fall in line with the retailers policy in order to process the request.
- To ensure you avoid similar issues like this from occurring again, I would recommend reaching out to Xbox Support for assistance with securing your Gamertag/console.
- Thank you for your understanding.
- Warm regards,
- Brian
- Bethesda Customer Support
- Customer response on 02/01/2019 01:52 AM
- Then refund it all. Atoms, Tricentennial content, the whole game. You just defended theft and I will not let you get away with this.
- Bethesda Customer Support response on 01/30/2019 03:09 PM
- Greetings,
- I'm Brian a member of the Escalations Team here with Bethesda Customer Support.
- Upon review, it should not be possible to link a Gamertag to a Bethesda.net account which you do not own.
- When launching Fallout 76 the game will check to see if the Gamertag has already been linked previously (by playing The Evil Within 2, Fallout 4 or Skyrim: Special Edition for example) before taking players to the main menu. If no existing link is detected, players are required to enter an e-mail address to check to see if a Bethesda.net account was previously created but not linked. At this point the player will be required to enter the Username and Password to link the two accounts.
- If the e-mail shows that no Bethesda.net account has been created, a Quick Account will be created which allows the player to finalize the account a later point in time. For this reason it is extremely important to ensure that the information entered is something that can be accessed and not a "burner" e-mail or any typos are present. Additionally, it is also recommended that you do not share account information with another player.
- With all of this in mind, I'm very sorry to inform you that we will be unable to fulfill your request to move the purchases from one account to another.
- Thank you for your understanding.
- Warm regards,
- Brian
- Bethesda Customer Support
- Customer response on 01/29/2019 10:57 PM
- I played, leveled up, bought atoms and shop items not knowing that they were going to an account I didn't own.
- Give me what's mine. You do not want to stonewall someone wronged like this.
- Bethesda Customer Support response on 01/28/2019 05:01 AM
- Greetings!
- Thank you for contacting the Bethesda Customer Support Team. My name is Bridget, and its's my pleasure to assist you today. I do apologize for any inconvenience or difficulties you're experiencing. I sincerely hope we can get this resolved, and get you back to gaming, ASAP! It can be incredibly irritating when issues like this just won't go away!
- Thank you for your patience in handling this issue.
- As it stands, we are unable to give any information on the account, since you are not the owner of it. We can't transfer entitlements as well. We also can't confirm what account is linked with what platform.
- If you have any further questions, please don't hesitate to ask. I would be more than happy to assist you. For now, we will go ahead and set this ticket to solved - but don't let that alarm you! A simple reply to this email can immediately reopen your ticket so we may resume our conversation.
- Warm Regards,
- Bridget
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/28/2019 12:51 AM
- It started as not having access to the Fallout Classic Collection but turned into something worse. I understand that if the owner of the Bethesda Account linked to my Xbox Gamertag in FO76 unlinks it, I'd lose my character data, my atoms earned, and everything I bought with said atoms.
- This is inevitably going to happen regardless of what action is taken so I would prefer it if, somehow, all the stuff I earned and bought was added to my Bethesda Account KailC (kail.christensen.halolover@gmail.com) including atoms, tricentennial edition content, and all I bought in the atom shop. And, after that, if it can be made possible, my character.
- Bethesda Customer Support response on 01/27/2019 03:48 AM
- Greetings!
- Thank you for contacting Bethesda Customer Support. My name is Dwight and I'd be happy to help you today!
- I understand you were not able to access your Fallout Classic Collection. I apologize for the inconvenience and have looked into the matter. As it seems, you should have access to the Fallout Classic Collection now on your account linked to the email address: kail.christensen.halolover@gmail.com .
- If you do not have access to the games, please let us know and we would be glad to further assist you.
- Warm Regards,
- Dwight
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/27/2019 01:50 AM
- You don't understand. No one else uses my Xbox Live Gamertag except ME. And I surely didn't put the Bethesda Account there. And....what happens when Mods become available in Fallout 76? I won't be able to subscribe to them on Bethesda.net due to the simple fact that I don't own the Bethesda Account currently linked and don't have the password because of that.
- This isn't just a major hindrance: If the owner of the account unlinks from their end, my character and items are gone and it's theft, and I will not allow this to continue until that happens.
- If there are no tools to transfer the data, see about making them.
- Also, I reiterate, I DO NOT OWN THE BETHESDA.NET ACCOUNT CURRENTLY LINKED TO MY GAMERTAG!
- What is so hard to do about giving someone back what they own?
- Kail
- Bethesda Customer Support response on 01/25/2019 11:36 PM
- Hello!
- Thank you for your patience and cooperation as we've been investigating this matter. My name is Matt and I'm here to follow up.
- I understand the frustration that must be arising from this situation. As a fellow gamer, I fully understand how confusing it must be to see that your account is linked to someone else's. As for why the account is linked to a different Bethesda account than your own, if you truly do not own this account, it is likely that someone else- a family member or friend- has logged into their Bethesda account on your Xbox Live gamertag at some point. Doing so is the only way to link an account.
- As a special exception, I've gone ahead and applied the full Classic Collection to your Bethesda account. I hope that this is acceptable. The games will be available on your Bethesda Launcher the next time you log in. If they do not show up immediately, make sure your launcher is up to date and then log out and back in.
- We cannot unlink the account on your Xbox because your character data and items are tied to that Bethesda account. We do not have tools that can move characters between accounts. If you would like to go about changing the account email and log-in information on the account currently linked, I will need to verify your ownership of the account by submitting a ticket from that account's email.
- For now, as there is no further action I can take directly from this account, I'll go ahead and close your ticket for you but please don't hesitate to reach out to us again if you have any future issues or questions. We'd be happy to help you! Simply replying directly to this email will re-open the ticket so that we can continue our conversation should the need arise.
- Thank you for your continued interest and support!
- Warm Regards,
- Matthew
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/25/2019 10:29 PM
- You have full control over content. Work it out. Fix. This. Error. Your. Game. Made.
- Even if I have to give every single detail of my character's inventory, levels, perks and STASH, do SOMETHING
- Customer response on 01/25/2019 10:05 PM
- So Iām at the mercy of whoever owns the account.
- Thanks for nothing, Bethesda. No wonder people complain so much.
- You just lost a future customer.
- Bethesda Customer Support response on 01/25/2019 01:02 AM
- Greetings!
- Thank you for contacting the Bethesda Customer Support Team. My name is Paul and I'll be working with you today!
- Thank you very much for reaching back out to us on this, I totally understand your concern in this situation as you just want to get your preferred account linked to your Xbox. After reviewing your account we are unable to process an unlink for your account. If we were to unlink, all content in-game will be lost and we are not able to force the unlink as linking is intended to be permanent.
- If you have any further questions or concerns about anything we support please feel free to contact us back. We would be more than happy to further assist you.
- Thank you for your continued interest and support!
- Warm Regards,
- Paul
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Bethesda Customer Support response on 01/22/2019 03:49 PM
- Greetings,
- Thank you for your patience while we reviewed this matter for you.
- I have escalated your ticket to a specialized team. They will do some research and will be getting back to you.
- Thanks for your continued interest and support!
- Warm Regards,
- Bethesda Customer Support
- Customer response on 01/22/2019 01:44 AM
- Hello again.
- Just checking in, making sure this support ticket isn't closed without me getting what is rightfully mine.
- On Sat, Jan 19, 2019 at 7:07 PM Kail Christensen <kail.christensen.halolover@gmail.com> wrote:
- *sighs* Well I logged into Fallout 4 and Skyrim using my KailC account so idek why this Tigernuts777 account is in my game. Thinking logically, I'm guessing it's been there since B.E.T.A since I've never had to check it for anything until now. I KNOW I didn't login with that account, for sure, and I KNOW no-one else has access to my Xbox Gamertag.
- Is there a way to see when exactly this Tigernuts777 bethesda.net account linked to my copy of Fallout 76?
- On Sat, Jan 19, 2019 at 6:55 PM Bethesda Support <Support04@bethsoft.com> wrote:
- Customer response on 01/19/2019 03:07 AM
- *sighs* Well I logged into Fallout 4 and Skyrim using my KailC account so idek why this Tigernuts777 account is in my game. Thinking logically, I'm guessing it's been there since B.E.T.A since I've never had to check it for anything until now. I KNOW I didn't login with that account, for sure, and I KNOW no-one else has access to my Xbox Gamertag.
- Is there a way to see when exactly this Tigernuts777 bethesda.net account linked to my copy of Fallout 76?
- Bethesda Customer Support response on 01/19/2019 02:55 AM
- Greetings!
- Thank you for contacting the Bethesda Customer Support Team. This is First Responder Carlos at your service.
- It is great to hear back from you. I understand where you are coming from. However, the only way to link a Bethesda.net account to an Xbox is to log in to either Fallout 4, Skyrim, or Fallout 76 using those credentials.
- I will send the ticket over to our Advanced team to see if there is anything that can be done regarding the entitlements and this two accounts. Once the ticket has been submitted they will contact you as soon as possible for updates to further assist you. However, there is no guarantee that will be what you are expecting.
- Please do not hesitate and contact us if you have any other issue or concern
- Thank you for your continued interest and support!
- Warm Regards,
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/19/2019 01:42 AM
- What?? But....my character, my classic collection--do you mean to tell me all of it is lost because your game falsely linked me to a Bethesda.net account that isn't mine!?
- This is absolutely unacceptable and I demand something be done about this.
- Bethesda Customer Support response on 01/19/2019 01:30 AM
- Greetings!
- Thank you for contacting the Bethesda Customer Support Team. This is First Responder Carlos at your service.
- It is great to hear back from you. Thank you very much for the screenshot of the email. I understand that you have never heard of the email kwakabike@hotmail.com
- As it stands, we are unable to move entitlements from one account to another. All the progress done in Fallout 76 is saved into the account that is currently linked to Xbox. Any changes could cause issues. I understand that this was not the answer you were hoping for when you contacted us however I do appreciate your understanding regarding this matter.
- Please do not hesitate and contact us if you have any other issue or concern
- Thank you for your continued interest and support!
- Warm Regards,
- Carlos
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/19/2019 12:55 AM
- UPDATE
- I've found the email sent by Microsoft upon my preorder of Fallout 76. However upon forwarding it to you, I was sent an automated response.
- So...I opened the email in a new tab, included the recipient email address (kail.christensen.halolover@gmail.com) and took a screen capture.
- Sending captured email in this email to make sure you get it.
- Kail
- On Sat, Jan 19, 2019 at 4:31 PM Kail Christensen <kail.christensen.halolover@gmail.com> wrote:
- Problem: I never heard of this email address (kwakabike@hotmail.com) until now and I don't know how it got into my digital Xbox copy of Fallout 76.
- How do I remove it from my account and move all entitlements I earned to my account?
- Tax Invoice received when I Preordered Fallout 76 from the Xbox Store attached.
- I'll also make an effort to retrieve the email invoice sent to the email address I'm sending you all these messages from and forward that over to you.
- Kail
- On Sat, Jan 19, 2019 at 4:14 AM Bethesda Support <Support04@bethsoft.com> wrote:
- Customer response on 01/19/2019 12:31 AM
- Problem: I never heard of this email address (kwakabike@hotmail.com) until now and I don't know how it got into my digital Xbox copy of Fallout 76.
- How do I remove it from my account and move all entitlements I earned to my account?
- Tax Invoice received when I Preordered Fallout 76 from the Xbox Store attached.
- I'll also make an effort to retrieve the email invoice sent to the email address I'm sending you all these messages from and forward that over to you.
- Kail
- Bethesda Customer Support response on 01/18/2019 12:14 PM
- Greetings!
- Thank you for contacting the Bethesda Customer Support Team.
- My name is Michael I'll be assisting you today.
- After reviewing your account we didn't find any indication of you playing fallout 76 on this email account kail.christensen.halolover@gmail.com.
- However after looking up the other email account kwakabike@hotmail.com we see that your entitlements are all on this email account. Some how you may have played on this account and will need to access it to redeem the classic collection..
- This account is linked to steam and xboxone.
- Can you provide us with a proof of purchase?
- A proof of purchase must include the following:
- Product name
- Date of purchase
- Purchase amount
- In the case of a digital purchase, the identity of the purchaser (Gamertag, PSN ID, Steam ID or e-mail address)
- Thank you for your continued interest and support!
- Warm Regards,
- Michael
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/18/2019 06:45 AM
- I got that Tigernuts777 bethesda.net username from within Fallout 76's 'bethesda.net' section in settings. Email address is also unknown to me. Attached is a screenshot showing as such.
- KailC of course is mine as I made it....not sure how or why that other name is there since no one else has access to my Gamertag or Xbox One, and apparently the username doesn't exist to you....
- Seems this might be a bigger issue than first perceived. :(
- Kail
- Bethesda Customer Support response on 01/17/2019 02:18 AM
- Hey There!
- Thank you for contacting the Bethesda Customer Support Team. My name is Jp, and I will be assisting you in every way I can today! We appreciate your patience.
- I'm reaching out regarding your issue. If I may ask, Where did you get that username? We are unable to find any info with the username you have responded with. Get back with this information and we will look into you issues. We're looking forward to reading your reply.
- If you continue to have concerns or have any other questions, please feel free to contact us and we will gladly assist you! Thank you for your continued interest and support.
- Warm Regards,
- JP
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/16/2019 11:57 PM
- ...what the....
- Bethesda Account linked is one I haven't heard of before; Tigernuts777 ???
- It's supposed to be KailC.....
- Bethesda Customer Support response on 01/16/2019 11:44 AM
- Greetings!
- Thank you for contacting the Bethesda Customer Support Team.
- What is the Bethesda.net Username on the B.net account you have linked to your XBOX that you have played Fallout 76 on in 2018?
- Have you checked that account for the Classic Collection entitlements?
- Thank you for your continued interest and support!
- Warm Regards,
- Benjamin
- Bethesda Customer Support
- Keep an eye on our official Facebook, Twitter, and website for upcoming news about Bethesda Softworks games here:
- https://www.facebook.com/BethesdaSoftworks
- https://twitter.com/bethesda
- https://www.bethesda.net
- Customer response on 01/16/2019 09:48 AM
- I played (and in fact pre-ordered the Tricentennial Edition of) Fallout 76 in 2018 but haven't gotten the Fallout Classic Collection for free on the Bethesda.net Launcher.
- Xbox Gamertag: SudsiestOdin7
- Bethesda.net account and Xbox Gamertag are linked, subscribing to mods for FO4 and SSE in browser shows on Xbox One.
- Launcher was installed this morning, when I clicked Fallouts 1, 2, and Tactics it showed 'buy' instead of 'install' and redirected to my shopping cart in my browser.
- Not much else to tell, really.
- Bethesda_net_Offer_ = Yes
- Where_offer_was_seen = Website
- link = https://twitter.com/bethesda/status/1076541655736561665
- We will assume your issue has been resolved if we do not hear from you within 96 hours (4 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!
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