[NA] Mail/Web Chat Support Technical Difficulties (Apr. 24)

[NOC_NA]

Due to network issues, we are currently experiencing technical difficulties in which we cannot provide support via mail/web chat.

The issue is currently being investigated and addressed; however, it has become clear there may be an extended amount of time until recovery. For this reason, we are temporarily halting all email and web chat support through the Support Center for the time being.

Please note that for the duration until recovery, we have set up a temporary phone support line for any urgent concerns you may have.

■Temporary Phone Support Line
Tel: 310-846-0345
Business Hours: 9:00 a.m. - 6:00 p.m.

*This temporary phone support line will be available even on Saturdays, Sundays, and holidays until current technical difficulties have been resolved.

*Because we anticipate a high volume of calls on this temporary phone support line, for any non-urgent matters we ask that you please wait and instead contact us through the Support Center once full recovery has been achieved.

In addition, investigations have revealed that we are not able to receive the following types of inquiries at this time:

- Replies to mails previously sent by the Support Center
- Inquiries via direct email
- Official documentation images sent to the Support Center

If you have sent an inquiry on Apr. 22, 2014 6:00 a.m. or later and have not yet received a response from Support, we apologize for the inconvenience but we ask that you please submit your inquiry once again after recovery.

Please note that in-game Support Desk functions may be used as normal.

We apologize for any inconvenience this may cause and thank you for your understanding.

[NOC_NA]

Due to the network issues previously announced, we are again temporarily halting GM support as well as Support Center handling of account and payment-related inquiries.

We will continue to investigate and address the situation to try to achieve recovery as soon as possible.
We will keep you updated when any new information becomes available.

We apologize for any inconvenience and thank you for your patience and understanding.

[NOC_NA]

During the following time, we experienced technical difficulties wherein we were unable to provide customer support via mail/web chat. However, we are happy to announce that the issue has been resolved as of May 7, 2014 at 3:00 (PDT) and we have resumed support via mail/web chat.

■SQUARE ENIX Support Center
http://support.na.square-enix.com/main.php?id=20&la=1

* We may initially require some additional time to respond to your inquiry due to the vast number of contacts. We ask for your patience as we handle the contacts in order.

* Certain email inquiries that were received during the issue may have been lost. If you have not received a response from the support team, we ask that you please re-submit your inquiry at your earliest convenience.

* The in-game support desk is functioning as normal.

We deeply apologize for any inconvenience this may have caused over an extended period of time.