Greetings,

We'd like to present an FAQ regarding the questions we see popping up the most on the forum. Please note that these answers apply to the PAL/EU region unless otherwise noted by a "Global" notice.

For questions relating to the North America region, please refer to this thread.

Pre-Order-related Questions

I pre-ordered from the European Square Enix Store. What should happen next?
When pre-ordering from the European Square Enix Store you should receive an Early Access code in a separate email within 30 minutes of placing your order.
If you have pre-ordered more than one copy, you should be sent an email containing an Early Access code for each copy purchased.

Once these emails are dispatched, you can retrieve your Early Access code(s) any time from your profile page on the Square Enix Store. Log into the site, then click "My Account" in the upper right section of the screen, and select "My Profile" in the drop down window. From this page, you can view your Early Access code(s) by selecting the "View your FFXIV Heavensward early access" button.

How about if I pre-order from the French Square Enix Boutique?
  • Physical version:
    You will receive a pre-order code via email that you will be able to redeem on the Heavensward pre-order page. Log into your Square Enix account (the one you use to play FFXIV) and you can redeem your code. Select the platform you wish to receive your bonus code for (note that you can only play early access on the platform that you register this code to). Please be sure to confirm that your platform is correct as the pre-order code will be consumed upon use.
  • Download version:
    You will receive an Early access code to be redeemed on the Mog Station for the Windows version and on the PlayStation®Network for the PS4/PS3 versions. You will receive an e-mail when it will be possible to redeem these codes.
*You will receive your codes via e-mail a few days before the start of Early Access at the latest.

I pre-ordered on PC and got a 20-digit Early Access code that grants early access and the pre-order bonus items. When can I redeem it on the Mog Station?
Early Access codes (which grant early access/pre-order bonuses) cannot be redeemed on the Mog Station until closer to the launch of FINAL FANTASY XIV: Heavensward on 23 June, 2015. You will receive another email at a later date notifying you when your code can be redeemed.

I pre-ordered for the PS4 and got a 12-digit Early Access code that grants early access and the pre-order bonus items. When can I redeem it on the PlayStation®Network?
Early Access codes (known as Promotion Codes on the PlayStation®Network) cannot be redeemed on the PlayStation®Network until closer to the launch of FINAL FANTASY XIV: Heavensward on 23 June, 2015. You will receive another email at a later date notifying you when your code can be redeemed.


Will other retailers also have the physical, boxed FINAL FANTASY XIV: Heavensward Collector's Edition available for purchase?
Only a limited stock of the boxed Collector’s Edition are available, and they are currently only available to pre-order on the Square Enix Store and Boutique.
If you are considering purchasing the physical Collector’s Edition, we highly recommend purchasing through the Square Enix Store/Boutique, as we cannot guarantee that there will be stock available through other retailers at a later date.

When will the digital pre-orders begin for the Steam version of Heavensward?
We're working with Valve to launch pre-orders for the digital standard edition and digital Collector's Editions sometime in May.

When will the digital pre-orders begin on the PlayStation®Network (for PS3/PS4)?
We're currently working with Sony on this and will share more information once we have it.


Platform-related Questions

The PlayStation® 3 version of FINAL FANTASY XIV: Heavensward and the FINAL FANTASY XIV Online bundle do not seem to be on the Square Enix Store or Boutique. Will they be available later?
In PAL/European territories, the PS3 version of FINAL FANTASY XIV: Heavensward and the FINAL FANTASY XIV Online bundle will only be available via digital download on the PlayStation® Store at a later date. There are currently no plans for this to be made available on the European Square Enix Store or Boutique.

Do I need to purchase FINAL FANTASY XIV: Heavensward for each of the platforms that I currently play A Realm Reborn on?
Global: Yes. You will need to purchase and register a copy for each of the platforms that you would like to play on. For example: You play FFXIV: ARR on PC and PS4 and wish to play the expansion on both of those platforms, then you would need to purchase FFXIV: Heavensward on both PC and PS4.

Do existing Windows users need to purchase the FINAL FANTASY XIV Online bundle to play on Mac?
Global: Yes, existing users wishing to play on the Mac will need to purchase FINAL FANTASY XIV Online to play on the new platform.

I bought and play FFXIV: A Realm Reborn on Steam. Do I need to purchase Heavensward on Steam to upgrade my account?
Global: Yes, you do as the Steam and Windows versions of A Realm Reborn have different play entitlements. The registration code that comes with the purchase of the Steam version of FINAL FANTASY XIV: A Realm Reborn is a Steam-specific play entitlement. If you purchased the game via Steam and set up your service account using the Steam-included code then you cannot use a non-Steam version of Heavensward to add the expansion to your existing account.

Will the FINAL FANTASY XIV Online bundle come with 30 days of play time?
Global: Yes, it will. Please note that FINAL FANTASY XIV: Heavensward will not include 30 days of play time.


Other Questions

How much does it cost to ship to ship the physical versions of FINAL FANTASY XIV: Heavensward and the FINAL FANTASY XIV Online bundle?
Free delivery is available for all boxed/physical games ordered on the European Square Enix Store. Further information on delivery rates can be found on the help page here.
Free delivery is also available on the French Square Enix Boutique. Please click here for details.

When I try to pay for my pre-order on the European Square Enix store using PayPal I get an error message. What can I do?
If you continue to experience problems using PayPal as your payment method on the European Square Enix Store, please contact Customer Support here.
If you are experiencing PayPal issues on the Square Enix Boutique please get in touch with the Boutique support team here.

I pre-ordered from the European Square Enix Store. When will I be charged?
You will be charged 10 days before the release of the game.

Can I order my copy of FINAL FANTASY XIV: Heavensward from Japan or North America and play the Heavensward content using my European account I currently use to play?
Global: All game codes are region locked. This means that you cannot use a code that came with a North American or Japanese copy of Heavensward on a European Square Enix account (and vice versa).