Temporary Suspended?

[Haruka-Ash]

i have 3 accounts linked to my square enix id (1 mine 1 of my brother and 1 extra that i had lying around) and this 15th of december my brother was playing like normal after i rage quit because of the cap fight and he suddenly got booted out of the game and when he tried to log in the account was temporary suspended also i loged in on the other 2 accounts and it said the same thing

we didnt do anything wrong as far as i know he was in abyssea la thiene in a frog party and i was on bastok
and the other account is canceled because i dont have anough crysta to pay it

it was because the hacking attempt to the SE Servers or what?
also has anybody had this issue or its just us?

[Sealdorie]

I couldn't tell you what happened. Friend of mine that I've known and played with for 7 years was also suspended today. When he called the rep told him that they didn't know why. He was so upset he even filed a BBB complaint (even though yes we know the ToS says SE can do whatever they want to you whenever they feel like it).

Considering the guy is one of those that hates even windower I'm a little curious if others were hit as well.

[Haruka-Ash]

its sad how SE can treat they customers well maybe after the end of december we know what really happen because i know that other friends got suspended for unknown reasons and just hope they fix this

[blowfin]

The same thing has happened to me by the looks of it, and some others. Support couldn't give me a clear answer.
http://ffxi.allakhazam.com/forum.html?forum=10&mid=1324472828226009951

I guess we just wait?

[Dragoy]

Just tossing this little quote here as it is good to know, I think.



3.1 Sharing Account Information. You may not share your account or log-in information (such as your PlayOnline ID, SQUARE ENIX ID and password) with anyone except your legal guardian, your minor child, or SQUARE ENIX.
SqEX should never ask for that anyways.

Anyways, I don't think this is the reason in your case, and would first guess it to be a payment issue so I would suggest you make sure that's OK (some people have had problems where for example ClickandBye says they got the money and sent them to SqEX who says they don't have it and ask you to contact ClickandDye and so on, and so on).

Either way, if you are expecting an answer from the Customer Service here, you will not get one because they simply can not handle Account/Billing related matters here, so one should use the SQUARE ENIX Support Centre to contact them regarding such matters.


Good luck! ^^

[Haruka-Ash]

i been on the chat with them and they only said me to call some phone number
so after a big WTF i called and they said me there that my account was suspended indeed but they dont know why
at least u got a straight answer but for me they send me back to the chat....

and i just will have to wait

[Dragoy]

I haven't had such issues myself, ever, the particular issue I mentioned happened to a friend and it's quite amazing to see the support that some customers are receiving (such as you).

I mean how can they not know... that just doesn't compute!
That sort of a situation should be unacceptable and never happen, but I guess all we can do is hope they'll find out soon. And don't stop requesting for the support you are supposed to have!

Personally I always had rather good experiences with the eMail support (well, almost always), but I never really had any issue that was this serious... >.<

[Haruka-Ash]

yeah i had a very good experience with the customer support in the past (lost passowrd, change gamertags) and this is the first time i ever had such a bad service i will try right now and i will post my results

EDIT: ok they send me to some page to fill some info about my account and verify if its mine
i really dont know what is goin on

the service this time was better... but still no answer of why my account is suspended

EDIT 2: i will try the email support and see what happens i have to get to work in a few hrs and i will try chat again later

EDIT 3: this is what i got on an email

Regarding your request for account support. Please find your answer below.

If the account has been temporarily suspended or received a notification about account termination, then it is possible that the account was suspended or terminated due to a violation of the User Agreement. If the account is temporarily suspended, then detailed information will be sent to the PlayOnline email. If the account is terminated, then detailed information will be noted in the account termination notification.

If you have no recollection of violating the User Agreement as mentioned in the email or notification, please contact the SQUARE ENIX Support Center during our normal business hours at http://support.na.square-enix.com, hours of operation are 9:00 am to 6:00 pm PST Monday through Friday.

i really dont know what is goin on and im already on chat again and i dont recall doing anything wrong at all

[blowfin]

Regarding your request for account support. Please find your answer below.

If the account has been temporarily suspended or received a notification about account termination, then it is possible that the account was suspended or terminated due to a violation of the User Agreement. If the account is temporarily suspended, then detailed information will be sent to the PlayOnline email. If the account is terminated, then detailed information will be noted in the account termination notification.

If you have no recollection of violating the User Agreement as mentioned in the email or notification, please contact the SQUARE ENIX Support Center during our normal business hours at http://support.na.square-enix.com, hours of operation are 9:00 am to 6:00 pm PST Monday through Friday.

i really dont know what is goin on and im already on chat again and i dont recall doing anything wrong at all

Forgive any ignorance here but how are we supposed to read an email to our POL account if we can't log into POL? Keep us informed on what happens, I'm going to have to stay up until 1am sometime soon and get this sorted out. If it gets too painful i'm going to be tempted to just cancel. 7 years of being a customer and I haven't done anything wrong... this is not going down very well at all.

Edit: Appears I found the answer to the email question. Not that it helps me that much without being able to see my server settings in POL.
http://www.bluegartr.com/threads/90832-How-to-check-POL-mail-account-with-other-mail-clients

[Dragoy]

Have you not yet transferred your PlayOnline Account to a SQUARE ENIX Account?

When you send a support request via the Support Centre, they will send the reply to the SqEX Account eMail address. Moreover, if you log in at the website, you can view and answer the replies right there.

That is:


http://www.square-enix.com/
Select region.
Here you can log in if you so choose to.
Click on "Support".
Click on "FINAL FANTASY XI".
Click on "Contact".

This is what I'm referring to to.

If one does not still have a SqEX Account, I am unsure if it is possible or not to transfer a currently suspended account there, or even link it to it...

Either way, you are supposed to manage the accounts via the SQUARE ENIX Account Management site these days, not via PlayOnline Viewer.

[blowfin]

Yep I've been on an SE account ever since I got my token in 2009. I'm pretty sure it's compulsory for everyone now? I've checked the POL email externally and I don't appear to have any new messages there anyway.

My major problem is my time zone, to speak to a chat agent I'll have to wait 'til 1am local time for US support to open. I guess I should write support an email.

[Dragoy]

All right, do note however that "linking" is not the same as "transferring".

Linking is what we had to do to get the Token/Satchel thingy, while transferring will move you over to the new payment method(s) and enable you to actually manage the account.
While it was supposed to become mandatory some months ago, they postponed it due to the obviously dis-satisfactory payment methods they were offering at the time.

Or at least I haven't seen an announcement of it becoming mandatory yet, so if one has the payment going OK still, it may not be. However for me example, a couple of months ago when it first was supposed to be forced, I had a payment issue (or more like they had an issue with the payment, as my account was fine, and I would have just needed to re-enter the same card number for whatever reason), and I obviously couldn't update the payment info via POL any more, so I was forced to transfer at that time.

So while everyone is not forced yet by the service, things like this in the system may do it instead.

You can at the SQUARE ENIX Account Management site in your Options or Services List if there is something along the lines "accounts that need to be transferred blah-blah".

Note for anyone not yet transferred, one will have to start using one of the new payment methods after doing so.

[Haruka-Ash]

yep i transfered the pol id to square enix id the first time i saw the rounsey wand lol also i linked my account to a token i got with FFXIV CE but then i had to cancel the token because i lost it and since atm im not in the USA to ask for a replacement i been riding the game without it but yeah i will keep trying till friday because of course SE will celebrate xmas and all that

EDIT: I got this from the support ticket they said me to send to verify if im the owner of the account


Thank you for contacting the SQUARE ENIX Support Center.
This email has been sent to notify you that your ticket was received and will be responded to within 2 business days (48 hours) of receipt.

We appreciate your patience and apologize for the delay in responding to your ticket directly.

If your issue has already been resolved and you are no longer in need of support, the URL below will provide you with a "Cancel Ticket" option to close your open ticket.

https://support.na.square-enix.com/info.php?1423080-d6fcd1691b9aa80e9a3a8ab8dd941bd5-774732-1

Please be advised that any e-mails sent to this address will not be answered.

i dont knwo what else to do maybe i will get into the chat again i dunno
anyways i will edit this with anything i get

EDIT 2: This is what i got from the support center again


Agent : Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent : Thank you for holding.
Agent : It looks like your account is under investigation.
Agent : When that investigation completes, you will be emailed the results of that investigation.
You: and when that investigation is complete will be able to log in again or i have to contact the support center again?
Agent : The email will be sent to the email address on file for the SQUARE ENIX Account.
Agent : You will have to wait for the email to arrive to find further instructions.
Agent : I do not have access to the investigation records, and do not know what type of investigation is being conducted.

You: ok the mail will explain everything i guess

[blowfin]

All right, do note however that "linking" is not the same as "transferring".


Transferred payments to my SE account recently, have been linked since 2009. To Clarify.


You: ok the mail will explain everything i guess

I certainly hope so, and the sooner the better. EU escalated a ticket for me but I don't expect to hear back about it.

Also just spotted this on one of the support articles:

-How to avoid the login restriction:
Using a Square Enix Security Token will prevent any login restrictions from being placed. Security Tokens are also an effective means of preventing your account from being compromised and we strongly recommend their usage.

Of course I have a token and it doesn't seem to have prevented any of this from happening. Still no sign of the magical "how to remove the login restriction" email that apparently should have been sent to my registered email address.

[Haruka-Ash]

i lost the token long time ago and i didnt have any problems i really dont play on pc often only when i want to record some gameplay but thats very rare and since im not in the us atm i dont have any means to get another one
and i dont know what a login restriction is lol

and i never got a mail with that instructions lol

[Dragoy]

The Token really has nothing to do with it, I'm quite sure.

The point is, if your POL account is not transferred to the SE Account, you may have more or less hard time with getting support.

Of course it shouldn't be like that, but it does seem like it the more I see this kind of posts 'pop' about.


Again, I wish you the best with this issue, as it seems to be the best I can do. :V

[Haruka-Ash]

yeah they told me to wait for an email to arrive (in my SE ID account mail) and thats what im doing
and i know im didnt do anything wrong and just i have to be patient
meanwhile i will play the idolm@ster 2 lol

[Haruka-Ash]

the tip of the iceberg!!!!

SE suspended me and now they gonna charge me????




Thank you for using the Square Enix Account Management System.

Service fees will be billed shortly. The details are as follows.

Date: 12/30/2011
Payment Method: Crysta
Service Account Name: PlayOnline / FINAL FANTASY XI 1
-------------------------------------------------------

For details regarding your automatically continuous options, please refer to "List Options Continued Automatically" in the Square Enix Account Management System.

Please note that a lack of Crysta in your Crysta balance or any problems with your credit/debit card preventing you from paying service fees on the estimated date of billing will cause all automatically continuous options for the relevant service account to be cancelled.

If you would like to cancel automatically continuous options, please select "Cancel" from the service account's Options List.

If you did not request this e-mail, please direct all inquiries to the Square Enix Support Center.
This e-mail has been sent automatically. Any e-mails sent to this address will not be answered.

-------------------------------------------------------
For inquiries regarding products and services, please visit the Square Enix Support Center

seriously SE????

[Suzie]

I help my friend with his online SE account as he does not have a computer and plays on a PS2. He had his account suspended and after numerous tickets submitted cuz we had forgotton some of the information we finally got it right.

We have called several times and one guy said we had to verify the account... so we say.. ok we have the information. He nastily replies well when you have the information call back... WAIT!!! WE DO HAVE THE INFORMATION TO VERIFY THE ACCOUNT!!! click and he hangs up on us.

Finally get things straightened out and he calls them and we are being told the same thing... it is being investigated have to wait for the email and nothing to do til then... sigh

[Haruka-Ash]

yeah and it will take almost the rest of december to arrive

[Enochroot]

This exact thing happened to me and I finally got it resolved yesterday. Here's the scoop (at least with what happened to me, as this thread contains the exact same info)...

I checked with SE support daily and kept getting: "your account is under investigation, we have no info for you, we have no ETA, you can keep contacting us but it won't do any good, sit tight and you'll get an email eventually."

That email never came. On Xmas morning I got an automated email telling me I was about to be billed for the accounts that I hadn't had access to since Dec 16. So, wow. That was not very nice of them. So, still having access to my SE account, I went in and cancelled my POL accounts (which had previously been transferred to my SE account).

Two days later on the 27th, I tried to log in to my SE account only to find that it, too, was "terminated or suspended" - with absolutely no warning, notice, or any regard for the fact that I'd been a paying customer at all. I was more than a little frustrated and upset at this point.

I got back in touch with (the apparently outsourced) SE support who was finally able to tell me "oh, there's a problem with your playspan account" - as if I should know what playspan is. If you don't know, PlaySpan.com is one of the companies SE uses to do order fulfillment when you buy Crysta. I had bought Crysta on 3 separate occasions in the past and all 3 transactions went via Paypal. I'd never heard of PlaySpan. So SE says to me "you'll have to go to playspan and contact their support about your account" - uhhh... ok.

So I do that. Turns out my "playspan account" was simply my paypal email address and an account had been automatically created for me when I bought crysta. Fantastic. So PlaySpan support says "no probs with your account, 3 transactions, all clean, tell SE to check again".

So I do that. Back to SE support. They say "oh wait, we think it's a chargeback, go back to PlaySpan and tell them to check for chargebacks."

So I do that. Back to PlaySpan support. They say "nope, 3 transactions, all clean, no chargebacks, tell SE to check again".

Sigh. So I do that. Back to SE support. They say "one moment please." Then 20 minutes later they say "try now." And my SE account is back. Before I could test my POL accounts they disconnect from my support chat and turns out that they'd only turned on the SE account, not the POL accounts.

Sigh. Back to SE support. Luckily I get the same guy and he quickly unlocks everything and everything's back to normal. So here's the final few lines of the chat log of my support session:


Agent Matt L: One moment
You: okey doke
Agent Matt L: You should be fine now
Agent Matt L: Sorry for all the trouble
You: thanks thanks :)
You: updating info now
You: how can i avoid this trouble in the future?
Agent Matt L: Don't worry about it
Agent Matt L: You might have just swept up with the times
You: okey doke

So my advice to all SE gamers: whatever you do, under any circumstances, do NOT swept up the times.

[Inches]

So my advice to all SE gamers: whatever you do, under any circumstances, do NOT swept up the times.

omg... :( now i'm running through my memory archive trying to verify if I have ever swept up the times >_<. I'm almost sure I've never swept up the times, but I can't vouch for it 100%. Crap.:(

good to know your account is back!

now the question is... have the OP and the other poster affected here swept up the times? This could bring some clarity into the subject.

[Haruka-Ash]

so if i used ultimatepay/playspan to buy crysta using paypal they create an account with them? because i dont recall getting an email lol

[Enochroot]

Correct!

I searched my email and no, hadn't gotten any email from (or containing the word) "playspan". So I just guessed that they MIGHT'VE automatically created an account based on my Paypal information - and I was right. Told PlaySpan my Paypal email address and they instantly knew who I was. So... my Paypal info is now sitting in the database of some third party vendor that I'd never heard of. I guess this is what SE means when they say "unauthorized third party access"? Only... they authorized this particular third party and I had nothing to do with it.

Boggles the mind. Wish someone who actually works at SE could actually explain what's going on with this sort of thing. It's pretty poor customer service to have people locked out of their accounts (over Christmas!) due to their own internal problems between their systems and the systems of their vendors.

[Haruka-Ash]

well pretty much that give us hope i will try it tomorrow and see whats up with playspan the odd thing is my SE account still works but still i will try to do that and thx for all the help man

[Originalkord]

So my advice to all SE gamers: whatever you do, under any circumstances, do NOT swept up the times.

I laughed at this for like 45 minutes...As a result, I am afraid I am now guilty of having just swept up with the times.

[Haruka-Ash]

well i tried today and indeed they said i have a chargeback but when i contacted playspan they said my account was clean and no chargebacks so i went to square enix customer service and they say my account still was under investigation and sadly i didnt get the same agent as before .-. so they say im still under investigation
im really getting bored of this lol

[Enochroot]

What's really unfortunate is that their "investigation" doesn't really include you at all. They don't give you any information, nor do they solicit any information from you that might actually help shed light on the situation.

I guess you'll just have to wait it out. I did so by playing FFXIV... until my SE account itself was "terminated or suspended" - which I guess was the result of their concluded "investigation" - which is when I got in touch with them and got into the whole rigamarole with PlaySpan and it all sorted itself out in an afternoon with just a little back-and-forth.

What this shows is that SE is bad at picking partners and really bad at this whole "intarwebs" thing. But we all knew that already because of the monstrosities that are their websites and forums. When they've inconvenienced enough of their fanbase that it hits their bottom line, maybe they'll get serious about Doing Things Right.

Seriously, guys, e-commerce doesn't have to be this hard. Customer service should be friendly, prompt, and above all - helpful.

[Haruka-Ash]

yeah last nigth i got into chat with the same agent that helped you and everything went fine after all he said the same thing about the chargeback and he in less than 20 minutes unlocked my pol accounts and everything looks like some workes dont like to help people but that matt L guy really was of help

[lllen]

In case anyone doesn't know or wants to know...Playspan is owned by Visa.

[Haruka-Ash]

oh o.o that i didnt know lol

[blowfin]

I just got back from a week of holidays and everything seems to be ok now. No emails telling me my account had been re-activated, so obviously no reasons as to why it was put "under investigation". Exceptionally poor support and customer service from all parties involved.