Need some info but SE website sucks to find what I need

[Seiowan]

Okay, a friend of mine once had a FFXI account but quit about two years ago taking my then mule-turned-main with it. Now they'd like to return using the reactivation service, but it seems perpetually "Under maintenance" despite the server status saying otherwise.

I think he needs to contact someone in SE about this, but as there is a complete communications blackout in terms of getting any emails or support tickets placed (every single "contact" button just loops you back to some weak FAQ which does nothing to answer your queries) we're at a loss to figure out how to go about it.

So, as a last resort I'm posting here, on the official FFXI forums, in the hopes that either someone with knowledge or, better yet, a moderator can shed some light on exactly how we're supposed to get this resolved.

Come on SE, a potential new returning player must be reason enough to get you interested in reactivating his account :)

[RAIST]

Did you go through the Character Reactivation Service pages at playonline.com? At a quick glance, it seems pretty straight forward...pretty much walks you through the process. Button for it down on the left side at the NA site....leads to this page:

http://www.playonline.com/ff11us/crs/

[wish12oz]

(858)790-7529
take note that it is not toll-free.

[Eldwir]

He is pretty right though, the CRS doesn't work since months...perpetual maintenance.
Needed to reactivate a long lost character and I couldn't one year ago and still cannot.


http://img801.imageshack.us/img801/6264/maintenancem.png

[RAIST]

Well, if the automated system is still down, then I would assume the manual form process is still in effect. Only took like a minute to find a link to the POL announcement.

Just typed the words "Character Reactivation Service" in the forum's search box, and a link about half-way down the list caught my eye, entitled "Regarding character Reactivation", a post from SE_James with the text stating:

"The automated Character Reactivation Service provided through the PlayOnline website is still unavailable, as you can see. However the information provided by Dragoy is correct; we have... "

Went to that thread and just above SE_James post was the thread with the links to the announcement that lead me to the proper form:
http://www.playonline.com/ff11us/polnews/news21296.shtml

It has the announcements quoted (URL's were not clickable, so just copy/pasted the NA one into the address bar):
http://www.playonline.com/ff11us/polnews/news21296.shtml

That had a link to the form on the SE support portal:
https://support.na.square-enix.com/contact.php?id=20&la=1&daxx=1

When that page loaded, it prompted me to sign in with my SE ID and pass. After signing in, it redirected me to the manual request form. Guessing you provide the info, click the "Next" buttons, etc. and wait for them to investigate and get back to you.

[Seiowan]

Thanks. I was rather hoping they had an EU number, but I guess they'll have to make do with international rates for the time being. This is why an online game needs better online support.

Part of me wonders if they haven't cancelled their reactivation service or suspended it indefinitely given the perpetual maintenance state of the site. A shame there's no mods around to shed some light on what's really going on with this service.

[sc4500]

This might help you out , had to help a few friends help get there account reactive they been off from 2-4 yrs. most them were on xbox but might help. one dude took him 8hrs on the phone with them and got nowhere.

1st thing need to do is transfer playonline id to square-enix account , this can be found on playonline website. if do not have one then need to create one.

2nd thing once got the square enix account created need to transfer the playonline id to it , look on bottom left hand corner of square account for select service. select ff11. do not worry about the billing if ask for any billing chose crystalis

3rd thing once select the service on your right hand side look for transfer playonline id to square account. select that enter pol info. if goes through then be happy. if does not go through one of 3 things . wrong password,wrong pol id or you owe a late bill and says contact square customer service and they CAN NOT help you. password and id can be taken care of at the customer service phone people only. if owe late fee then (NOT RECOMMENDED IF GOT A PC) if do not got pc and trying do this on a smartphone then need to trust some one thats got a pc and if got a security token need be on phone with them or in a voice chat system to enter info. found this out from a pc friend that had late charges NOT RECOMMENDED IF YOU HAVE A PC)>>. Now download the playonline viewer for the pc and then enter in your playonline id and square enix password and security token if got one , you will then come up to a link to pay them the late fee thing.

4th thing need to do is once the transfer been complete, takes one to 15 min , might need sign out square account sign back in , on your right hand side of square account should see all the character link to the playonline account will show reactive account , now select reactive account and chose what characters like to reactive.

RECOMMEND to buy a $20 dollar ultimategamecard and pay using crystalis get them from 7-11,gamespot or walmart there systems reliable that card reads to the systems not been shoplifted out of the store it only problem might come across on these cards. buy the time you get home card and most the time will already work on square payment method to redemm the card on square account sometime your balance is instant other times take min or to and will get a email went through from ultimategame card . if got late fee your going need put 2000 crystal on your square account and they will take it right away for 1399 or so depending on mules activated also so if in the owe them money thing, need make sure got enough in account for it, reason want use crystalis payment method is they like to ding credit cards 3 to 4 times sometimes on click and buy and the contuniouse pay option with debit cards. For those that do not know the ultimategamecard is actually owned by visa.

[RAIST]

hmm.. found the contact page even faster using the search engines at the playonline site (typed "Character Reactivation Service" in the Q & A Search box on left side, under the support link) took me right to the support portal with a results list....the top link (Character Reactivation Service-Restoring a Deleted Character) took me right to a KB article with the same link to the contact form.

Out of curiosity, I went back to the playonline site and clicked the link to the support portal, and this time I just typed "Character Reactivation" in the search box, and the same link to the same KB article popped up as the second link in the list, after a link for "Restoring characters that have been deleted without any reason".

I even clicked the contact button at the support portal, selected Account/Billing, then Reactivation, and typed in "Character Reactivation" in the Contact Details section. When it didn't return a good hit in the search results, I just hit the Next button as instructed and I got links to email and chat support.

Not sure just where the OP has been searching for help/answers....but so far, it's been pretty straightforward?

[Seiowan]

Silly me not checking one of those earlier links, I just went straigh to the support link without noticing that they really HAD suspended the service, at least from the website. He's filled out the forms now, all we can do is wait for the account to be reactivated. Fingers crossed.