Error code:POL-5311

[Vanguard319]

I am a returning player from FFXIV. I am having problems logging into my account, even though I just reactivated it. I have changed my password using the SE account management system, and I changed the password to match in my POL settings, but I still get a message saying the Square Enix ID, Square Enix password, or one time password is incorrect. My ID is correct, as is my one time password, so it must be the SE password. However, I can't find anything that corresponds to the SE password in the settings. I need help.

[RAIST]

The SE password may be correct, it's the one you are using to get into the forums and SE Account Management.

Usually, when this happens it's a mismatch between the saved POL password in either the client (POL settings in game) or at the server (saved with your account details in SE Account Management). Most likely it's becuase the console/PC playing FFXI will have the POL info saved and you are now only entering the SE credentials--people simply forget what their POL credentials are and wind up saving the wrong info (or in the wrong places).

[elqplau]

its simple my mule is lvl 1 I was attempting to help another on a quest.... the user name and password must be correct as im using it to contack u people....now im not able to long on because all of a sudden my user name/password are incorrect.....and because u people nolonger have a splash screen to help im on my pc on the forum which isn't even real time ... if I get an answer at all it will be in several days ... well im paying for days I cant/don't play so some real time help would be apreaciated rather than being hung up on and disconnect from the "tech support" page of the "live" help after being on the phone for 45 mins and on the tech support fopr the same amount of time........ im beginning to thing that the only thing u people want to help with is the removal of money from my bank account as I get no real help from the phone or tech support ...... please fix ur error

[Milly-B]

I too am experiencing this error after trying to return to Vana'diel. The difference is that I know I have the correct POL and SE IDs and Passwords as I just created the SE account and the POL info must have been correct because the accounts linked and all my characters are there and correct.

I've also tried the silly recommendation of reinstalling the game from scratch and still the same issue. I have a ticket in for e-mail support. If they get back to me with an answer that works, I'll be sure to post it here asap.

/salute
Mil'Bereth