Returning Adventurer Campaign

[Elphy]

I have two friends who wanted to take advantage of the Return Home campaign to see whats new. One tried to log in and everything went smooth and his client is still currently updating, however the other tries to log in but it keeps telling him he needs to reactivate his account to play. They both meet the requirements. They both cancelled their accounts normally, neither has had any issues while playing and both have active se accounts with xiv.

Is there something hes missing, because we cannot seem to figure out why it would want him to fully reactivate, hence pay a sub, to play during this supposed free period.

We wanted to ask here before calling support, cause, well, everyone knows how support is.