This service account is currently suspended.

Quote:

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Originally Posted by Zeblade

Sorry peoples account get hacked or you get suspended. Its the one saying "I have 50 friends that will quit with me were that tight". SE has hundreds of thousands of players and I am sure you must have done the math... so toss a few pennys out the window.. thats the dent you make here. See most people when things like this happen this (forums) is not the place they come to cry. They email.. they call the get it all fixed.

You seem to be under some twisted thinking that you have leverage over them. :) sorry but the threatening yeah it never works. Your like everyone else..you bought a game got hacked or got caught.. call them get it fixed.

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I just told my boyfriend to stop levelling until I get my account back. Leverage in the relationship ;)

Quote:

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Originally Posted by Talihina

I just told my boyfriend to stop levelling until I get my account back. Leverage in the relationship ;)

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This happened to my girlfriend on saturday. We were playing our characters together just fine friday, log off to go do other things then go to bed. We go to play the next day and when she tries to log on she gets the message "you could not log in because the service account in question is not registered. If you would like to log into the service, please log into the square enix account management system and register the service account" which was concerning. So we go to her mog station and sure enough "this service account is currently suspended" and on the character list is a character she didnt make on a server we dont play on nor plan to play on in the foreseeable future. So she went and changed her password on the spot normally. Then she followed the support forums to this link:https://support.na.square-enix.com/f...1&c=58&sc=348& and followed step b and used the link provided in step b to reset her password a 2nd time just to be safe and in the hopes doing that would unsuspend her account because it even says "B) Follow steps for a normal password change If for some reason the automated email does not reach your inbox, or if you accidentally deleted the email, please follow the steps for changing your password through the URL below. The login restriction will be removed once you change your password. She also put in a support ticket after changing the password the 2nd time which only JUST got acknowledged today by the bot reply saying it could take up to 2 days (48 hrs) to get a reply. If doing what I posted above from the support forum actually unsuspened the account by following that link and resetting the password actually did what it said and removed the restriction, it would save the customers AND square enix both a lot of time and a lot of headaches.

Quote:

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Originally Posted by JowyAvilon

This happened to my girlfriend on saturday. We were playing our characters together just fine friday, log off to go do other things then go to bed. We go to play the next day and when she tries to log on she gets the message "you could not log in because the service account in question is not registered. If you would like to log into the service, please log into the square enix account management system and register the service account" which was concerning. So we go to her mog station and sure enough "this service account is currently suspended" and on the character list is a character she didnt make on a server we dont play on nor plan to play on in the foreseeable future. So she went and changed her password on the spot normally. Then she followed the support forums to this link:https://support.na.square-enix.com/f...1&c=58&sc=348& and followed step b and used the link provided in step b to reset her password a 2nd time just to be safe and in the hopes doing that would unsuspend her account because it even says "B) Follow steps for a normal password change If for some reason the automated email does not reach your inbox, or if you accidentally deleted the email, please follow the steps for changing your password through the URL below. The login restriction will be removed once you change your password. She also put in a support ticket after changing the password the 2nd time which only JUST got acknowledged today by the bot reply saying it could take up to 2 days (48 hrs) to get a reply. If doing what I posted above from the support forum actually unsuspened the account by following that link and resetting the password actually did what it said and removed the restriction, it would save the customers AND square enix both a lot of time and a lot of headaches.

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Amen! I changed my password about 20 times, and alas, still suspended. It said most suspensions are lifted after at MOST 72 hours, so I'm wondering if it will actually be lifted without me doing anything or if it's just another broken feature. I'm leaning towards the latter again.

Quote:

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Originally Posted by Dark_Bard_Raven

Hahahaha your funny did you just not read the post? Plus I was taught that it was rude not to respond to people. If someone says something and I can respond I will hence why I do not make a lot of posts. So to recap since you seem to miss the point is I have done nothing to break tsa besides the odd and end curse words used which would be a warning which would mean there is a technical problem with one of there systems used to monitor the game. This I do believe is the tech forum......as for tantrum where have I become unhinged in my post or rude or mean or brow bashed anyone for there response some one makes a post I make a answer. It is so sad how little it takes for someone to have a opinion I have two little boys I know a tantrum when I see one honestly no one who has posted in my post has really done anything wrong I am happy for those who tried to point out issues that might have caused my problem and I re posted in kind to point out I did none of those things. As for my post about people quitting because of me if this where to happen to some of the major guilds that hop from game to game they would post the same in there forum post as well as there support post because it is a statement of fact there are those who play games together and if one can not play no one does because it is a social group. Granted I could have worded this better but the meaning is still the same there are people that this affects as well because they play for me. My wife and a few of my friends in other states play so we can do something together and be social these I know ill not play anymore a larger group of just friends in general might continue to play and that is there choice how long they might will depend if something else catches there interest. Like I said more power to them it is a good game not bashing the game there. Support I will bash because it sucks. If you do not like my comment or feel that its a tantrum you do not have to respond that is your choice as well. Either way I will keep posting and responding because it is the weekend and besides thinking about going to buy a new game for the 360 I have nothing to do but relax and do what ever I want.

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LOL you are so contradicting yourself with every post that you write. People have tried to offer you advice and yet you're telling them that its not that blah blah blah because you know what you're talking about because "you're" SOOOO tech savvy, I'm right and everyone else is wrong attitude it's really starting to sound like a broken record, especially when you keep repeating that "all" your friends are going to leave if you don't get your account re-activated. As if, I'm sorry but if you think that then your head is so far up your own @$$ you can't see daylight. No one cares whether you leave or not. And yes, you are having a tantrum because it's the weekend and SE are closed so you're on the forum not looking for a solution but to prove how right you are whenever someone tries to help you.

You're account may have been compromised, I don't care whether you think that isn't so, just because you are tech savvy does not prevent a hacker from gaining access to your account. The first thing to do is change your password, then if you can, add the software token to your account - after all it's not going to harm you're account, only add an extra layer of protection to your account.

Next, contact SE to sort out getting your account recovered.

If, you still don't want to listen and take any ones advice go and buy that xbox 360 game that you're thinking of buying, play it and stop wasting people's time....

Quote:

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Originally Posted by Talihina

Amen! I changed my password about 20 times, and alas, still suspended. It said most suspensions are lifted after at MOST 72 hours, so I'm wondering if it will actually be lifted without me doing anything or if it's just another broken feature. I'm leaning towards the latter again.

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Oh, where does it say 72 hours? I have dug and dug looking for answers and haven't seen that so it would be nice to have a little confirmation on that to have at least a little hope. In the end though, even with confirmation I would almost say it's just another broken system.

Quote:

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Originally Posted by JowyAvilon

Oh, where does it say 72 hours? I have dug and dug looking for answers and haven't seen that so it would be nice to have a little confirmation on that to have at least a little hope. In the end though, even with confirmation I would almost say it's just another broken system.

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http://support.na.square-enix.com/fa...8&id=5382&la=1

I misread, it said 72 hour MINIMUM suspension, not maximum. Sigh. Guess I'll be queuing for chat support early AM tomorrow.

Quote:

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Originally Posted by Talihina

http://support.na.square-enix.com/fa...8&id=5382&la=1

I misread, it said 72 hour MINIMUM suspension, not maximum. Sigh. Guess I'll be queuing for chat support early AM tomorrow.

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Yeah, my GF is going to call phone support as soon as they open in the morning. Also, from that link you sent me they also get you with this under the 72 hr suspension rule "These types of suspension are usually issued to players committing the most severe policy violations. Additionally, accounts that are dealt a 72 hour suspension will be investigated and considered for termination. In these cases, the suspension remains in place until the completion of the investigation, even if this exceeds the 72-hour period."

Quote:

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Originally Posted by JowyAvilon

Yeah, my GF is going to call phone support as soon as they open in the morning. Also, from that link you sent me they also get you with this under the 72 hr suspension rule "These types of suspension are usually issued to players committing the most severe policy violations. Additionally, accounts that are dealt a 72 hour suspension will be investigated and considered for termination. In these cases, the suspension remains in place until the completion of the investigation, even if this exceeds the 72-hour period."

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Sigh, SE needs to get their shit together. I'm really hoping to see a security update or at least SOMETHING addressing this problem this week.

Quote:

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Originally Posted by Talihina

Sigh, SE needs to get their shit together. I'm really hoping to see a security update or at least SOMETHING addressing this problem this week.

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Yeah, i agree they need to get it together but the game has been out for a month now, I don't see them getting it together any time soon which is sad cause ignoring the problems it really is a good game just bogged down by poor customer support like this.

Quote:

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Originally Posted by JowyAvilon

Yeah, i agree they need to get it together but the game has been out for a month now, I don't see them getting it together any time soon which is sad cause ignoring the problems it really is a good game just bogged down by poor customer support like this.

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They're digging themselves into a hole from what I can see.

All these RMT/botters are now turning to exploiting some sort of security flaw to gain access to other people's accounts. Until they sort out which accounts were compromised and which accounts were created solely for the use of RMT/botting, we're going to see RMT/Botters for a loooong time..

Quote:

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Originally Posted by Talihina

They're digging themselves into a hole from what I can see.

All these RMT/botters are now turning to exploiting some sort of security flaw to gain access to other people's accounts. Until they sort out which accounts were compromised and which accounts were created solely for the use of RMT/botting, we're going to see RMT/Botters for a loooong time..

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All we want is just my GF's account back because in the end this is inconveniencing two people, not just one, because the character I have been playing and WANT to play is leveling with my girlfriend so I can't do it without her, so just grrrr.

Quote:

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Originally Posted by JowyAvilon

All we want is just my GF's account back because in the end this is inconveniencing two people, not just one, because the character I have been playing and WANT to play is leveling with my girlfriend so I can't do it without her, so just grrrr.

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I'm in the same boat. My boyfriend doesn't want to play because he doesn't want to outlevel me.

I hate to break it to you but you are stuck for a while, same exact thing happened to me. You need to call SE, they will escalate your claim at which point they estimate two weeks before account being unsuspended.

It's happened to hundreds if of thousands of people, you're not special.

Quote:

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Originally Posted by Spoolx

I hate to break it to you but you are stuck for a while, same exact thing happened to me. You need to call SE, they will escalate your claim at which point they estimate two weeks before account being unsuspended.

It's happened to hundreds if of thousands of people, you're not special.

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You can take your attitude and shove it for one, plain and simple, no one here was saying we were special, the reason we're here is because of the support, or lack there of of Square Enix, we didn't claim we were special in anyway and deserved to be treated faster, go troll elsewhere kiddo.

Less QQ more pew pew

Wow another silly poster if you would have read any of the post you would have gotten the idea that hmmmm I did!

Quote:

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Originally Posted by Spoolx

Less QQ more pew pew

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More pew pew would be nice, if square would step up their support to get people their accounts back.

To you know who, bite me and go back under your bridge troll......as I am reading it seems that others are in the same boat no matter the reason and if you know how to read any post I responded to all I stated was I did none of the things they said would have to be done to get my account hacked and the only time I responded to the tech savvy part beside the first post was when someone brought it up or in reference of having a security issue on my end lets see maybe if I spell it nice and slow... N o c o n t a c t w i t h R.M.T. , n o g o i n g t o a n y o u t s i d e w e b s i t e, p a s s w o r d i s l o n g a n d r a n d o m (I have smart young kids who find it funny to figure out my passwords). So there in it self makes what happen to me strange tell me how mr smart guy that they have no way of putting a key logger on my CPU nor can if they had the ability use a password from any other web site I use since they are each different. Now this is a tantrum you ignorant little troll because I like getting under your skin and will do so till I can post se response when I get done with the matter so either grow up or go some where else because ever time you post ignorance I am going to give it back to you. By the way here is a tissue wipe your nose!

Quote:

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Originally Posted by Spoolx

Less QQ more pew pew

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How if people are screwed over their account??
Let the "QQ" continue.

Quote:

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Originally Posted by Dark_Bard_Raven

To you know who, bite me and go back under your bridge troll......as I am reading it seems that others are in the same boat no matter the reason and if you know how to read any post I responded to all I stated was I did none of the things they said would have to be done to get my account hacked and the only time I responded to the tech savvy part beside the first post was when someone brought it up or in reference of having a security issue on my end lets see maybe if I spell it nice and slow... N o c o n t a c t w i t h R.M.T. , n o g o i n g t o a n y o u t s i d e w e b s i t e, p a s s w o r d i s l o n g a n d r a n d o m (I have smart young kids who find it funny to figure out my passwords). So there in it self makes what happen to me strange tell me how mr smart guy that they have no way of putting a key logger on my CPU nor can if they had the ability use a password from any other web site I use since they are each different. Now this is a tantrum you ignorant little troll because I like getting under your skin and will do so till I can post se response when I get done with the matter so either grow up or go some where else because ever time you post ignorance I am going to give it back to you. By the way here is a tissue wipe your nose!

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ROFLMAO, Thank you for this, you gave me such a laugh :D this is exactly what I was talking about, and I think the only troll here is you. I don't care whether you think you are above being hacked, that is likely what has happened here. Ask the thousands of people that have had their accounts suspended because they have had their account compromised. Not one of them has acted like the little baby you have, throwing their dummy out of the pram. People have given you advice and you are refusing to take it because you have some deluded belief that you are superior to everyone else here. So, unless you're a hacker that's QQing because they got their account suspended and won't stop throwing a paddy until you get your account back, I'd shut up and take people's advice. BTW, if you're expecting a personal response from SE here you're going to be sadly mistaken, you're not any more special to the thousands of people that this has happened to, the only difference is, they've taken people's advice from theses forums, you HAVEN'T and it makes me laugh to see your responses. Move along now... Nothing more to see.... :p

My account was hacked and I only access the game through the ps3 , no computer for forums or anything. Like I said, the OP isn't special.

Something you might want to keep in mind, is that someone can compromise your account without getting your password.
They only need to get control of the email account that SE has on file for you. Some of which are notorious for getting compromised. I personally have an email account that has only ever been given out to SE. Never list your SE email account on another MMO or gaming sight.

As far as the anger over the hackings and the response from SE, I can understand the feeling. I lost everything on my FFXI account 5 years in, and it sucked. However I still think if it takes a week or 2 to get an account back, that's not necessarily a bad thing.

Try to think of it this way. The majority of people, if hacked, are in total denial, and will just do a password change and log back in. This person will be repeatedly hacked and it's just not worth it to SE to spend the resources on those who won't take responsibility for security. There is also a huge opportunity for abuse. An LS mate on ffxi "hacked" himself 4 times to double his gil each time. Not hard to do if it's quick and easy to get your account back.

What I'd suggest you do over the next couple weeks that it takes to get your account back is, first follow the support systems (tickets, phone calls, online chats, whatever is available.) Second do a complete security sweep of your PC and also make sure you have never used the login and password for ff14 for any other purpose. Third secure your SE email account. Make sure someone can't just use it to get a password reset. And last grab a security token for added peace of mind. If the rest was followed you shouldn't need it but it's an extra layer of protection.

If none of this applies, there's only a couple possibilities. Either There's been a huge security breech at SE and there's a conspiracy to cover it up, or the RMT over in Chengdu have a super secret hack button that cuts through SE security and leaves no trace. In either case you'll know that this game isn't worth your time since it's insecure and you can move on.

Quote:

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Originally Posted by Spoolx

My account was hacked and I only access the game through the ps3 , no computer for forums or anything. Like I said, the OP isn't special.

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What did you use to log on the forum?

Quote:

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Originally Posted by lordjoosie

Something you might want to keep in mind, is that someone can compromise your account without getting your password.
They only need to get control of the email account that SE has on file for you. Some of which are notorious for getting compromised. I personally have an email account that has only ever been given out to SE. Never list your SE email account on another MMO or gaming sight.

As far as the anger over the hackings and the response from SE, I can understand the feeling. I lost everything on my FFXI account 5 years in, and it sucked. However I still think if it takes a week or 2 to get an account back, that's not necessarily a bad thing.

Try to think of it this way. The majority of people, if hacked, are in total denial, and will just do a password change and log back in. This person will be repeatedly hacked and it's just not worth it to SE to spend the resources on those who won't take responsibility for security. There is also a huge opportunity for abuse. An LS mate on ffxi "hacked" himself 4 times to double his gil each time. Not hard to do if it's quick and easy to get your account back.

What I'd suggest you do over the next couple weeks that it takes to get your account back is, first follow the support systems (tickets, phone calls, online chats, whatever is available.) Second do a complete security sweep of your PC and also make sure you have never used the login and password for ff14 for any other purpose. Third secure your SE email account. Make sure someone can't just use it to get a password reset. And last grab a security token for added peace of mind. If the rest was followed you shouldn't need it but it's an extra layer of protection.

If none of this applies, there's only a couple possibilities. Either There's been a huge security breech at SE and there's a conspiracy to cover it up, or the RMT over in Chengdu have a super secret hack button that cuts through SE security and leaves no trace. In either case you'll know that this game isn't worth your time since it's insecure and you can move on.

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I think that if SE had a security issue everyone would have stopped playing by now.
Probably they are hacking email systems. Once you get control of the email it's really simple to get a new password.
If hacked people are using gmail, they could check any login activity pressing "Details" in the bottom right. Other email systems may have the same function.

Quote:

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Originally Posted by Dark_Bard_Raven

I build my own servers as well as C.P.U.s minus the Laptop because I do not want to waste the time when I can get a nice HP cheap

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You build your own "Central Processing Units"? For a self proclaimed "Tech" im surprised u miss-use the abbreviation for one component .

Quote:

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Originally Posted by Aydem

you dont have to look for the cause at your side, this clearly is a SE security breach they just dont wanna admit it

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Same for me. Disconnected some days ago at 2.30 AM, at 21 pm, after work, i go back home, login and ta-dan! account suspended.
I didn't know what was the problem and i contacted support so they opened an investigation ticket.

2 days ago my friend sent me a screenshot of my character shouting people for selling gold.

I recontacted support and ask them if i can attach the screenshot to the investigation ticket. Answer: "no you need to wait our email from japan" (so what kind of support is this???)

Good game Square Enix! I'm 25 years old and this is THE FIRST TIME IN MY LIFE that someone hacked 1 of my passwords and now i'm waiting for an answer from support center situated in Japan. (chat support just open tickets and dont resolve anithing)

I was a proud member of this game, when all was crying about server problems i was saying "it's normal they have problems but they have care of their customers just wait, we will play soon togheter on the same server!"

But now i changed my idea. Square Enix doesn't have care of their customers. SE only needs our money.

Maybe if support will answer me in this week i can go back to play (closing an eye for this time) but i listened people saying "square anix answered my ticket after 30 days".

In this case i say byebye to all of you guys :(

Quote:

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Originally Posted by ZohnoReecho

What did you use to log on the forum?

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The PS3 has a browser, albeit a terrible one, but one nonetheless! could be they're using that to access the forums or their phones, or even a tablet :)

Quote:

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Originally Posted by Talihina

Quote:

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you dont have to look for the cause at your side, this clearly is a SE security breach they just dont wanna admit it

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God forbid we'll even hear a peep about it.

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Yes, God forbid SE even make mention of it:

Quote:

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09/10/2013 4:15 AM
[Important] Warning Concerning the Security of Your Account
Currently, we have confirmed that a third party is using account names and passwords, thought to be obtained from security breaches of other companys' online services, in attempts to gain unauthorized access to Square Enix accounts.

If you are using the same account name or password as your Square Enix account on other online services, there is a much greater chance that a security breach at any of the other online services could potentially lead to your Square Enix account being compromised.

Additionally, even if you are not using the same account name or password across multiple accounts, if you use repeated strings of character, phone numbers, birthdates, or other information that may be tied to your identity, this may make it possible for individuals to access your account simply by guessing its password.

Therefore, if you are using the same account name or password for your Square Enix account as for your other online accounts, or are using a password that might be easily guessed, we ask that you change your password immediately by going to the following page:

https://secure.square-enix.com/account/app/svc/reminder

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

Please visit the following link for more information about login restrictions.

http://support.na.square-enix.com/j/lbna

To further strengthen the security of your Square Enix account, we highly recommend using a Square Enix Security Token to act as an extra layer of protection against unauthorized access.

A free, downloadable smartphone app is available at the following locations:

Google Play: https://play.google.com/store/apps/d...software_token

Itunes: https://itunes.apple.com/us/app/squa...617970570?mt=8

Physical security tokens are also available for purchase here:

http://www.square-enix.com/na/account/otp/

Should instances of compromised accounts rise in future, there is the possibility we will perform a compulsory password reset across all Square Enix accounts.

We kindly ask for your cooperation in helping us better safeguard your personal information and account information. 

---

I mean, it's not like we were given a warning, right?

Quote:

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09/06/2013 1:30 PM
[Important] Improving the Security of Your Account
Recently we have seen a rise in reports of player accounts being compromised. In order to better safeguard your account's security, please take a moment to review the following tips:

- Avoid sharing account passwords across multiple online services Please note that if you use the same account name or password as your Square Enix account on other online services, a security breach at any of the other online services could potentially lead to your Square Enix account being compromised.

- Use complex passwords that are resistant to guessing If you use repeated strings of characters, phone numbers, birth dates, or other information that may be tied to your identity, this may make it possible for individuals to access your account simply by guessing its password.

- Change your password
If your current password does not adhere to the guidelines listed above, or if you believe that there is any possibility of your password having been compromised, we recommend that you change your password by going to the following page:

https://secure.square-enix.com/accou.../svc/reminder?

- Add extra security to your account with a Security Token or Software Token

To further strengthen the security of your Square Enix account, we highly recommend using a Square Enix Security Token or Software Token to act as an extra layer of protection against unauthorized access.

A free, downloadable smartphone app is available at the following locations:

Google Play: https://play.google.com/store/apps/d...software_token

Itunes: https://itunes.apple.com/us/app/squa...617970570?mt=8

Physical security tokens are also available for purchase here:
http://www.square-enix.com/na/account/otp/

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

Please visit the following link for more information about login restrictions.
http://support.na.square-enix.com/j/lbna

We kindly ask for your cooperation in helping us better safeguard your personal information and account information.

---

I must be the only one that checks the notices

To the OP, not sure if this is related to your particular issue, but I hope it helps:

Quote:

---

Important Notice to All Software Token Users (Sep. 18)
This is a notice to all customers who use a Square Enix Software Token (Software Token).

If you are using a Software Token on your smartphone and decide to switch to a new phone, or you have deleted your Software Token application, you will need to use your Software Token’s Emergency Removal Password to remove your Software Token from the old device, after which you must re-register the token to your new device. If you are planning on switching phones or deleting the application, please be sure you have your Emergency Removal Password at hand first.

*In the case you cannot perform an emergency removal of the Software Token, you will no longer be able to log in to or use the various services related to your applicable Square Enix account.

How to confirm your Software Token Emergency Removal Password

(1) Log in to the Square Enix Account Management System.

Square Enix Account Management System:
http://sqex.to/KeD

(2) After you have logged into the Square Enix Account Management System, your Emergency Removal Password will be displayed under “Token Usage Status” below the “Square Enix Account Information” section at the right side of the screen.

*The Emergency Removal Password is a one-time password that changes after each use. After you have used it, you must log into the Square Enix Account Management System again to obtain your new one-time Emergency Removal Password.

Before you switch phones or delete the application, please be sure to follow the above steps to confirm and store your Emergency Removal Password in a safe place. After you have switched phones or deleted your application, this password will be necessary to perform the Emergency Removal of the Software Token registered to your old device.

How to perform an emergency removal of your Software Token

(1) Go to the Software Token Emergency Removal page and enter your Square Enix ID and password and your Emergency Removal Password.

Software Token Emergency Removal page:
http://sqex.to/GPE

(2) An email containing the Software Token removal URL will be sent to the email address registered to your Square Enix account.

(3) Click on the URL to remove your Software Token.
* Note that the URL will expire after 60 minutes. Please be sure to click on it and complete the removal of your Software Token before it expires.

How to Re-register your Software Token
* You may also review the steps for re-registering your Software Token in the page below.
http://www.square-enix.com/na/account/otp/token.html

(1) Log into the Square Enix Account Management System with the Square Enix account you wish to register your Software Token to.

Square Enix Account Management System:
http://sqex.to/GPE

(2) Open the “One-Time Password” page found below the “Services and Options” category.

(3) Select “Configure Software Token Application” at the bottom of the page and choose “Software Token Registration.”

(4) Select either “Software Token for iPhone and iPod touch” or “Software Token for Android” depending on the type of operating system installed on your device.
(You will be taken to the AppStore or GooglePlay website according to your selection.)

* Please do not close the Square Enix Account Management System window as you will need to come back to it later.
* Once your application finishes downloading, please return to the Square Enix Account Management System window and continue with the steps below.

(5) Click on “Next” in the “Software Token Registration” page.

(6) Carefully review the terms of use and click on “Agree to Agreement and Send Confirmation Mail.”

(7) A registration password will be sent to the email address registered to your Square Enix account.

(8) Launch the application after it has been installed, choose your language, and then enter your Square Enix ID, registered date of birth, and the registration password that was sent to you. This will complete the Software Token registration.

* Please be aware that the Software Token registration cannot be completed until you enter your Square Enix ID, date of birth, and registration password into the application.
* The registration password will expire after 60 minutes. If your password expires, you must restart the re-registration process from step 1.
* The “Registration Password” refers to the password that is sent to the email address registered to your Square Enix account in step 7. Please use caution as it is not the same as your Square Enix account password.

If you have lost your Emergency Removal Password or are unable to perform the emergency removal of the Software Token yourself, the Support Center will be able to remove it for you once account ownership is verified. Please review the FAQ below for further details.

How do I remove the Square Enix Security Token from my account?
http://sqex.to/mVZ

If you have any questions or concerns regarding the steps described in this announcement, please contact the Square Enix Support Center.

Square Enix Support Center
http://support.na.square-enix.com/

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Quote:

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Originally Posted by Dark_Bard_Raven

So I log off last night at about 1:30 am and wake up at 10:00 am today to find out my account has been suspended. One I do not talk in shout chat a lot so there is no way I offended any one. Two I have no contact with R.M.T. they get black listed as soon as they pop up on my screen. Three I am a computer tech so no I do not visit weird web sites......I have not even surfed the net since the start of the game (not counting checking my money and bills ) so the chances someone hacked my account in the few hours I was not on is very very small. I would like to know what the heck you did to my account S.E. there is no need for this issue with honest folk. Then have no way what so ever to contact any one real until Monday. I have spent way to much time on this game to start over ( one dow at 50, one dol at 50, the other two dol almost done, and all my doh above 15 ). This is just mind blowing and if this does not get fixed I will not be coming back and will be canceling my wifes account and both of my boys accounts. Plus I have a gaming community of about 50 plus I play with that I can promise (this is a strong word here because I know it will happen) will cancel there accounts as well........because we are a tight nit group. This is unacceptable.

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You and me are in the same boat my friend. 1st off i do not support or take any part in RMTs. I bought the game to play it the way it was ment to be played. I BL and report all gold spammers i come across in hopes to rid them from the servers and make room for real players. But like you, i signed off the other nite and woke up the next day saying my account was suspended. A few hrs later i got an email saying my account is suspended becuz of RMTs. So i created a ticket and called them, and they put in a request for my account to be reactivated or whatever, and that was on the 18th and i still have not heard anything back yet. Though my ticket now shows as "closed"

Hopefully they do something about this soon. An hope to see you all back in playing even sooner.

Quote:

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Originally Posted by Matsume

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

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This. This part is what's bugging me. I never got an email, no do I have an option to un suspend my account.
I have no idea what they're doing, tbh.

Quote:

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Originally Posted by Talihina

This. This part is what's bugging me. I never got an email, no do I have an option to un suspend my account.
I have no idea what they're doing, tbh.

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Yeah, you're in the boat with everyone else. Unless someone has actually had their account suspended you have no idea how terrible their customer service is right now.

It's one thing to visit the forums and comment on how issues are supposed to be handled on SE's side and wonder why we're all complaining. It's another to get suspended and spend hours writing tickets, waiting on live chat or the phone support for 2+ hours each time. Only to be told, again, that there is nothing they can do. And there is no eta for when your account will be restored, if at all.

And then finally get an email response! Yay! Which turns out only to be an automated message from your very first ticket 5+ days ago that is only telling you to use live chat or phone support because their email ticketing system is useless. Except you already did that all....four days ago.

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

I have never heard of SE actually following this procedure from anyone who's been suspended on the forums. So if you were lucky enough to receive this email and get to reset your account, consider yourself one of the lucky 10% that got the response they were supposed to receive.

Quote:

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Originally Posted by Cirsce

Yeah, you're in the boat with everyone else. Unless someone has actually had their account suspended you have no idea how terrible their customer service is right now.

It's one thing to visit the forums and comment on how issues are supposed to be handled on SE's side and wonder why we're all complaining. It's another to get suspended and spend hours writing tickets, waiting on live chat or the phone support for 2+ hours each time. Only to be told, again, that there is nothing they can do. And there is no eta for when your account will be restored, if at all.

And then finally get an email response! Yay! Which turns out only to be an automated message from your very first ticket 5+ days ago that is only telling you to use live chat or phone support because their email ticketing system is useless. Except you already did that all....four days ago.

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

I have never heard of SE actually following this procedure from anyone who's been suspended on the forums. So if you were lucky enough to receive this email and get to reset your account, consider yourself one of the lucky 10% that got the response they were supposed to receive.

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Like everyone else here, my girlfriend never received that email, as i mentioned previous, only reason we even found out something was wrong was when she tried to log in and got told nope essentially then went to mogstation wondering what was up and saw the account was suspended. Even after following the support forums and links provided there to reset the password to restore access, her account is still locked which is the problem, Square isn't following their own procedure that's clearly written out. She's on the phone now waiting on an agent from phone support, been waiting for nearly 2 hours now and we know from everything we've read here and elsewhere that she's gonna be told at most the issue will be "escalated"

Same thing has happened to me. Not play last week, tried to log in today and my account is suspended. This is a disgrace. I hope I will be getting plenty of free playtime for such shabby service.

To you know who bite me.....to the person with the C.P.U. comment many people refer to there computer as a C.P.U. for short so eh who cares. As for the people that matter I just got of the phone with support the response was that my account was flagged for investigation of R.M.T. I intern started to ask a few question,one does it look like anything on my account was tampered with? No I was lucky to get a service rep that does not mind looking into things no extra avatars where added to my account and by there server time stamps I was not logged in to the game any time after I originally logged out. Why was I suspended then? Flags can happen for numerous reasons. Player submitted reports of suspicious activity......What where you doing in game the laste few days? Harvest grinding for the past few days then heavy crafting Sunday. Sir that may be the reason there. Many of the R.M.T. Account we have deleted over the last few weeks have been accounts seeing heavy crafting to fund R.M.T.. What I can do is take your information and push your investigation thru. How long? If there is no sign of shady dealings or contact with R.M.T. it can be as little as a few days granted this part of the investigation is handled by a seperate group of people so it may take longer. So your saying someone could have reported me? Yes and if you where sent a message from a in game investigator and missed it you would have been suspended till investigated. Hahahahaha yeah that could have happened I cover my chat window when I do not want to be bothered.

This is the gist of the conversation it sucks but on the plus side it shows they are working on the R.M.T. problem so I can deal with that if it cuts down on the wall of text on the chat bar. Now it is just a waiting game luckily it seems no one was actually on my account changed the password just in case though.

So, now are you going to change your password and get the software/physical token for added security? Or are you still going to ignore people's advice because you don't need to do all this? Cos all I can say, if you don't do what people have advised then you'll be finding yourself in the same boat once your account is returned to you, IF it gets returned to you that is... I have heard tell that some aren't even going to get their accounts back and have to buy a new account, I just only hope that isn't the case for you, no matter how childish you've been, I just hope you take peoples advice and CHANGE your password and get the security token added to your account ASAP!

So in news, GF waiting on the phone for nearly 2 hours, then while in the middle of the automated message, it randomly hangs up -.- wtf Square Enix. Do you WANT to lose your customer base and scare off others from even wanting to play?

question: did you completely close the client when you logged out?

So update. My girlfriend finally got through to them. He said the best they could do after getting a lot of information from her was an open an investigation which has no eta on how long it could take and there isn't a 100% guarentee she will get the account back. This is total BS and I know it doesn't bother them any, but I am sure others will follow suit, if they don't give her account back, they're losing in total 4 more customers.

Quote:

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Originally Posted by JowyAvilon

So update. My girlfriend finally got through to them. He said the best they could do after getting a lot of information from her was an open an investigation which has no eta on how long it could take and there isn't a 100% guarentee she will get the account back. This is total BS and I know it doesn't bother them any, but I am sure others will follow suit, if they don't give her account back, they're losing in total 4 more customers.

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Unfortunately it's the sad truth and I've heard a lot of people on the forums say that they aren't going to get their accounts back :( Not sure why SE are doing this, and in fact, this is the first company that I've heard of that won't reinstate hacked accounts back to their rightful owners. It's shocking as most MMOs I've played the worst they do is tell you that you don't get any items that were stolen back, but they've always reinstated the accounts to their owners!

Quote:

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Originally Posted by Jessikia

Unfortunately it's the sad truth and I've heard a lot of people on the forums say that they aren't going to get their accounts back :( Not sure why SE are doing this, and in fact, this is the first company that I've heard of that won't reinstate hacked accounts back to their rightful owners. It's shocking as most MMOs I've played the worst they do is tell you that you don't get any items that were stolen back, but they've always reinstated the accounts to their owners!

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Exactly, I mean, say what you want about World of Warcraft, I have to admit, Blizzard customer service and support has always been top notch, at least for me. I was on the hacking end of my account in WoW and got it back the following morning with little hassle after i verified i was in fact the rightful owner of the account, problem solved. This, this is just atrocious and Square is going to lose a LOT of people and turn new people from wanting to play it because of their customer service and support.