[EU] Mail/Web Chat Support Technical Difficulties (Apr. 24)

Due to network issues, we are currently experiencing technical difficulties in which we cannot provide support via mail/web chat.

The issue is currently being investigated and addressed; however, it has become clear there may be an extended amount of time until recovery. For this reason, we are temporarily halting all email and web chat support through the Support Centre for the time being.

Please note that for the duration until recovery, we have set up a temporary phone support line for any urgent concerns you may have.

¦Temporary Phone Support Line – (+44) 0870 600 0182 open 8:00 a.m. to 17:00 p.m.
*This temporary phone support line will be available on Saturday 26th and Sunday 27th Apr. from 9:00 to 3:00 (GMT) in English only.

*Because we anticipate a high volume of calls on phone, for any non-urgent matters we kindly ask that you wait and instead contact us through the Support Centre once full recovery has been achieved.

In addition, investigations have revealed that we are not able to receive the following types of inquiries at this time:

- Replies to mails previously sent by the Support Centre
- Inquiries via direct email
- Official documentation images sent to the Support Centre

If you have sent an inquiry Apr. 22, 2014 6:00 a.m. or later and have not yet received a response from Support, we apologize for the inconvenience but we ask that you please submit your inquiry once again after recovery.

Please note that in-game Support Desk functions may be used as normal.

We apologise for any inconvenience this may cause and thank you for your understanding.

Due to the network issues previously announced, we are again temporarily halting GM support as well as Support Centre handling of account and payment-related inquiries.

We will continue to investigate and address the situation to try to achieve recovery as soon as possible.
We will keep you updated when any new information becomes available.

We apologise for any inconvenience and thank you for your patience and understanding.

We have resumed customer support for account and billing matters received through GM calls and the Square Enix Support Centre, which were temporarily unavailable due to problems with our network.

However, please note that the option to send emails via the Support Centre or using chat will remain unavailable until further notice.

We will update you as soon as the situation changes and apologise once again for any inconvenience caused.

Thank you for your ongoing patience.

During the following time, we experienced technical difficulties wherein we were unable to provide customer support via mail/web chat. However, we are happy to announce that the issue has been resolved as of May 7, 2014 at 10:00 (GMT) and we have resumed support via mail/web chat.

■SQUARE ENIX Support Center
http://support.eu.square-enix.com/main.php?id=5383&la=2

* We may initially require some additional time to respond to your inquiry due to the vast number of contacts. We ask for your patience as we handle the contacts in order.

* Certain email inquiries that were received during the issue may have been lost. If you have not received a response from the support team, we ask that you please re-submit your inquiry at your earliest convenience.

* The in-game support desk is functioning as normal.

We deeply apologise for any inconvenience this may have caused over an extended period of time.