Help With Account - Password reset but still wrong?

UPDATE: Okay so now his original password (from yesterday) magically works..?? I don't understand what's going on but I would like to know how it is possible to have two accounts linked to one email (even though one is not registered) and how to remove the non-registered one because now he can't even reset his own password if needed.

Please if there is anyone who can help I'd greatly appreciate it!!!

So here's the issue:
My husband was logged on yesterday evening so of course he knew his proper log in. (No Caps is NOT on, copy-paste doesn't even work)
When trying to log in today it keeps telling him the information is wrong..okay.
So we decide for safety we will reset the password, which we did so we DEFINITELY know it's right. We have done this twice. Neither time has it worked, it keeps saying incorrect and eventually puts a timer on us. Now when logging into the mogstation using the email it is showing a completely different account/name which isn't even registered in game. This isn't right. Under that very same email he has emails from all of his subscriptions/mogstation purchases, the last being November 29th 2017, a sub renewal. We have emailed support but who knows how long it will take to get a reply, or even if they will reply to what we actually need.

Has anyone had this issue? What can we do to get him back in game and playing..we've put a LOT of time (years even) and money into this game and we do not want to start all over...

TL;DR - Password reset but still saying wrong, know information is right, know email is right but not showing proper.

I wish I knew for sure what was going on, but it kind of reminds me of how a square enix account is completely separate from a FFXIV account.

I'm guessing this isnt your issue if you were resetting your password through the mog station, but it sounds like a similar issue. They tried to resolve this confusion by separating FFXIV account stuff into its own system and calling that the Mog Station, but I'm not entirely sure that worked as well as they hoped.

Sounds like you are gonna have to call SE directly.

Are you using the authentication "one time use" password/key?

And you sure your not confusing accounts?

https://support.na.square-enix.com/c...p?id=5382&la=1

Can try live chat: Chat Support is available Monday through Friday 9:00 - 18:00 (Pacific Time) (Excluding holidays)

Use the above link, fill out the fields and select next to indicate the listed topics do not help you. You'll be shown the option to open live chat.

I had a similar issue. Turned out while the emails were 'the same', one started with a capital.

My sister and I have had the same problem a few times.
Go to log into the mog station, password is wrong (no idea how). Reset the password. Password still wrong. Reset the password again. Password incorrect. Reset again. Password works.
Go to log into SE store. Password incorrect. Reset password. Password incorrect. Reset password. Password works.

There was one night I was stuck for an hour trying to log in and my sister had to create an entirely new account with an entirely brand new e-mail address /just/ so she could play. Luckily, the character she had was only like lvl 1 or something but it was still very frustrating for her.

The only time I've had a worse issue with a similar situation was trying to cancel an Xbox live membership and needing to reset the password because I'd forgotten it.