COVID-19 Update: Temporary Closure of Customer Support (Mar. 20)

We have been monitoring the situation surrounding COVID-19 carefully, increasing our safety procedures and protocols, and reducing our operations to help limit the spread of the virus while continuing to assist our customers.

Due to recent orders issued by the County of Los Angeles and State of California, customer support will be temporarily closing.

Due to these precautionary measures, we have decided to temporarily close phone and chat support until further notice. In-game and email support will be available but please understand that there may be a delay in response. While we understand that this will be an inconvenience to our customers, please rest assured that our teams have plans in place to resume customer support and service as soon as possible.

In the meantime, we recommend that you please keep checking the FINAL FANTASY XIV Lodestone for all the latest news and announcements.

We sincerely apologize for the inconvenience but we thank you for your continued support and understanding.

Update on Temporary Support Closures

Thanks to the hard work of several teams throughout our organization, we have increased the number of staff that are able to work from home in order to expand our customer support in North America. This should restore some support avenues that were temporarily unavailable, reduce the delays in receiving support, and ensure that the support teams are minimally impacted by these disruptions.

Available Support:
Support Center Email Correspondence
In-Game Support Helpdesk Correspondence

Temporarily Unavailable Support:
Support Center Live Chat
Support Center Phone Calls
In-Game Game Master (GM) Contacts

We appreciate your patience and understanding during this time as we continue to work to improve the level of support we offer. We will continue to update you as the situation develops.

Update on Temporary Support Closures

We are pleased to report that the in-game Game Master (GM) service is available once more.
Our next focus is on restoring live support options via the Support Center.

Available Support:
Support Center Email Correspondence
In-Game Support Desk Correspondence
In-Game Game Master (GM) Contacts (Updated)

Temporarily Unavailable Support:
Support Center Live Chat
Support Center Phone Calls

We appreciate your patience and understanding as we work to increase the avenues of support and we will continue to update you as the situation develops.

Update on Temporary Support Closures

We are pleased to report that the Support Center live chat service will be available starting Monday, July 6 at 9:00 a.m. (PDT).

Live chat support will be available Monday through Friday from 9:00 a.m. to 6:00 p.m. (PDT).
Our next focus is on restoring the Support Center phone support.

Available Support:
Support Center Email Correspondence
In-Game Support Desk Correspondence
In-Game Game Master (GM) Contacts
Support Center Live Chat (Updated)

Temporarily Unavailable Support:
Support Center Phone Calls

Please note that while we will be closely monitoring the stability of the chat service, there may be intermittent issues as our staff continues to work remotely.

We appreciate your patience and understanding as we work to increase the avenues of support and we will continue to update you as the situation develops.

We are pleased to report that the Support Center live phone support service will resume starting Thursday, September 10 at 9:00 a.m. (PDT). This addition means that all previously available support avenues have been restored.

Live phone support will be available Monday through Friday from 9:00 a.m. to 6:00 p.m. (PDT).

Available Support:
Support Center Email Correspondence
In-Game Support Desk Correspondence
In-Game Game Master (GM) Contacts
Support Center Live Chat
Support Center Phone Calls (Updated)

We will be monitoring the stability of the phone service, but there may be intermittent issues as our staff continues to work remotely and we adapt to the new tools that enabled us to resume support. To ensure phone support quality, we may ask for brief feedback related to the quality and clarity of the phone call. Your feedback would be appreciated.

We appreciate your patience and understanding as we have worked to restore live support methods.