Free trial login help?

Hello,

A friend of mine who had previously played a bit on the free trial recently decided to try the free trial again, but ran into some problems when trying to log in.

As far as I can tell, they accessed the game via the free trial page on the PS4 store (which I think is what you're meant to do to log into the free trial?), but when trying to log in, they got the following message:

"You could not log in because the service account in question is not registered.
If you would like to log in to the service, please log into the Square Enix Account Management System and register the service account."

I checked on the Lodestone and their character data still seems to be there, so I don't think they deleted their service account or the like. I also don't think they've bought the game/changed their account type (which would render them ineligible for the free trial). Is it possible they were trying to log into the wrong place, or trying to log in using the wrong account? (I think it's the case that your Square Enix account (and then your FF14 service account) is separate from both your Mogstation account and your PS4 account, and then there's also a free trial account...? One of them presumably worked at some point in time, at least).

I'm not too familiar with how things work on PS4/how the free trial works in terms of what accounts are necessary to play it, so I'm afraid my own understanding of what process they might have followed when trying to log in is somewhat limited, but that seems to be the general gist of things there.

Apologies for only being able to provide second-hand details (and I hope this is the correct forum for this sort of question...), but it would be great if someone was able to help out! Even just some direction on what might be the issue there would be be helpful :).

Good afternoon and thank you for posting in the Final Fantasy XIV Technical Support Forums.

We apologize for any inconvenience that has occurred when playing Final Fantasy XIV. Unfortunately, your friend would need to contact the SQUARE ENIX Support Center directly for assistance.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

No worries! I'll let them know.

For future reference, would it be possible to know what accounts are needed/are in play when signing up for the free trial (presumably a Square Enix account and a PS4 account for PS4 players, at least)...? It would be good to know in the event anyone else I know runs into the same problem.

Thanks either way/thanks for taking the time to reply anyway!

Thank you for posting in the Final Fantasy XIV Technical Support Forums.

This thread will now be moved to 'Closed Concerns.' If anyone is still having this particular problem, please create a new thread and we will assist you in any way we can. Please note, in order to purchase/download games onto a PlayStation 4, an SEN/PSN Account will be required. To play FINAL FANTASY XIV, a SQUARE ENIX account is required.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.