Character appearance changed incorrectly

I saw a new post on the FFXIV launcher that mentioned people had a difficult time changing the appearance and/or character name of their character(s). My question is how does one become eligible for this free remake?

My problem was I was mid character recreation when my computer had gone through a reset due to a Windows Update. When I was able to re-log into FFXIV to the character selection screen, it would not let me further edit my character... It kept some "unwanted" changes; things I was just experimenting with to see how it'd look (since I was unable to load benchmark character settings.)

Basically I just want to know how does one qualify for this remake. :x And hopefully this is something that'd go into Technical Support. I apologize if it is now.