Fed up with account/password BS

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04-09-2014, 02:49 PM
Castillan

Fed up with account/password BS

I just want to be able to play the game. That's all I want. I paid for it.

Had a phone fault today. Had to restart the ADSL router. Fine. Go to log in. Nope, I have to change my password. Get no email. Log into the link provided, type in my details, as it to send me a password reset email. Nope. Nothing, not for two hours and four tries at it.

Go to MogStation, and go to log in there to try it that way. Nope. Now my account has been suspended due to suspicious activity.

Oh, but wait, IF I SPEND SOME MORE MONEY, I can get a one-time password that will apparently solve all my issues.

So very, very, very close to unsubscribing. Oh wait, I can't. Guess I'm going to have to lodge a complaint with my Credit Card Provider against Square Enix.
04-09-2014, 02:51 PM
Ruri

Such is the life of an internet user. Stuff happens, resolve it and move on.
04-09-2014, 02:52 PM
o3o

Try manually doing it.

go to the mog station log in and click "forgot my password" or something along those lines.

i had the same issue and that worked.
04-09-2014, 02:53 PM
Castillan

Quote:

Originally Posted by Ruri

Such is the life of an internet user. Stuff happens, resolve it and move on.

What I object to here, very strongly, is the denial of access to a service I've paid for by Square Enix, but they provide a way around said denial by spending more money.
04-09-2014, 02:54 PM
dragonflie

Quote:

Originally Posted by Castillan

Oh, but wait, IF I SPEND SOME MORE MONEY, I can get a one-time password that will apparently solve all my issues.

The phone app is free.
04-09-2014, 02:56 PM
Castillan

Quote:

Originally Posted by o3o

Try manually doing it.

go to the mog station log in and click "forgot my password" or something along those lines.

i had the same issue and that worked.

Yeah, I've tried that. The issue here is that the email is not being sent by Square Enix, and hasn't been sent for two hours now, despite a few tries at it.

There's a message that says it may take some time, be patient. Okay fine. Two hours though is pretty unreasonable. It does not take two hours for an email to be sent.
04-09-2014, 02:56 PM
Jynx

Do they even charge for the phone app?

I guess if your sans a smartphone this would still be an issue, but I don't use the one time password and I just suck it up when I have a IP issue that leads to a password reset. I'd much rather that then my account getting jacked overseas.
04-09-2014, 02:57 PM
TeganLaron

This happens to me too every time my electric meter runs out. At first it bugged the crap out of me, but at the end of the day, I'd rather they be overly cautious than not cautious enough.

Yes it's frustrating, but they are doing it to protect your account.
04-09-2014, 02:58 PM
Castillan

Quote:

Originally Posted by dragonflie

The phone app is free.

It is? All I saw on the page was 12EUR or something like that. I don't know. I can't even access my account page any more to even try to set up the one time password because my account is now suspended.
04-09-2014, 03:00 PM
o3o

Welp.

you could always try chat sopport and see if they can unblock it that way.
04-09-2014, 03:14 PM
Castillan

Quote:

Originally Posted by o3o

Welp.

you could always try chat sopport and see if they can unblock it that way.

Thank you for the suggestion. Sadly chat support appears to be closed at the moment.

I do have a smart phone, and have just installed the OTP app, however, I still can't activate it or do anything, due to the account suspension, and also due to receiving no emails to resolve the issue.
04-09-2014, 03:16 PM
o3o

Quote:

Originally Posted by Castillan

Thank you for the suggestion. Sadly chat support appears to be closed at the moment.

I do have a smart phone, and have just installed the OTP app, however, I still can't activate it or do anything, due to the account suspension, and also due to receiving no emails to resolve the issue.

No problem :)

happy to try and help. Good luck to ya
hope it works.
04-09-2014, 03:26 PM
Bladeglory

It's a stretch, and maybe irrelevant at this point, but is it possible the e-mails are getting caught by a spam filter? I know I felt really, really stupid when I realized my several password change attempts were going to junk and my junk folder didn't show up in Thunderbird or on my phone...

EDIT: Oh, and I can confirm what Lafiele below says. Do not deny the charge. They perma-ban for denied charges and slam the door in your face if you try to appeal.
04-09-2014, 03:28 PM
Lafiele

Quote:

Originally Posted by Castillan

So very, very, very close to unsubscribing. Oh wait, I can't. Guess I'm going to have to lodge a complaint with my Credit Card Provider against Square Enix.

Phone app IS free.
SE does this to protect YOU not to purposely inconvenience you. Be reasonable. You can't have protection and not suffer a bit of inconvenience at the same time.
I will tell you now in case you do try it, unless you plan on NEVER playing this account again, I would highly not suggest you to deny a payment to SE through your CC provider. If you do that, that account will be permanently locked with NO hope of retrieval. SE takes this really seriously.
04-09-2014, 03:33 PM
Castillan

Quote:

Originally Posted by Bladeglory

It's a stretch, and maybe irrelevant at this point, but is it possible the e-mails are getting caught by a spam filter? I know I felt really, really stupid when I realized my several password change attempts were going to junk and my junk folder didn't show up in Thunderbird or on my phone...

Well I feel like a total numbnuts now. That was it. I have like 30 emails from SE over 6 months in my inbox, but now, all of a sudden, the emails from today were going to my Spam folder, and even more oddly, the Spam folder wasn't even showing up with messages in it. I had to manually click into the Spam folder to see them.

I've now been able to log in, answer my security questions, and reactivate my account.

About to get the OTP thing setup now too.

Thank you so much, and it goes to show, there are no irrelevant questions.
04-09-2014, 03:37 PM
Castillan

Quote:

Originally Posted by Lafiele

Phone app IS free.
SE does this to protect YOU not to purposely inconvenience you. Be reasonable. You can't have protection and not suffer a bit of inconvenience at the same time.
I will tell you now in case you do try it, unless you plan on NEVER playing this account again, I would highly not suggest you to deny a payment to SE through your CC provider. If you do that, that account will be permanently locked with NO hope of retrieval. SE takes this really seriously.

Yes, I understand this, and that would have been an absolute last resort. Face it though, if you don't have access to your account, and automatic deductions continued to be made, what would YOU do, if the situation could not be resolved in any other way?
04-09-2014, 03:44 PM
Bladeglory

Quote:

Originally Posted by Castillan

Well I feel like a total numbnuts now. That was it. I have like 30 emails from SE over 6 months in my inbox, but now, all of a sudden, the emails from today were going to my Spam folder, and even more oddly, the Spam folder wasn't even showing up with messages in it. I had to manually click into the Spam folder to see them.

I've now been able to log in, answer my security questions, and reactivate my account.

About to get the OTP thing setup now too.

Thank you so much, and it goes to show, there are no irrelevant questions.

Same thing happened to me. GW2 e-mails every other week for months. But suddenly when I ask for a password reset, the e-mails get sent to junk. I guess e-mail reset addresses are just really suspicious!
04-09-2014, 06:07 PM
KhalidTheGreat

You can get one-time password for free on your smart phone.
04-09-2014, 06:12 PM
Pence

or on your computer using BlueStacks....
04-09-2014, 06:15 PM
Freyar

The token can be 12 euros.
04-09-2014, 07:37 PM
Thorauku

While I agree that the change password thing is annoying, it's there to protect our account. The problem is, it takes too long for the verification email to be sent. 30 minutes wait time is long enough, but nope. It takes hours and hours of processing.
04-09-2014, 07:39 PM
Jonasan999

Get with SE Software token on your iOS/Android and it is free.
04-09-2014, 07:48 PM
Aegis

Quote:

Originally Posted by Thorauku

While I agree that the change password thing is annoying, it's there to protect our account. The problem is, it takes too long for the verification email to be sent. 30 minutes wait time is long enough, but nope. It takes hours and hours of processing.

I get this all the time. (Stupid router/ISP change my IP address every other week it seems). The password reset email is *always* there before I even open Gmail.
04-09-2014, 08:39 PM
Felis

Quote:

Originally Posted by Castillan

Oh, but wait, IF I SPEND SOME MORE MONEY, I can get a one-time password that will apparently solve all my issues.

The apps are for free
04-09-2014, 09:33 PM
Skoltnik

I get my account ''suspended'' all the time because i keep using different internet connections. It should just have sent you an email to reset your password. No need for a software token.
04-09-2014, 10:13 PM
wildgalax

had the same issue took me a long time to get support and reactivate my account, then forced to get a onetime pass on phone. If not for friends in game i would have probably unsubbed.
04-09-2014, 10:30 PM
Jinko

Get the phone app and you won't need to suffer this inconvenience.
04-09-2014, 10:34 PM
Lord_Zlatan

Quote:

Originally Posted by Castillan

Yeah, I've tried that. The issue here is that the email is not being sent by Square Enix, and hasn't been sent for two hours now, despite a few tries at it.

There's a message that says it may take some time, be patient. Okay fine. Two hours though is pretty unreasonable. It does not take two hours for an email to be sent.

Check ur spam folder? The email might have been sent there.
04-09-2014, 10:34 PM
Tiggy

OP needs to learn to calm down. -_-

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