Shadowbringers disappeared from my account?!

I have already created a ticket a few days ago to address this issue, I reactivated my account a few days ago to play and noticed I don't have shadowbringers anymore. I do have pictures of my mogstation/ingame character (at level 80) and a picture of my email/registration code when I purchased the expansion. :confused: If anyone has some insight on this that would be awesome!

Thanks!
https://gyazo.com/35f5f66f11b73b44bce47713302345f6
https://gyazo.com/5828be6b30f4fb81c31f76f9c2f39104

Good morning 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 the issue you are describing is not a technical issue. We will be moving this thread to "General Discussion".

Good luck with your adventures through Eorzea!

Are you on a different platform?

Did you happen to switch from pc to ps4 or ps4 to pc? Or Mac?


Did you actually register the expansion? And not just do the week ish when it launched with the pre-order code?


Did you try reapplying your code to your account?

That's a kind of dumb question but... do you have more than one account? It could happend you logged with the wrong one.

+1 with Valkyrie_Lenneth

SE system with two codes is kind of bothering and tricky. There are often people who meet this problem.

Did you happen to play using early access and stop playing shortly after? Maybe you didn't apply the full ShB license code which is separate from early access?

edit: Valkyrie_Lenneth already asked that sorry :p

First off thanks for the replies everyone.

https://gyazo.com/35f5f66f11b73b44bce47713302345f6 - Shows my character @ level 80 in the character menu

https://gyazo.com/5828be6b30f4fb81c31f76f9c2f39104 - Shows the pre-order of ShadowBringers


https://gyazo.com/188bc3446587d9372478738ee60ccffc - Shows my account page on the mogstation.

To answer the questions above;
1) I did play past the early access date with my guild.
2) I did attempt to put the registration code back in but it said it was used.
3) I'm pretty sure I did register the expansion, i'll have to go through my emails once again.. but I played past the early access date and completed the shadow bringers quest arc.
4) I do have more than one account, however it only has the base game. (I would be pretty upset at myself for allowing me to apply the code to that one..)

Thanks for the replies everyone!

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Originally Posted by Rhaervis

Good morning 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 the issue you are describing is not a technical issue. We will be moving this thread to "General Discussion".

Good luck with your adventures through Eorzea!

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I'm pretty confused on why this isn't a technical support question. Technically i'm locked out of the game via some system issue with the mog station..

It seems you only ever registered your pre order code and not your SHB code you only played during the early access and just now returned. find your SHB code and add it yo your account.

It is always a mess with SE registration codes.

There are in fact two mails for two codes.

pre-order access - you enter this one, you have access to the early access

full access - the key is given on a special web site, you should have a mail that tells you to download and activate the game. You have to consider this mail not as if you had already downloaded the game (that you actually did anyway for the early access) but as if you still had to do.

This is the confusing part that makes people to often consider they received two times the same message from the shop. It isn't the case, you have two mails for two access keys.

Try to find a mail you received between the realease date and lets says six days later. You should have a mail from the shop where you purchased the game.

Quote:

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Originally Posted by Sunako_Nakahara

It seems you only ever registered your pre order code and not your SHB code you only played during the early access and just now returned. find your SHB code and add it yo your account.

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Quote:

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Originally Posted by Eldevern

It is always a mess with SE registration codes.

There are in fact two mails for two codes.

pre-order access - you enter this one, you have access to the early access

full access - the key is given on a special web site, you should have a mail that tells you to download and activate the game. You have to consider this mail not as if you had already downloaded the game (that you actually did anyway for the early access) but as if you still had to do.

This is the confusing part that makes people to often consider they received two times the same message from the shop. It isn't the case, you have two mails for two access keys.

Try to find a mail you received between the realease date and lets says six days later. You should have a mail from the shop where you purchased the game.

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Then my issue rests with me not having that second email, i've looked about 10 times through every email from SE for another code..

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Originally Posted by Nataskiller

I'm pretty confused on why this isn't a technical support question. Technically i'm locked out of the game via some system issue with the mog station..

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Because this is an account question. The technical support on the forum is for game client issues.

Quote:

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Originally Posted by Nataskiller

Then my issue rests with me not having that second email, i've looked about 10 times through every email from SE for another code..

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Where did you order it from? If the SE store, login to your account there, go to your orders, and retrieve the code

Quote:

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Originally Posted by Nataskiller

Then my issue rests with me not having that second email, i've looked about 10 times through every email from SE for another code..

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Well, if we don't know where you purchased the game it is hard to give more accurate informations.

the code is in your square enix account not the email
https://store.na.square-enix-games.com/ log in and find your purchases

Yeah for codes it's not always just emails. If you bought it at the square-enix.com store website you need to login there and get the code from there.

I guess if you were part of the pre entry to shadowbringers and you burned through it that quickly, you may have not entered the actual code to continue having access. From what I recalled we got early access and then we had to enter the actual game code once the expansion was released if you didn't you would be locked out from anything associated with the game. If you order the game from SE on online then you need to go back to where you ordered the game (under orders) from to enter the code in mogstation.

I say this because it booted me out because I forgot to enter the actual shadowbringer's expansion after the early access expired.

Quote:

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Originally Posted by Rhaervis

Good morning 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 the issue you are describing is not a technical issue. We will be moving this thread to "General Discussion".

Good luck with your adventures through Eorzea!

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What? Why would we know why she can't get into her account? Seems bit lazy to just put her thread her instead of trying to help

Quote:

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Originally Posted by spf1200

What? Why would we know why she can't get into her account? Seems bit lazy to just put her thread her instead of trying to help

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The technical support section is for game client related issues only. They are not equipped to handle account issues.

Why is this hard to understand...


They have a whole support function on the lodestone for account issues.

Quote:

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Originally Posted by spf1200

What? Why would we know why she can't get into her account? Seems bit lazy to just put her thread her instead of trying to help

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Quote:

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Originally Posted by Valkyrie_Lenneth

The technical support section is for game client related issues only. They are not equipped to handle account issues.

Why is this hard to understand...


They have a whole support function on the lodestone for account issues.

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Also they've seemed a bit quicker to forward support topics to General since they had to close a lot of customer support due to Lock down measures (or there's just been more of them). It's likely the community will be able to troubleshoot issues like this a lot faster than it will take their currently reduced support team to get to it at the moment.

Quote:

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Originally Posted by Nataskiller

I'm pretty confused on why this isn't a technical support question. Technically i'm locked out of the game via some system issue with the mog station..

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Technical supprt is for things like "My computer crashes every time I teleport into Ul'dah"
This is more of an account support question, and if you need help from SE you will have to contact them directly rather than just post here on the forum.

It slipped into the shadows. *rimshot*