How long does it take to get a email back from customer support?

I've been suspended from the game and I have no idea why. I've not been given an email informing me or anything like that. I believe I've done nothing wrong in the game. Customer support is not responding.. Might as well post it here. So the customer support chat is down.. how long does it generally take to get an email from them? Also I heard you could get suspended for suspicious activity on your account.. I changed my internet provider recently. Could that be the reason?

It took 7 days for linkshell friend to get a response.

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Originally Posted by Chris_Riot

I changed my internet provider recently. Could that be the reason?

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If you're not using two factor authentication (one time password), then yes.

Accounts without a one time password get frozen if they login from a different location/IP until you change your password. From what I understand they do normally email still though so perhaps it's in a spam filter somewhere? Or perhaps the email on the account isn't what you think it is?

Either way, just try resetting your password as that's usually what you have to do:

https://secure.square-enix.com/account/app/svc/reminder

Although if the email address on the account isn't current then this won't work sadly.

https://i.ibb.co/5RJPxs4/suspended1.png

I get this error when I try to log into the game,

https://i.ibb.co/NW791Tk/suspended2.png

I get this on my mogstation account..

I'm absolutely 100% sure I'm checking the email that's bound to my account, I also receive payment emails from SE to this email. But for some reason I have not been given any email telling me why I've been suspended. I'm at a loss here. If it's the whole Internet switch thing, my interernet switch happpened a good week a go, and I only just got suspended today. I didn't have a two factor authentication though. I've just tried to change my password but am still suspended.. do I have to add the two factor thing in also?

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Originally Posted by Chris_Riot

If it's the whole Internet switch thing, my interernet switch happpened a good week a go, and I only just got suspended today.

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No, it won't be that then.

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Originally Posted by Chris_Riot

do I have to add the two factor thing in also?

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No that's just to protect your account from people who might guess your username/password (especially if you use the same login on other sites).

Did you recently see a link in game chat and copy+paste it and then found it required a login? If so that was a phishing scam and basically someone took over your account and probably spammed chat with it which in turn got you reported/suspended.

Either way though I'm afraid you'll need to wait for support to come back to you then as it seems it's more than just a changed IP address. Sorry that I wasn't much help!

I don't recall clicking on any links or logging in to any suspicious websites.. So it probably aint that unless they got hold of my account some other way..

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Originally Posted by Chris_Riot

I don't recall clicking on any links or logging in to any suspicious websites..

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Well none of the links in the game are actually clickable, you'd have to specifically copy and paste to access them, but they're also intentionally disguised as official Square Enix sites to make people give them their login details. That's unfortunately why they work so well and people get their accounts compromised.

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Originally Posted by Chris_Riot

If I say used say 10 or 20 of those in Gridania.. used 1 every 5 seconds or so.. would that be an offense worthy of being suspended over?

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Well I'm not Square Enix, but I don't see how. Using a firework doesn't even put it in the public chat log so it would be visual only "spam" and I've personally never heard of anyone banned for setting off lots of fireworks, especially not during Moonfire Faire.

Sorry, but either way you're just going to need to wait for SE to come back to you, but I'm sure whatever it is you can get it sorted out.

It took 10 days for me (sent the ticket on friday, got an answer on monday 10 days later). So more or less 1 week not including weekends.

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Originally Posted by drymeen

It took 10 days for me (sent the ticket on friday, got an answer on monday 10 days later). So more or less 1 week not including weekends.

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My god.. so what if I wanted to reply back to my ticket, would I have to then wait an additional 10 days or more for a response? O_o This is ridiculous.. I'm sure there is plenty of GMs in the game that will suspend my 480 day subbed account without reason.. but when it actually comes to speaking to someone about it, I have to wait a crazy amount of time..

I'm waiting a month on a GDPR request, dealing with the FF11 team in Europe took a month to resolve getting that old account system reset.
SE does not care about customer support, that much is obvious.

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

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. In order to get further assistance with your concern, we advise to contact the European Support Center.

This thread will be moved to ‘Separate Support Required'.