Locked out.

So I bought a new laptop and installed ffxiv and now my account is locked. Exact same thing happened a few months ago when I bought another laptop, and 8 months ago when I bought another laptop.



Based upon recent suspicious activity, we have identified that your account may potentially be at risk. For your protection, we have temporarily suspended login access to this account.
Instructions for lifting this restriction have been sent to the email address registered to your Square Enix Account.
For more information about the login restriction, please refer to the following page:
http://support.na.square-enix.com/j/lbna


This is absolutely inexcusable. I have dealt with this for the 3rd time. It's been hours and I've not received an email on how to reactivate my account. I went to the link and reset my password, but nothing has changed, I still cannot get in.

And I can not and will not use a security token. I have 5 accounts, myself, gf, 2 kids, and other friend. There's absolutely no reason why I should be forced to use a token. All accounts are accessed from in my home with the same external ip. I'm really pissed off about this crap.

Better they have this then to possibly lose your account for 3 months while they do an investigation only to get it back stipped of gear and gil and the GMS telling you there is nothing they can do.

Guess they could have an option to disable it in your account controls, but trust me it is way better to have to go through what you are then dealing with Customer Service.

Quote:

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Originally Posted by nasomi

So I bought a new laptop and installed ffxiv and now my account is locked. Exact same thing happened a few months ago when I bought another laptop, and 8 months ago when I bought another laptop.

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not saying 100% that this is fact but from reading that first paragraph. That may have been why SE keeps doing it each laptop and such that you use for your account has different mac addresses and such. I had that happen to me before also. I had a laptop would play it on one Ip then I took it to my brother's house and played it there and then bam my account was locked. Also someone may have been trying to access your account when they shouldn't have and got it locked. You say you have 5 accounts so....

There should be a working account recovery option. The fact that they said an email was dispatched on how to fix it, then never sent one irritates me. Then the fact that it says that I can visit that link and reactivate it by changing my password, but when I do that it does not work. I've opened a ticket but they work monday-friday 9am-6pm pst. It's saturday, so that just screws my weekend plans.

5 accounts is not unreasonable when you have a family of 4 and a friend that will be trying my mule(5th) come next weekend. However I know for a fact that I'm the only one to attempt to log in in over a week.

Quote:

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Originally Posted by nasomi

There should be a working account recovery option. The fact that they said an email was dispatched on how to fix it, then never sent one irritates me. Then the fact that it says that I can visit that link and reactivate it by changing my password, but when I do that it does not work. I've opened a ticket but they work monday-friday 9am-6pm pst. It's saturday, so that just screws my weekend plans.

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I can understand the frustration on that. I know I got my email when it happened to me... just to make sure did you double check your spam folder for the email?

Quote:

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Originally Posted by nasomi

5 accounts is not unreasonable when you have a family of 4 and a friend that will be trying my mule(5th) come next weekend. However I know for a fact that I'm the only one to attempt to log in in over a week.

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never said it wasn't just stating a possibility on things and I didn't say that it was the case 100% =) Just ideas tossing about

Here SE, take my $50/mo, but give me endless account problems, poor customer service, account management that simply doesn't work, and random lockouts.

Ok i'm done now

actually No I have to say this it's people like you, that make people like me who are in customer service loath their jobs half the time. I dread answering the phone with people demanding for answers not knowing the policies and intricacies that go into them being able to assist you with your case and or questions. The company decided that their hours of operation were only monday through friday that's wonderful that means that their people get 2 days off a week and it's on the weekend which most people want. There's a reason as to why they keep suspending the account and it's not just to piss you off or to ruin your weekend. They are seeing something suspicious happening and instead of you getting fucked over they lock the account to protect you and keep out the bad from happening. You refuse to buy a token for your account but if you keep getting locked out then you might just want to think about buying a security token since you have to have that token to be able to even log in. Also with that security token you probably won't worry much about the lock outs as well but that's only a possibility since I don't own one myself.

Now, I'm done.

This happens on a regular basis for me just because I log in from so many different areas, even if I've been on the same machine.

I have no problem with it, because it's better than the system NOT working when it could be a potential security hazard. As for the email, I've always received it IMMEDIATELY after the log in attempt. I've never had to wait for one.

So all I can say to you is "Sorry for your bad luck" but I don't look badly on SE one bit for this kind of thing.


EDIT:

I just had to reset my password just now because I'm house sitting for my father and I've never logged into XIV using his IP/Network. I went to my Yahoo mail and the email was already waiting for me.

I don't think SE is the problem here.

The reason you're locked out is because you don't own a security token, and seeing as you said you refuse to get one you'll simply have to deal with it. The Token is used to prove it's you no matter the location, no matter the machine you log in from only you will have token access.

Otherwise you'll continue to be locked out if there's multiple logins from other IPs and machines without token usage. You're not forced to use a token but if you want to avoid this issue, simply just get one. There's 2 people here excluding myself who logs into XIV, we never get locked out and we don't use a token, so:

Quote:

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Originally Posted by nasomi

5 accounts is not unreasonable when you have a family of 4 and a friend that will be trying my mule(5th) come next weekend. However I know for a fact that I'm the only one to attempt to log in in over a week.

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If this is all on your same account that is exactly why you need a token.

Security Token = Makes all your problems go away.

Don't buy a security token...

Blame a company for trying to protect you from something that was completely your fault.

Does anyone know if you can connect a single security token to multiple accounts?

Quote:

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Originally Posted by Raldo

Does anyone know if you can connect a single security token to multiple accounts?

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Hmm I don't recall, least not for XIV for sure. I never honestly tried with XI since you can have like 7 POL accounts on one SE ID.

lol security tokens

Quote:

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Originally Posted by Yucie

lol security tokens

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I wish to join you in your valued input into this thread.

lol horses.

Quote:

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Originally Posted by SirOleas

I wish to join you in your valued input into this thread.

lol horses.

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I've never seen security tokens solve problems.

Regardless of the fact, I've logged in on my FFXIV account from multiple locations dozens of times and I've only had my account locked once.

I buyed a laptop last week, installed FF XIV, started my account an it works.
Maybe because I have a security token.

I have read that you need to change your passwort if you can't login because your account is blocked due to IP change. Test it, maybe it works. I don't know because I have a token ^^

Quote:

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Originally Posted by Raldo

Does anyone know if you can connect a single security token to multiple accounts?

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Multiple accounts in what way? As in Little Timmy made 5 FFXIV accounts under one Square Enix account? Or One security Token Shared amongst 5 different Square Enix accounts? If your referring to the former then yes you can, I had 1 XIV account and 2 XI accounts and since my token is registered all 3 accounts required that I put in a code. In the OP's case if he put all 5 XIV accounts under 1 Square Enix account then I could understand his frustration in not wanting to use a token simply for the fact you have 3 other members in the house asking for a code and 1 friend calling up asking for a code. The only solution to that is to make 5 Square Enix accounts and put each XIV account on a Square Enix account.

I meant your latter example--using a single security token across multiple SE accounts. I see now that doesn't help the OP, however, so I guess the point is irrelevant.

Oh look, Square Enix needing to have a consumer friendly customer service experience strikes again!

Quote:

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Originally Posted by Rannie

Now, I'm done.

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I agree with you, but I just can't help but imagine this is what happened when you finally got done trying to give advice to someone who wont listen.

http://gifsoup.com/webroot/animatedgifs3/3673822_o.gif

Glad to be of help. :o

I've had this happen to me as well. about 12 times now as my ISP rotates my IP address to something different about every month. which is more than usual....poor cheap bastards are probably running out of IP4 addresses.

anyway it was pretty strait forward, check the email link, change password,sign in. although your pretty much screwed if you accidentally typed Gmial instead of gmail, yaho instead of yahoo.

then your forced to go through customer support,which by the way the live chat is almost 1000x quicker than phone support.

Are you serious? just go to your email and unlock it. its not that hard....

I have this same problem. Tried using my security token that came with the CE, but it would not register with this game for whatever reason. I stopped caring, as Alerith said, I get the email almost instantly.

Quote:

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Originally Posted by Raldo

Does anyone know if you can connect a single security token to multiple accounts?

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If all of those separate accounts are under the same Square Enix Account then yes you can use the same security token for each of your account both for FFXI and FFXIV. However if they are on different accounts, I don't think that it is possible to use the same key.

I still strongly suggest using a security token, even if you think it's crap. Months ago I purchased a laptop and I never had trouble using my account on that, or my PC. In fact we've got two FFXIV accounts in this household and neither has ever had issues. Well okay, have been a few issues with my roommate's account but only because he uses obscure passwords so often and instead of checking it to be sure, spams it repeatedly until it temp-locks his account. But otherwise there's never been a problem and we both use security tokens.

But speaking of that I could have sworn that SE even recommended the use of security tokens once. It was something like for those who don't use them there's additional security that will immediately lock an account for suspicious activity. That likely includes logging into an account from different computers and IP addresses. Seeing as you've always had the issue when using a new laptop I'm betting the enhanced security to protect your account is that precise reason you're dealing with this. So your options are clear:

* Buy a security token.
* Don't and learn to deal with it these annoyances.
* Quit playing the game.

Considering that the tokens are relatively cheap (I think $10-$15 last I checked.) why not just get one? Peace of mind knowing your account is not only much safer, but never having to deal with this nonsense again. It doesn't even take that much longer to type in a 6 digit password either.

Quote:

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Originally Posted by Jynx

I agree with you, but I just can't help but imagine this is what happened when you finally got done trying to give advice to someone who wont listen.

http://gifsoup.com/webroot/animatedgifs3/3673822_o.gif

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Quite honestly I have kicked my desk before when they start pissing me off or beating the top of my desk. I've also punched my phone a few times. All the while wishing I could throw it and my computer for work through the window. We also have a handy dandy... mute button... i'm a pro at using it rofl

Edit: by the way the bad part of me kicking my desk though is it gets me back i'll turn in my chair and hit my knee on the area where the draws are... half the time while i'm on the phone with a customer so it's like *turns in chair bangs knee really hard and can't talk from pain*

Quote:

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Originally Posted by Rannie

Ok i'm done now

actually No I have to say this it's people like you, that make people like me who are in customer service loath their jobs half the time. I dread answering the phone with people demanding for answers not knowing the policies and intricacies that go into them being able to assist you with your case and or questions. The company decided that their hours of operation were only monday through friday that's wonderful that means that their people get 2 days off a week and it's on the weekend which most people want. There's a reason as to why they keep suspending the account and it's not just to piss you off or to ruin your weekend. They are seeing something suspicious happening and instead of you getting fucked over they lock the account to protect you and keep out the bad from happening. You refuse to buy a token for your account but if you keep getting locked out then you might just want to think about buying a security token since you have to have that token to be able to even log in. Also with that security token you probably won't worry much about the lock outs as well but that's only a possibility since I don't own one myself.

Now, I'm done.

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So in otherwords:

Boo-hoo. I made some poor life choices and I'm in a crummy job because I'm too lazy to get a skilled-labor job and not smart enough to get a real desk job. It's everyone's fault but my own that my job sucks boo hoo.

People will always complain when they have to jump over multiple hoops for whatever reason. If the security were more relaxed, people would be complaining about it when they lost their stuff. If a token were mandatory, people would complain about having to pay for one and the hassle it can be. Do something in between and get a few posts like this.

I've had my accounts locked before and I know it can be a pain... especially since the account that was locked was under an email that I use 1-3 times a year and I couldn't remember that password lol. Not sure how you have your accounts setup (one email or multiple) just hope you entered the info right on it. With that many, hope you have a printout somewhere safe and that they don't all have the same password.

While you wait for Monday, go outside and toss a ball with the kids or something. Throw a Bar-B-Q or something. Good luck! :)

Quote:

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Originally Posted by JackDaniels

So in otherwords:

Boo-hoo. I made some poor life choices and I'm in a crummy job because I'm too lazy to get a skilled-labor job and not smart enough to get a real desk job. It's everyone's fault but my own that my job sucks boo hoo.

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No I enjoy my coworkers and I do enjoy helping people. I don't like the fact that people who don't know anything about customer service or even customer support make comments saying it's poor customer service because they're closed or they haven't gotten to them yet due to 1 either them being busy or what have you. I'm not QQ over anything just pointing out that he's pitching a fit over something at this point in time he has no control of and if he has the patience they at customer support will be assisting him as soon as they possibly can. If he has further problems he can call them on monday.

I remember once I had a customer tell me his whole day was ruined because he couldn't buy a part for a unit of his because the unit was discontinued many years ago and my company no longer carried the part.

Seriously people let that crap bother them.

As a matter of fact so I can drive this home to you. I've been fighting laryngitis since March 28th of this year, Don't believe me ask anyone who has Seraphim Gungnir in their sig if they've heard me talk in our voip client they're always telling me to shut up because my voice goes out. I'm still working while taking prescribed drugs. A few weeks ago while I was on the phone trying to help a customer my voice completely gave out I could say the first part of a word then nothing else. A coworker of mine helped me finish the call while I'm sitting there crying from frustration because I couldn't do my job to help my customer out.

Having done a period of customer service type jobs myself:

it's about 1 in 1000 people that are grateful for the service they receive. The rest of them expect the service because they bought something from Corporation X, and expect Corporation X to fix it. In my experience, when people have to deal with real individuals when obtaining goods and services, they are much more grateful. When a person knows that the good or service comes from person A, who is paying the bills for the building, and working hard to establish clients, that is when genuine customer/seller relationships occur.

It goes without saying, small business relationships are much more friendly. Nobody consuming a product cares about the corporation it comes from, only that it works 100% of the time. It's no surprise that support staff behind a phone or counter of corporation X are treated like slime, no matter how nice they try to be. Eventually, having to deal with that mentality day in and day out will wear a person down.

On original topic...
SE has designed a system to help keep your account secure, due to this there is a limitation of fasle positives. They've determined the false positive ratio is outweighed by their desire to keep your account from being hacked. If you're locked out, reset and move forward. A small annoyance to maintain account security. I had to do it quite a bit during Beta, as a few close friends were sharing an account to get a feel for this game.

Alternately, as others have said, pick up a security token. You're willing to shell $50/m to SE for 5 accounts, but not pick up a token to make the lockouts a non-issue? That seems a little confusing.

Quote:

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Originally Posted by Holy_Dragoon

Having done a period of customer service type jobs myself:

it's about 1 in 1000 people that are grateful for the service they receive. The rest of them expect the service because they bought something from Corporation X, and expect Corporation X to fix it. In my experience, when people have to deal with real individuals when obtaining goods and services, they are much more grateful. When a person knows that the good or service comes from person A, who is paying the bills for the building, and working hard to establish clients, that is when genuine customer/seller relationships occur.

It goes without saying, small business relationships are much more friendly. Nobody consuming a product cares about the corporation it comes from, only that it works 100% of the time. It's no surprise that support staff behind a phone or counter of corporation X are treated like slime, no matter how nice they try to be. Eventually, having to deal with that mentality day in and day out will wear a person down.

On original topic...
SE has designed a system to help keep your account secure, due to this there is a limitation of fasle positives. They've determined the false positive ratio is outweighed by their desire to keep your account from being hacked. If you're locked out, reset and move forward. A small annoyance to maintain account security. I had to do it quite a bit during Beta, as a few close friends were sharing an account to get a feel for this game.

Alternately, as others have said, pick up a security token. You're willing to shell $50/m to SE for 5 accounts, but not pick up a token to make the lockouts a non-issue? That seems a little confusing.

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Thank you Holy =)

Quote:

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Originally Posted by Malix

Are you serious? just go to your email and unlock it. its not that hard....

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Yeah, except the email never came. There's no option to resend the email. The email JUST came this morning around 10am. And it's gmail, not some half-ass email provider either.

I'm all about security, however all access attempts come from in the same house, with the exception of one, which hasn't even happened yet because she hasn't started. If you could use multiple tokens on one account, sure that might be easier, but a single token for 5 people to share is ridiculous.

Of course, the simplest way for SE to solve this would be to let each user validate specific computers and IP ranges permanently via the account management web page. If you could add all your own laptops and possible login locations there, the problem would be solved.

If you commonly log in from work/school and at home, add your home IP range and your workschool IP range in the control panel, and that would be it.

Quote:

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Originally Posted by Mirage

Of course, the simplest way for SE to solve this would be to let each user validate specific computers and IP ranges permanently via the account management web page. If you could add all your own laptops and possible login locations there, the problem would be solved.

If you commonly log in from work/school and at home, add your home IP range and your workschool IP range in the control panel, and that would be it.

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Or just get a token which is even easier. If you're trying to share accounts (which it sounds like the OP is) you're not even supposed to be doing that, based on the ToS/EULA, even if it's family/friends.

Otherwise getting locked out isn't a problem just because "5 people are logging in from the same IP" like i said, excluding me there's 2 other people in this house who gets onto XIV which makes it 3 total people playing at once sometimes and we never get locked out without a token, so the issue is likely the sharing which is what SE is going after rather than the IP/machine changes.

Have you tried this?

Quote:

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Login to Square Enix accounts will be restricted when suspicious account access is detected.

Explanation:
As part of a measure to prevent Square Enix accounts from being compromised, we have implemented a system to restrict logins when suspicious account access is detected. Customers with accounts for FINAL FANTASY XIV and FINAL FANTASY XI linked to the same Square Enix account will have access to both games restricted and receive a “Unauthorized connection to server detected” message when trying to access PlayOnline in the event that their FINAL FANTASY XIV login is restricted. Once a login restriction is placed, it can only be removed by the account owner. The Square Enix Information Center cannot remove login restrictions on behalf of users.
Please see below for more details on how to remove the login restriction.

- In the event that a message stating "Unauthorized connection to server detected" is displayed and login to PlayOnline is restricted:
Due to the detection of suspicious access to FINAL FANTASY XIV, login to PlayOnline has been restricted as well.
To log back in to PlayOnline, please remove the login restriction.

- In the event that you were unable to receive the email instructions for removing the login restriction, you accidentally deleted the email, or the URL included in the email expired:
Please perform a password reset by clicking the “Forgot your ID or password?” button on the Square Enix Account Management System login page.
Square Enix Password Reset:
https://secure.square-enix.com/accou.../svc/reminder?

-How to avoid the login restriction:
Using a Square Enix Security Token will prevent any login restrictions from being placed. Security Tokens are also an effective means of preventing your account from being compromised and we strongly recommend their usage. For more information on Square Enix Security Tokens, please refer to the following FAQ.

Where can I purchase a Square Enix Security Token?
http://support.na.square-enix.com/fa...28&id=496&la=1

I want to purchase a Square Enix Security Token and use it to log into my Square Enix Account. What do I need to do?
http://support.na.square-enix.com/fa...07&id=496&la=1

<Frequently Asked Questions on Login Restriction>
-What exactly do you mean by “suspicious account access?”
For security purposes, we cannot provide details on the methods we use to detect suspicious access patterns and place login restrictions.

-Why do you restrict the logins?
Login restrictions are performed for the purpose of protecting customer accounts from unauthorized access.

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Quote:

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Originally Posted by Elexia

Or just get a token which is even easier. If you're trying to share accounts (which it sounds like the OP is) you're not even supposed to be doing that, based on the ToS/EULA, even if it's family/friends.

Otherwise getting locked out isn't a problem just because "5 people are logging in from the same IP" like i said, excluding me there's 2 other people in this house who gets onto XIV which makes it 3 total people playing at once sometimes and we never get locked out without a token, so the issue is likely the sharing which is what SE is going after rather than the IP/machine changes.

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I hate using tokens. I disabled mine a few months after getting it for FF11. With the frequent client crashes i have in ff14, it would be even more annoying to use it every time i have to log in again, not to mention, I'm good at losing small things like that.

If they offered a token app for mobile phones, it'd be better, I guess. I mean, even blizzard offer those.

And I'm pretty sure the OP said something about having 5 different accounts. Don't see what would be illegal about that.