Account merging unsuccessful :(

I get home today from work, I can't log on — fair enough I'm aware of the situation. I then look over my emails to find that I can't merge my accounts after foolishly creating a new one (despite being told to be careful by squeenix, I know).

I'm so upset, like I always defend FFXIV I've said countless times to my free company 'it'll get better, this happens with every MMO' etc. and I'm really patient. I really feel like I've been stabbed in the back here.

Anyone else had this? I don't know what to do, I played through beta and for the last week and I don't want to start again. I'm in tears as I type this because I really want FFXIV to do well yet I just don't feel like playing anymore, despite buying Collector's Edition, and paying a sub back in 1.0. I've always backed Squeenix, I love their games, I even got Nier in the post today which I just cba to play now because I'm so upset with Squeenix. As a fanboy my heart is broke.

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Dear James,

Thank you for contacting the Square Enix Support Centre.


We are very sorry about the delay in replying to your query.

We are sorry to hear that you have accidentally registered your Collector's Edition of FINAL FANTASY XIV: A Realm Reborn to the wrong service account. Unfortunately, it is technically not possible to have the product registration codes of FINAL FANTASY XIV 1.0 and FINAL FANTASY XIV: A Realm Reborn registered to the same service account, as requested in your ticket. It would therefore not be possible to register the Collector's Edition items to service account 1 either.

We sincerely apologise for any inconvenience caused.

Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/

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Hi Pumkun,

I received the exact same email today. I just got off the phone (well about half an hour ago) to Square Enix EU support and they gave me a new code to apply to my 1.0 service account. I did ask for instructions on how to apply the code and they said they will include instructions in the email. I've just received my code, but no instructions on how to apply it to my 1.0 account, so I'm stuck at the moment.

Don't give up with this response from them though, a phone call or live chat conversation should sort it out for you!

Thank you so much for your quick reply! ;w;
Do you have a number I can use? That's so useful to know! I hope something like this gets stickied so other people don't feel so heart broken.
If you ever need help ingame, you're always welcome to whisper me (I'm on Ragnarock too)

Of course, the EU customer support number to call from the UK is 0870 600 0182. You'll need your original ticket number which you received after requesting the account merge, but that's all the info I was asked for.

Now to find out where to apply this new code. As long as I DON'T create a new service account... ^_^

Thanks ever so much! I'll give them a call now, if I find out where to type it I'll be sure to let you know.
Haha could you imagine the despair of making a third account...

Ahhh they're no longer taking calls, I guess I'll be on the phone tomorrow or something then

There's a redeem code button on your account in the mog station. If I'm not mistaken, it should let you register it there.

Register a new account or bind it to a current one?

Bind it to a current one. Gimme a few and I'll see if I can't screen shot it for you.


Edited for pic:

[IMG]http://i1296.photobucket.com/albums/...ps532c35dc.png[/IMG]

You can see my Garlond goggles in there, proving this is a 1.0 account. Hopefully that helps :)

The lines close at 6pm, sorry, I should have said that first time ^_^

I see no redeem code, Avedis. The options I have are "Subscription Services", "Enter Bonus Code"(tried in here, doesn't work as it isn't a bonus code, as such), "Upgrade to Digital CE", "Add PS3 Service" and "Renew Subscription (Gamecard)"

No worries! I sent off another ticket — no harm I guess!
I too don't see an option, now that I'm looking.

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Originally Posted by Ryuke87

The lines close at 6pm, sorry, I should have said that first time ^_^

I see no redeem code, Avedis. The options I have are "Subscription Services", "Enter Bonus Code"(tried in here, doesn't work as it isn't a bonus code, as such), "Upgrade to Digital CE", "Add PS3 Service" and "Renew Subscription (Gamecard)"

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Well derp. The look of that page has changed a bit since I entered mine. I assumed that would still work. Sorry :(

Edit: My spelling/typing is horrible today.

What is the number you guys are calling

Quote:

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Originally Posted by Avedis1134

Well derp. They look of that page has changed a bit since I entered mind. I assumed that would still work. Sorry :(

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Yep, they've basically removed the buttons. Still, absolutely absurd, what is the point in sending a new code if there isn't anywhere to put the new code? This is such a headache. All because "apparently" 1.0 accounts are not compatible with the physical collectors edition, you HAVE to buy the digital upgrade. But I'm not paying MORE money to Square Enix, who, currently, do not deserve it at ALL. Love the game, hate the account management and customer service. A bit of me wants to never go near this all again, but the majority of me wants to continue playing ARR because of the fantastic job they've done on the game itself.

Quote:

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Originally Posted by milkydud

What is the number you guys are calling

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0870 600 0182 from the UK

I wonder if it has anything to do with the current suspension of online sales? I guess SE would have to speak to that. Sorry I couldn't be more help.

Your screenshot is exactly how I'm TRYING to make my service account look... haha. No problem at all though, thank you for the help so far. Just a shame it doesn't work through the "Add Bonus Code" option. I'll phone again tomorrow.

Did the code they gave you come in the AAAA-###-AAAA-###-AAAA format or the XXXX-XXXX-XXXX-XXXX-XXXX? I think the bonus code button takes only the 20 digit one. If not that, then I would guess its something on their side. Hope you get it sorted out.

The replacement code is in the format of XXXX-XXXX-XXXX-XXXX-XXXX, mostly letters with the odd number here and there.

I'm going to phone again tomorrow and have them apply the code themselves and fix the account, instead of sending me things and asking me to do it knowing full well there isn't a way to do it. The person I spoke to said she would send me instructions how to apply the code, but she didn't Why? Because there is no way in Mog Station currently to do it. Sneaky!

Thinking about it, the cost of these calls has probably already amounted to more than if I just buy the £14.99 digital CE upgrade, but I'm not doing that on principle.

Quote:

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Originally Posted by Ryuke87

This is such a headache. All because "apparently" 1.0 accounts are not compatible with the physical collectors edition....

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Yes, it's a very complicated situation. I can't fault anyone for being confused about it. Basically the situation is that 1.0 accounts are PC accounts, and SE doesn't allow you to register 2 same-platform product codes onto the same service account. (It would be saying "I bought 2 PC versions but I can only play one at a time, even with multiple computers and characters.")

FWIW, the way SE was suggesting adding a CE to a 1.0 standard account was: If you have a PS3 and want to play there, too, order the PS3 CE and apply all codes to the v1.0 service account. If you don't have a PS3, you needed to wait until launch and buy the digital CE upgrade (£15). To get pre-order benefits for this second case, you would also need to get a pre-order code, like from a pre-order of a digital PC standard edition. (You couldn't use its product code, just its pre-order code.)

(This suggestion was buried on forums in 100-page threads, and on their support centre Q&A database search. So, very hard to find even if you were specifically looking for it.)

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Originally Posted by ArkhamNative

Yes, it's a very complicated situation. I can't fault anyone for being confused about it. Basically the situation is that 1.0 accounts are PC accounts, and SE doesn't allow you to register 2 same-platform product codes onto the same service account. (It would be saying "I bought 2 PC versions but I can only play one at a time, even with multiple computers and characters.")

FWIW, the way SE was suggesting adding a CE to a 1.0 standard account was: If you have a PS3 and want to play there, too, order the PS3 CE and apply all codes to the v1.0 service account. If you don't have a PS3, you needed to wait until launch and buy the digital CE upgrade (£15). To get pre-order benefits for this second case, you would also need to get a pre-order code, like from a pre-order of a digital PC standard edition. (You couldn't use its product code, just its pre-order code.)

(This suggestion was buried on forums in 100-page threads, and on their support centre Q&A database search. So, very hard to find even if you were specifically looking for it.)

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Thank you! Yes, your summary is exactly the way I'm seeing it now, which is all well and good if this was publicly announced, stickied, mentioned on the pre order product pages for ARR, hell have planes fly the message through the sky in all countries the game is supported in for all I care. They just needed to make it known! If I had known this I would have considered preordering the PS3 ARR CE, as I do indeed have a PS3 and did some of the beta testing on PS3, but MMO's are PC games for me so I pre ordered my PC physical Collectors Edition. My PC pre-order items are all on my 1.0 standard account, just can't get the CE in-game items onto my 1.0 account now.

Perhaps the replacement code that customer service emailled to me today will work in the PSN if I try to register it for PS3? I'm almost too scared to try in case it gets used up and I won't be provided with yet another code if I make this error.

Thanks ArkhamNative, it's actually really nice to have it all explained.

Yeah see that doesn't make sense to me, why have all the preorder items on an account you can't register a CE code to?

It's basically a big fail on Square Enix's part. No matter what was written down in a forum thread somewhere, this is a basic function that was overlooked in the account management processes. A simple "Upgrade to CE" link within your Mog Station account, with the choice of purchasing the digital upgrade or entering a code from another retailer or physical collectors edition, would fix it.

Just as an update to my situation - I spoke to customer services on the phone again (I believe I even spoke to the same lady!) and she upgraded my 1.0 service account within a couple of minutes, over the phone, no questions asked. I logged into Mog Station while we were on the phone and my Service Account 1, which i've had through 1.0, ARR beta, early access and launch, is now finally a Collectors Edition account with the items applied etc.

Finally, a happy ending!

Pumkun, I hope you've been able to get through today on the phone and make sure if they offer to send you a code, have them apply it as there is no way to apply it yourself in Mog Station.

Thanks everyone who's tried to help or offer advice within this thread :)

I'm very glad you got it sorted! You must be so thrilled.

Sadly, I work 9—5.30 and don't get home til 6 so I sent off a ticket and got the reply below.

Basically I think I'm just going to be going around in circles until I get bored and accept that I don't get the items I paid for. Or until I get a day off.

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Dear Customer,

We are sorry to hear that you encountered problems when registering your Final Fantasy XIV: A Realm Reborn code.

Due to the overwhelming volume of contacts received in regards to the launch of the game, we have regretfully been unable to respond to your request within the expected 48 hours. The registration of a game code on an incorrect service account or Square Enix account is a time-sensitive issue which we have been working on as a top priority since launch and you may have already received assistance via our chat or phone services.

If you have not yet received assistance on this matter, we kindly ask you to contact us by chat (https://support.eu.square-enix.com/c...p?id=5383&la=2 ) or phone (+44870 600 0182) during our opening hours (9.00am to 6.00pm Monday to Friday). If you are unable to do so, please resubmit your query here:
http://support.eu.square-enix.com/fa...68224&ret=main

We sincerely apologise for not responding to you in a more satisfactory manner and thank you for your patience & understanding.

Square Enix Support Centre Team

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