Hi everyone, I was a victim to this and decided to just make a new thread so everyone can view it on the first post instead of me reposting info every time.
Step 1 - Login to your account and submit a ticket/form (I will post NA link so make sure you choose the appropriate country on the top right corner of your page)
https://support.na.square-enix.com/c...82&la=1&daxx=2
After you have submitted this make sure to login to your account and make sure your ticket has been submitted(it has disappeared on me a couple of times) if this happens just make another form/ticket. Here is the link to check your ticket status.
http://support.na.square-enix.com
Step 2 - Attempt at contacting an agent through live chat.
This is the link for North American live chat (hours of operation mon-fri 12:00pm - 09:00pm EST)
https://squareenixen.custhelp.com/ap...44142/_icf_5/1
Replace the "xxxxxxx" with your ticket number.
https://squareenixen.custhelp.com/ap...38027/_icf_5/2This is the link for European live chat.(hours of operation mon-fri 01:00am - 06:00pm)
If I made a mistake with hours of operation, my apologies just correct me if I'm wrong and I'll update this post.
Make sure you are in the correct chat, I once chose to go on the EU chat on their hours to see if they can fix it but the CAN NOT fix NA users issues. NA and EU have separate data servers and can not access each other's files for security reasons.
At this point you will wait in queue for an agent to respond. Be aware you can spend hours waiting. You may even reach number 1 in queue and you will get a message stating "no agents available" and sadly you will just have to re-queue. From my experience of over 15 hours waiting for chat, the best time is when they just open for the first 3 hours after that good luck. You can try opening the chat on multiple browsers to have more chances. I used my phone at work queued for chat and managed to get an agent, got home and started playing.
Step 3 - phone support (these are NA numbers, I am not aware of EU numbers if there are any)
#1 - 310-846-0345
#2 - 858-790-7529
If you are calling long distance and it is not free for you I suggest you pay $3 subscription on Skype to be able to call to US/Canada and immediately cancel subscription if you don't want to continue, it will stay for 1 month of use on Skype. I don't recommend using phone support because the lines are busy as soon as they are online , I could never get through but others have. Long wait times as well and your call may get disconnected.
PC users: If you manage to get a hold of an agent whether it is phone or chat, your issue will get fixed immediately and updated in the Mog station immediately.
PS3 users: I'm not 100% sure on your solution but from reading 700 pages I'd you get a hold of square enix agent the only thing they can do is escalate your ticket. I believe the reason is because it is SONY who can fix your issue. I do not know the tech/customer support number for Sony, I suggest you go on their website and look for it and perhaps they can help you get the account fixed, I read that you don't have to wait long to get a hold of them compared to square enix.
I'm at work right now ladies and gentlemen, I will post this as is for now and update it with new information as I get a chance to. I've been through your struggle, it's frustrating and I know you want to throw in the towel. Just keep trying and eventually you'll see the light at the end of the tunnel. The stress will go away once you start getting back on track in game. Take care everyone I hope this helps.
30 day accidental service account tips
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09-05-2013, 10:08 PMPorie30 day accidental service account tips
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09-05-2013, 10:26 PMSkrattybones
Additional tip: If you live in Canada or the United States you can use Google Phone to call their support number for free.
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09-05-2013, 10:36 PMPorieSweet thanks for the tipQuote:
Originally Posted by Skrattybones
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09-05-2013, 11:06 PMPorie
Btw I submitted my ticket on the 27th...it disappeared and then I re submitted another on the 30th of last week and it was resolved yesterday on the 4th. I spent more time trying to get my account fixed than in game hours ^_^
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09-05-2013, 11:31 PMPorie
Any PS3 users if you can post anything on how you got your account fixed and how long it took it would be appreciated... I've noticed it takes 1-2 weeks for PS3 user to get the new code sent.
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09-06-2013, 12:43 AMTowerDeschain
I absolutely cannot fucking believe this. Just sat in the chatroom queue for 5 hours. FIVE, FUCKING, HOURS. Making sure I didn't miss my chance to fix a week old ticket request. I get down to 10 in the queue, 5, 4, 3, 2 and 1 stalls for a good 10 minutes. Then I get this beauty of a message.
https://pbs.twimg.com/media/BTaOStZCEAAIFXB.png:large
If you use Twitter, please retweet this. This is absolutely ridiculous treatment of consumers.
https://twitter.com/ryanruel/status/375644070997004290 -
09-06-2013, 01:03 AMPorieOh how I don't miss that message.... Trust me when I say... Try as soon as live chat open for your area. I noticed a lot of people get it fixed if they are early. When the day drags on it gets harder because there are to much people and they're just skipping people. The queue system sucks but it is what it is.Quote:
Originally Posted by TowerDeschain
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09-06-2013, 01:44 AMPorie
Everyone from North America should really be trying now for support... It's the best time... Gogogoog
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09-06-2013, 06:24 PMTowerDeschain
This is borderline comedy.
So I finally get a reply to my ticket. Instead of solving it, they knowingly close it. This is a real gem right here.
https://pbs.twimg.com/media/BTeB8w9CcAEnWhm.png:largeQuote:
Closing your ticket was not a decision we came to lightly
Retweet if possible
https://twitter.com/ryanruel/status/...579776/photo/1 -
09-06-2013, 06:30 PMTowerDeschain
I logged immediately into the Square Enix chat when it went up at 1am, 2.5 hours later I am number 3 in the queue. I am about to make this CS rep have a very, very bad day.
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09-06-2013, 07:04 PMTowerDeschain
Annnd there it is again.
This is after logging IMMEDIATELY when the chat service went up. So much of my time wasted. I am going to fucking vote with my wallet and get a goddamn refund and never play a Square Enix game ever again.Quote:
Status: Canceled
There are no agents available to chat with you right now. Please try again later.
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09-06-2013, 09:14 PMPorieI felt the same way when I was in your situation... I even said F*** it I'll just make a character on the wrong service account. But world's were closed and sever transfers would be open to low pop servers lol I couldn't even make a character to play with friends. I just waited until an agent was available.... If you're able to wait for your ticket to be answered then wait... If you're willing to start over just do it... If not you have to ride the horrible tech support train and it's going to be a bumpy ride lolQuote:
Originally Posted by TowerDeschain
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09-10-2013, 01:53 AMPorie
Looks like most people are fixed up.
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09-10-2013, 02:05 AMkrakkenpipeNot true. After all that waiting, they didn't do shit all for me.Quote:
Originally Posted by Porie
Agent Austin P: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: thanks :)
Agent Austin P: While I look over your ticket information, may I have your first name please?
You: Derek\
You: Derek*
Agent Austin P: Hi Derek, it seems that your issue is regarding registering to the wrong service account correct?
You: Correct. I accidentally created another service account when registering my game rather than adding it to my pre-existing early access account with all my pre-order items
You: It is a Windows PC version by the way
Agent Austin P: It seems that this ticket has already been added to the escalation list but please give me one moment while I verify.
You: Is it not possible to have the issue fixed right here rather than have my ticket escalated? I have been seeing users on the forums have their issues fixed directly
Agent Austin P: I verified that it is in our escalation list. You will be informed by e-mail when the issue has been resolved. We do apoplogize for any inconvenience.
You: There is nothing you can do about my issue right now? Like merging the 2 service accounts? i have been waiting for weeks
You: And trying to get through to support since the day after the game came out
You: Users on the forums were just able to have their accounts merged directly in live chat
Agent Austin P: Unfortunately I cannot as this will cause problems when it is fixed via the escalation list.
You: Can I be removed from the escalation lis then?
You: I'm sorry but this is just ridiculous
You: I have been at this trying to get it solved since the day after release, adn this is the first time I have even been able to reach an agent
Agent Austin P: That is not possible at this time.
Agent Austin P: Do you have any other issues that I can assist you with?
You: No offense, but this is the worst customer support I have ever seen. YOur customers are being treated horribly and waiting weeks, and in my case probably a month to use a product that they have puschased a week ago.
You: Can I be transferred to another aganet?
You: agent*?
You: every other case I have seen on the forums has been solved even with an escalted ticket
Agent Austin P: I do understand your concern but you did agree to the terms as it does state that this process can take up to two weeks.
You: I do not understand why only me personally cannot have my issue resolved through live chat while many others have
Agent Austin P: Their is nothing that can be done at this time. Please be patient as this is a high priority.
You: that HAVE had their tickets escalated
Agent Austin P: As I stated, your ticket is already being worked on at this time. You should have a response as soon as this issue is resolved.
You: Okay. Thanks