Suspended account...now terminated?

So a lot of us have had our accounts suspended due to the hacking, but this morning I received a great email informing me that my service account has been terminated.

I had put in three tickets, and have attempted chat support three times as well.

So, thanks SE.

Does anyone know if I can recover my service account now that it's been terminated, or should I just add this game to my fucket list?

Well if you find out, let me know, I've been waiting a week with nothing but auto-responses days after I ticket.

Quote:

---

Originally Posted by Covertghost

Well if you find out, let me know, I've been waiting a week with nothing but auto-responses days after I ticket.

---

The problem lies in the fact that someone made another character simply for RMT, that's what it was based off of. "I" had broken the ToS.
So now I see the darker side of the RMT problem. People are reporting them, and people with compromised accounts are getting their service accounts terminated before they can even get their suspensions worked out.

I can only assume this is going to be my fate as well. My accounts been suspended since the 18th, with no word yet. I even tried calling SE a 2nd time....but of course they can't tell me anything and i will be notified by email. I couldn't wait for this game, and i played the sh*t out of it till my suspension. And now it's ruining it for me, even if i get my account back idk if im really gonna feel like playing.....idk hope everyone who was wrongfully suspended get their accounts back. GL ^^

Quote:

---

Originally Posted by I_Sour_I

I can only assume this is going to be my fate as well. My accounts been suspended since the 18th, with no word yet. I even tried calling SE a 2nd time....but of course they can't tell me anything and i will be notified by email. I couldn't wait for this game, and i played the sh*t out of it till my suspension. And now it's ruining it for me, even if i get my account back idk if im really gonna feel like playing.....idk hope everyone who was wrongfully suspended get their accounts back. GL ^^

---

Yeah, I really hope I can get my account back. Good luck on getting yours back.

Kind of sucks that I only got as far as level 12 before this happened. SE hates money, apparently.

If your account is terminated how are you posting? o.o?

I haven't tried logging out of my forum account...

Lodestone reflects that you're banned by saying you have no eligible character, but these forums seem to save what you had picked.

Quote:

---

Originally Posted by I_Sour_I

I can only assume this is going to be my fate as well. My accounts been suspended since the 18th, with no word yet. I even tried calling SE a 2nd time....but of course they can't tell me anything and i will be notified by email. I couldn't wait for this game, and i played the sh*t out of it till my suspension. And now it's ruining it for me, even if i get my account back idk if im really gonna feel like playing.....idk hope everyone who was wrongfully suspended get their accounts back. GL ^^

---

Use the web chat to inquire about your account, don't phone. I can't tell you how utterly useless phoning a company that deals primarily with internet-based services is. Web chats go to queues and agents can handle 2-3 at a time, and takes less time (once you get through.) Phone results in one agent that is eager to get rid of you, because you called them to complain about something they have no control over, and they can't send you to anyone who does.

*worked for a different tech company, that is exactly how it is*

If you are suspended, do -NOT- rely on email to resolve an issue, because, you will only get copypasta or auto responses. The reason you get these is because customers don't read, and policy is to not tailor helpful emails at first or second contact. You can follow-up to any email sent, but it will only throw it to the back of the queue. Wait your turn or use the webchat.

Don't phone. The webchat people if they need to verify your account have the option of phoning you. That's how other places verify account-take-overs.

Quote:

---

Originally Posted by HiirNoivl

If your account is terminated how are you posting? o.o?

---

Quote:

---

Originally Posted by Covertghost

I haven't tried logging out of my forum account...

Lodestone reflects that you're banned by saying you have no eligible character, but these forums seem to save what you had picked.

---

This. I tried logging in on a different computer and forums won't accept it lol

Where is the web chat?

I've looked for ages, and all I can find web chat for is final fantasy 11 support.

D: I sure hope you guys get your accounts back!

I've been getting some phishing emails lately. I was weirded out wondering why i was getting emails from SE to confirm my email address on my account? When i did some digging, i found out that it's a scam.

If you get a "legit" like emails from SE (was something like autoinfo_eu@square-enix.com something like that) look at the account url they post in the top of that email, that looks like it's real. If the http part says "http://" instead of "https://" then it's a fake and you should dare not click a link in that email. I've been sent two so far, and noticed something was fishy once it was telling me to confirm an email that wasn't the one i was using on my account (though still a another email i use, just not my main one).

If they reopen your accounts, get the security token as fast as possible linked, can use the free app one. And remember to SAVE the emergency removal code it gives you after you successfully install it!

Good luck to you guys!

Quote:

---

Originally Posted by Covertghost

Where is the web chat?

I've looked for ages, and all I can find web chat for is final fantasy 11 support.

---

I haven't had to use it, I just know it's there. I seem to recall someone else saying that the FF11 webchat can also be used for FF14

If you follow the SE account compromised link, you end up here
https://support.na.square-enix.com/c...c=405&subject=[Support%20Form]%20FFXIV%20Game%20Data%20Recovery%20Request

Quote:

---

After submitting a request for assistance using this form, you will be asked to submit documentation in order to verify your identify.
Please note that we will not proceed with the investigation and game data recovery process until we receive this documentation.

* We accept copies of the following as forms of identification:
Driver's License
Insurance Card
Passport
Resident ID Card (issued within the last 3 months)
* Copies will be carefully disposed of after being kept securely for a certain period of time.

---

Also
https://support.na.square-enix.com/f...bject=takeover

Quote:

---

As set out in Article 5 of User Responsibilities of the Square Enix Account User Agreement, management and security of one's Square Enix ID and password is solely the responsibility of the user.
If you think that the account has been accessed by an unauthorized third party, please contact us by visiting the SQUARE ENIX Support Center. We will perform our own internal investigation to determine whether or not there was unauthorized access, and do so as quickly as possible.

---

Which then says "click additional assistance button" which none exists.

I really hate knowledge-based support systems, they're about as useful as slamming a door on your hand.

Quote:

---

Originally Posted by Talihina

This. I tried logging in on a different computer and forums won't accept it lol

---

I see. I'm very sorry for your loss. :(

Quote:

---

Originally Posted by Rawrrior

If you get a "legit" like emails from SE (was something like autoinfo_eu@square-enix.com something like that) look at the account url they post in the top of that email, that looks like it's real. If the http part says "http://" instead of "https://" then it's a fake and you should dare not click a link in that email. I've been sent two so far, and noticed something was fishy once it was telling me to confirm an email that wasn't the one i was using on my account (though still a another email i use, just not my main one).

---

US is autoinfo_us@account.square-enix.com but will come from support_na@square-enix.com

If you send email to the latter without the ticket ID in the subject, consider it lost.

Quote:

---

Originally Posted by KisaiTenshi

US is autoinfo_us@account.square-enix.com but will come from support_na@square-enix.com

If you send email to the latter without the ticket ID in the subject, consider it lost.

---

It was a phishing email that is forging the real email. The URL for account management in the email was a fake. Was just letting others know to be extra careful with emails that seem a little strange to you from SE, even if the email looks like the real deal.

I don't have any tickets open or anything of the like. Was just very odd to me to get those emails to verify my email adresses till i googled and noticed SE posted something about phishing emails being sent out. The email contents its self looked legit, just the https:// part was missing the S, which they said if it is, it's probably a phishing link.

Thank goodness i didn't click it ~__~;

Good luck with your problem, try and try again I suppose is the only option.

Even tho i trashing this game and never play it again,
I tried to get a support guy on my case

this is what i got as replies

Quote:

---

Status: Connected
SEE Dominique (Listening)
SEE Dominique: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hey
SEE Dominique: Hello! I understand you are having a problem with your account?
You: ye
You: RMT hack
You: so you guys suspended my account
You: didnt receive any mail about it
You: been days since i could login
You: And i didnt use a password that is used on other sites nor its linked to me since its a generated password with numbers and letters
You: so i'm a bit worried about the security
SEE Dominique: I'm sorry to hear that. Unfortunately, if somebody was spamming RMT (real money trading) from your account, your account would have been banned permanently. Now that you have contacted us, if you believe your account was hacked and you were not at fault, we can open a compromised account case for you to try and re-open your account.
You: ok... and how about the lost time?
SEE Dominique: Unfortunately we cannot refund any lost time, as we cannot be made responsible for somebody else logging in to your account. I understand this must be very distressing for you and I do apologise for the inconvenience.
You: and how can they hack my account if its a random generated password, i'm worried about my information on SE, creditcard details etc
You: has their been a breach? and is it fixed?
SEE Dominique: Their has been no 'breach' on our side. Unfortunately I would not know how a hacker gained access to your account. I can only recommend using a security token in the future, to generate a one time password.
SEE Dominique: *there
You: owke... guess thats the only solution than
You: so how long will this take to get my account back
SEE Dominique: I'm afraid with the current volume of demands it can take up to a couple weeks.
You: yeah thats what i guessed
You: so my FFxiv collector edition purchases has resulted in, no early access and no gametime
You: you get my frustration
You: i hope
You: because by the time you guys resolve this the included time will be over
SEE Dominique: Of course. It is very unfortunate and I wish I could do something to speed up the process. But I'm afraid RMT spamming is a serious violation and every claim must first be investigated by our head office.
You: i understand that, but by the amount of people that got hacked (as you just stated yourself) It kinda feels like a major scam, eventho i know its not the case
You: the forums are full with topics about this case, reddit is full with it
SEE Dominique: The high volume in demands is not just for RMT spamming, but other general issues as well.
You: i know it isn't just that
You: but if you look on the forum you know enough
SEE Dominique: I'm afraid there's nothing else I can do.
You: guess we will have to take it like it is, i guess
You: will i receive atleast a mail now
You: when it gets fixed?
SEE Dominique: Of course. We will be in touch with you vie email once we know more. But first I need to take details and such, so we can create your case. Would you like to start?
SEE Dominique: *via

---

Dominique seemed understanding and regretful... but as he said, these are serious violations and must be investigated by someone higher up than him. You really can't expect them to help you. But what I would recommend is trying to contact as many people as possible and maybe getting the "head office" to take another look. Even though that may take even longer than the initial investigation. If it's not worth it to you that's understandable. :(

I'm at the point i couldn't care less what they do with it

During early access i had error after error
after 8 of the 30 days i paid for i get locked out of my account and now they expect me to add more gametime for being able to play again...

I just don't like to be scammed, even if its not directly their fault

It's been two weeks now for my husband, since he called SE support. Still not even an email to gain information from him yet. So I hope you're ready for a wait. We've already decided to move on. I didn't renew my sub, and he wont be, even if he gets his account back.

Quote:

---

Originally Posted by Aydem

I'm at the point i couldn't care less what they do with it

During early access i had error after error
after 8 of the 30 days i paid for i get locked out of my account and now they expect me to add more gametime for being able to play again...

I just don't like to be scammed, even if its not directly their fault

---

I would at least attempt to get a refund for the game purchase. It's worth a try. I had a friend who got a refund after the first week of launch because of all the problems.

Quote:

---

Originally Posted by Aydem

You: has their been a breach? and is it fixed?
SEE Dominique: Their has been no 'breach' on our side. Unfortunately I would not know how a hacker gained access to your account. I can only recommend using a security token in the future, to generate a one time password.
SEE Dominique: *there

---

http://semiaccurate.com/assets/uploa...Did-There..png

I've had my account closed for about 2weeks now with no resp from the tickets i've sent through. I spoke to chat support and they supposedly sent it to head office -.-

Once on the page Contact Category & Detail, please select:
Contact category: Account/Billing
Contact sub-category: ID / Password Recovery

theres a SE account selection for that. use it. my account been suspended as well since 13th sep. only got a reply "wait for further investigation and SE will send you email hopefully lift the suspension" -_- what a good service.

If I get hacked I am done with this friggin' game.
My best friend's friend on Goblin got hacked too just last night.
I mean this is pretty much my first P2P game I am paying on my own and I kinda don't wanna get screwed over
paying the CE, paying for a sub I can't even play in and if it takes x amount of weeks, I'm still paying a sub I can't even log into. I dunno what to tell my friend since a lot of users are getting hacked too. Gotta be one of the worst launch in history of MMO's in a months time. There is just so much crap going on y'know?
Game ain't been out a month of the door...

Quote:

---

Originally Posted by Talihina

So a lot of us have had our accounts suspended due to the hacking, but this morning I received a great email informing me that my service account has been terminated.

I had put in three tickets, and have attempted chat support three times as well.

So, thanks SE.

Does anyone know if I can recover my service account now that it's been terminated, or should I just add this game to my fucket list?

---

It sucks that your account was terminated. My husbands account was un-suspended today, making it the 11th day after it got hacked.

I would try for live chat or phone support again. This time you aren't just waiting, they've made their decision so hopefully if you put up enough of a fuss to claim it they'll give it back.

Do not be discourage about your account. When i call them on the phone the guy told me they will investigate it and he said that i will get an email that my account is terminated, and that i should ignored it because they will be investigating it to get my account unsuspended. So he told me that its just a waiting game atm. So just keep trying!!

i hate to say this cause normally i would not advoate it... IF your 100 percent legit you did not do the RMT... And they terminate your account with out re in statement.. Despite the charges for the game with your credit card company and get it reversed... You wont get your account back at lest you will get the money you spent on the game back...

The hackers are brute attacking peoples accounts, so use the tokens and another big one is they are using is , making pretend customers services systems. The customer support phishing systems is the big one there using , There making fake live chats and phone numbers that are like square numbers. Remember square will never ask for your email or your password if you got a chat that ask for that. Then you went to the wrong chat URL . This is a problem with square hidding all there contact information in there websites so it becomes the phishers dreams. This is why you see all banks,mmos and many other companies have there information easy to find. so you can go to there main website to get the right link. also be nice the got the cell phone option , for if isp not matching get a text message with a code that need to be put in.