Suspended Accounts?

Has anyone gotten any word from SE about when they will get their accounts un suspended? Has anyone gotten their accounts back from suspension from being apart of the security breach and the RMT spamming?

I've heard some people say they've gotten them back.

I was last able to log in 9/9/13 and still don't have my account back.

none that I know of, I made this same post yesterday and no one has gotten their accounts back

My account has been suspended too since 13th sep 2013. Been making 6 tickets to SE. Today finally able to reach their chat support. They only mentioned will investigate further and wait for SE email. My other concern regarding this is, how about our payment for the sub ? We are not able to play the game since xx days ago.

It hasn't happened to me but I've heard of it happening to loads of folks and they're all getting the same sort of struggle just to get any kind of help, it's ridiculous really. Someone I know called their support and they literally told him 'it could take up to 6 weeks' as they have to forward the info to Japan, 6 weeks is a pretty long time :/.

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Originally Posted by Nev

It hasn't happened to me but I've heard of it happening to loads of folks and they're all getting the same sort of struggle just to get any kind of help, it's ridiculous really. Someone I know called their support and they literally told him 'it could take up to 6 weeks' as they have to forward the info to Japan, 6 weeks is a pretty long time :/.

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hate to say it but 6 weeks seem allot shorter to me when it has to go all the way to japan, I mean when my Microsoft account got hacked i had to wait 2 months and it had to just go across the city XD.

And as for the subs, if they do it the way Microsoft did my account you will still get charged, it took them 2 months to investigate my Xbox account, when i finally got it back, i had the 2 months ticked off of my gold account.

Anytime it has ever happened to me it was always resolved within a week, two at most - so to me 6 weeks just sounds ridiculous. Seems to be happening to a lot of folks now too, which sucks, not too sure why it needs to be sent to Japan either, I would have hoped the US and EU offices could handle something like account investigations.

My husband just got his account back an hour ago, making it the 11th day since he got hacked and he sent in a ticket.

All together he sent in one ticket, used live chat twice, and phone support once.

As for the ticket, on day 5 he received an email telling him to use live chat or phone support. He'd already done that though and they couldn't do anything other then tell him to wait. It might have been good in making them aware he was actively trying to get his account back though.

On live chat he went into detail on specifically when he logged off the game, the RMT character that was created, and when he found his account has suspended. It was all in a 9 hour window. So I'd say if you do send in another email or do live chat again to get very specific with them about what you think happened and when it happened. Other then that it's just waiting and hoping.

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Originally Posted by Cirsce

My husband just got his account back an hour ago, making it the 11th day since he got hacked and he sent in a ticket.

All together he sent in one ticket, used live chat twice, and phone support once.

As for the ticket, on day 5 he received an email telling him to use live chat or phone support. He'd already done that though and they couldn't do anything other then tell him to wait. It might have been good in making them aware he was actively trying to get his account back though.

On live chat he went into detail on specifically when he logged off the game, the RMT character that was created, and when he found his account has suspended. It was all in a 9 hour window. So I'd say if you do send in another email or do live chat again to get very specific with them about what you think happened and when it happened. Other then that it's just waiting and hoping.

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Yes I did the same with 1 of my accounts. I called in and gave them specific and very detailed information including the RMT spammer character that was created. It was all done within a 10 hour time frame. They said ok they will investigate and give them about a week to fix it all and unsuspend the account

The reason why this is taking so long is because they only have one person in Japan that's in charge of compromised accounts, and everything has to go through him. Pretty sad.

I'm up to 8 days since my account was compromised. I've logged a ticket which they have responded to with notification that my ticket was "received properly", but beyond that I haven't heard a peep. My patience is beginning to wear thin, but I'm still hopeful of a positive outcome; I just wish it wasn't taking so long.

you need to call them, the ticket is not the proper way to handle it

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Originally Posted by Spoolx

you need to call them, the ticket is not the proper way to handle it

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According to their own KB articles, a ticket is the way to handle it. Also, I'm in Australia and cannot find any contact number for them anywhere.

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Originally Posted by Illurim

According to their own KB articles, a ticket is the way to handle it. Also, I'm in Australia and cannot find any contact number for them anywhere.

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You can read the threads in this forum and find that's not the best way to handle it.

How do you guys get to the actual live chat? when i select it and fill in the details i get to a screen giving my a ticket number, and telling me to have this available when i contact them, but no way to actually contact them, the only link takes me back to the start screen.

Also does anybody know what number to call from the UK?

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Originally Posted by kaiyouske

The reason why this is taking so long is because they only have one person in Japan that's in charge of compromised accounts, and everything has to go through him. Pretty sad.

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Can you even imagine how overworked that guy is?

Godspeed Japanese account master, hire some apprentices!

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Originally Posted by Illurim

According to their own KB articles, a ticket is the way to handle it. Also, I'm in Australia and cannot find any contact number for them anywhere.

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You'll have to call, your ticket will just come back 5 days later telling you to call them because it can't be handled over e-mail.

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Originally Posted by Norack

hate to say it but 6 weeks seem allot shorter to me when it has to go all the way to japan, I mean when my Microsoft account got hacked i had to wait 2 months and it had to just go across the city XD.

And as for the subs, if they do it the way Microsoft did my account you will still get charged, it took them 2 months to investigate my Xbox account, when i finally got it back, i had the 2 months ticked off of my gold account.

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Six weeks for a video game is too long.

Blizzard handled hacked accounts in two business days....and they have 3 million more players than FFXIV. Microsoft has about 800 million more users than FFXIV.


In this cyber day and age....the distance to Japan should have no bearing to the length to getting this resolved.

It has more to do with the company's inadequacies than land distance.

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Originally Posted by Annah

Six weeks for a video game is too long.

Blizzard handled hacked accounts in two business days....and they have 3 million more players than FFXIV. Microsoft has about 800 million more users than FFXIV.


In this cyber day and age....the distance to Japan should have no bearing to the length to getting this resolved.

It has more to do with the company's inadequacies than land distance.

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This.
For all the features SE/FFXIV has swiped from WoW they missed one of the most important: Blizzard's fast, transparent customer service. You can bag on WoW all you want but their customer service is so many lightyears beyond this noise it's incredible. I have numerous friends whose WoW accounts were stolen at various times and it never took more than 24 hours to have their accounts (and in-game items, and in some cases THEIR in-game items + ore, etc., mined by the RMT who stole the account) reinstated. Sometimes it took less than two hours. And Blizzard, and the WoW community, would never dream of this blame-the-victim horse hockey that's going on with XIV. "Oh your account was hacked. You must've gone to a bad site and got a virus lol."

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Originally Posted by GimmeAKitKat

How do you guys get to the actual live chat? when i select it and fill in the details i get to a screen giving my a ticket number, and telling me to have this available when i contact them, but no way to actually contact them, the only link takes me back to the start screen.

Also does anybody know what number to call from the UK?

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Once it gives you a ticket number a little button will appear that says start live chat, its small and hard too see but its there.

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Originally Posted by Covertghost

You'll have to call, your ticket will just come back 5 days later telling you to call them because it can't be handled over e-mail.

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It's been over 5 days and I've not received that. Also, as I mentioned, I'm in Australia - the only number I can find to call (from the packaging of the product) is a UK number, which I am unable to call (I don't have a landline at home, and my work mobile cannot make international calls). Aside from that, it's just not a fiscally sound investment; the call charge would likely (I'm accounting for the wait time that other people have advised in other threads of at least 1-2hrs) exceed me going and purchasing another copy of the game. I shouldn't have to do that to get support.

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Originally Posted by Covertghost

Can you even imagine how overworked that guy is?

Godspeed Japanese account master, hire some apprentices!

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Yeah I was pretty baffled when I was told this by a SE employee. If SE doesn't adapt to this constantly evolving market, it's not going to be kind to their revenue. They need to realize that Japan is no longer their most profitable market.

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Originally Posted by Illurim

It's been over 5 days and I've not received that. Also, as I mentioned, I'm in Australia - the only number I can find to call (from the packaging of the product) is a UK number, which I am unable to call (I don't have a landline at home, and my work mobile cannot make international calls). Aside from that, it's just not a fiscally sound investment; the call charge would likely (I'm accounting for the wait time that other people have advised in other threads of at least 1-2hrs) exceed me going and purchasing another copy of the game. I shouldn't have to do that to get support.

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Live chat doesnt carry phone charges

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Originally Posted by Spoolx

Live chat doesnt carry phone charges

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Correct. Doesn't work though. :)

I noticed I was hacked on 9/24 after I got home from errands. Account was suspended, did a ticket. Later that night it was terminated, got up early to do online live chat. The agent said that the account has been marked for investigation.