Lost free 30 days for accidentally registered to the wrong service account?

[Loriniss]

I can't seems to find the contact via live chat service. Is it unavailable for EU clients ?

[Weswes]

After an hour and fifteen minute wait on the phone I finally got through to Europe Customer Support because I'm from the UK. Methods for North America may be different. Here is the information I gathered:

Once I got put through they asked me to confirm my SquareEnixID, answer a security question, and then asked me what the problem was and if I had a ticket number (I think having a ticket number helps!) After confirming the issue with the Support Representative they then "escalate" the problem to Head Office by sending them a message stating the problem. Head Office then do their thing and send a message back to Customer Support saying what they've done. Then Customer Support send an e-mail back to us, the customer, telling us what to do to resolve the problem.


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All in all these are the steps I undertook (Using some stuff EmilyW314 wrote earlier), and the information I got from the brilliant Support Representative I spoke to:

Web Stuff
1. Go on http://support.eu.square-enix.com/ - Link is for Europe.
2. Click on Square Enix Members on the bottom right
3. Click on one of the FAQs link
4. Click the button "This did not answer my question" at the bottom of the page
5. On the form, choose Account/Billing as the category and any sub-category you want, fill in the contact detail and hit next
6. Hit next on the page
7. you will be asked to choose one of the 3 options, email/chat/phone (Note that they only open 9am - 6pm UK time Monday to Friday)

Live Chat/Phone Call - I did a phone call hence why I have listed the phone steps here. Live Chat works in much the same way I imagine.
8. Call Customer Support
9. Follow Numberical Options for FFXIV (I think it was "Press 1)
10. Wait on hold. It took me 75 minutes.
11. Once connected you'll have to state your SquareEnixID, answer a security question.
12. Once confirmed you are the account owner they will want to know the problem and any ticket number you have.
13. The Support Representitive writes a message to Head Office stating what needs to be done. They call this "escalating". They did this whilst I was on the phone with them.

Square Enix - Warning, this section could take days judging by other reports in this thread. My representitive said whilst they would try to resolve it as quickly as possibly they couldn't give a clear timeframe.
14. Head Office receives message and resolves the issue.
15. Head Office contacts Customer Support saying they have finished.
16. Customer Support will then contact us, the customer, by e-mail with the steps we need to do to correct the issue from our end.

Web Stuff
18. We then follow the steps given to us in the e-mail to resolve the problem.
(We will then likely have to enter a new Game Activation Code that they send to us in the e-mail. This should be done via the MogStation in the CORRECT Service Account this time! - This isn't confirmed.)

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For the record I had a brilliant representitive on the phone. I believe her name was Amy (I didn't hear perfectly as I was rather startled someone was speaking to me and I wasn't hearing elevator music!) - she answered all my questions clearly and concisely and was generally very understanding of the problem and keen to help. If I could find a way to tell her superiors to commend her I would.

Whilst we are all frustrated, the nicer we are to the Support Staff generally the more helpful they will be.

Hope this post helps some people. Good luck.

[AsheDalmasca]

Honestly, how are you all ok with this god awful company? I payed 40$ for this god awful game and I can't even play because of their atrocious website design? When I get through to live chat I'm not even going to bother asking to merge accounts, I'm getting a refund on the money I spent on this dogshit excuse for a video game. Square enix is the worst company I've ever had the displeasure to deal with.

We are not okay with it either. We just hope we will get it fixed so we can still play it. We enjoy the game even though the service is quite horrible. Plus, service is horrible with a lot of companies. Not just games. Try getting your phone repaired and actually getting it back to you without calling them 3 or 4 times...

[Insainbutterfly]

this is fucking ridiculous. I just stayed up four goddamn hours for this shit only to be cancelled on one again.

[delta9]

I CAN NO LONGER PLAY!!!!!!!!! THIS IS DISGUSTING SQUARE ENIX ARE UTTER CRAP, I HAVE PAID TO PLAY AND I CAN NOT PLAY - TOTALLY UNACCEPTABLE!!!!!!!!!!!!!

[Tamoa]

Whilst we are all frustrated, the nicer we are to the Support Staff generally the more helpful they will be.

This is very true, no matter how upset you are, being rude and all "omgwtffixthisshitrightnow" won't help in the slightest. The agents aren't responsible for this issue and yelling at them will get you nowhere.

[delta9]

26 hours since this got escalated for me and it is still not fixed, EU are 2nd class customers it seems as usa players get fixed in 12 hours!!!

[Whitefall]

200 pages, mine still not fixed =(

[FireAza]

Got to the end of the live chat queue, only to be told no one was available and had it cancelled. Back to position 94...

[Loriniss]

There is no any other options now besides "contact via email" in support center for me (EU client) -_-