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

[beater49]

I have great news everyone! I called the support line as soon as the clock on my struck 12pm EST. my call was answered within a matter of minutes. I reached Daniel and he was able to give me a new ps3 code on the spot. I asked him what the best way of getting this issue resolved was and he said to call/use live chat. He knows people are getting disconnected but he admits that it's the fastest way to see results for everyone! Going to go enter my code now! Wish me luck!!! X)
Also: PS3/NA
physical CE
made my ticket on the 28th or the 29th
Never got it escalated because I could not get through

do you think they might give the codes on chat support too?

[Porie]

http://forum.square-enix.com/ffxiv/t...e-account-tips

Everyone who is from North America should really try chat support right now it's been open for 34 minutes.... Now is the best time.... Call.... Or start up a queue.... Your chances are high right now... Don't wait..... If you're at work just use your smart phone if you have one. Good luck everyone!

[Clicked]

I started off #3 in queue... something is not right... or very right... I can't tell.

[Ahye]

Finally, after waiting another 2 hours today I managed to get in touch with a human being at approximately a hour hour after their opening time. The person asked my name, then after about a 3-4 minute wait, fixed my account while I was online. I confirmed that in the mog station. It now shows CE registered, items for CE and EA, and the time was reset to 30 days. So they are there and fixing stuff today. And in case anyone asks, I have PC version purchased from the SE store as a digital download.

[Porie]

do you think they might give the codes on chat support too?

If you're talking about ps3 codes I don't think they can... You have to wait for Sony to email you one. All square enix can do is escalate your ticket. Read my thread I started to further help people understand the matter.

[Hyunseo]

I suppose that it generally takes a week for codes to come to those who got their tickets escalated [NA/PS3].

[beater49]

If you're talking about ps3 codes I don't think they can... You have to wait for Sony to email you one. All square enix can do is escalate your ticket. Read my thread I started to further help people understand the matter.

was the email with the code from Sony? but i thought SQEX sent the emails...

[Fara]

Greetings everyone,

First off I would like to apologize for taking so long to get information to you regarding the troubles you're all experiencing with having the wrong service account registered (or by creating a new service account accidentally). We know how extremely frustrating it is to be unable to play with the characters you wanted to because of this issue and I want you all to know that we are taking this matter very seriously.

I also want to assure you all that you will receive your full 30-days of trial time when our Support Center moves the registration to the appropriate account.

First and foremost, we need users that are affected by this to fill out the appropriate form for their region. Please be sure to fill our the form properly as incorrect information will lead to delays in the process:
North American users: http://sqex.to/jpG
European users: http://sqex.to/ZZV

Please note that you'll only need to submit the form once, as we'll be able to address it based on the information we receive. Submitting multiple copies of the form will only serve to increase the time it takes to reach affected users.

To better address the backlog of users that are experiencing this issue, we are implementing improvements that will allow us to provide speedier support to customers with both PC and PS3 service account issues.

I would like to ask users that are affected by this to refrain from using phone numbers posted online to reach non-Support Center channels. The phone number being posted has no relation to the Square Enix FFXIV department, and, as a courtesy, users are simply being transferred to the already existing phone queue. The fastest way to receive support is by using the Square Enix Support center chat, phone, or email channels, and attempting to bypass these will actually result in a longer wait for you.

We sincerely apologize for the time it's taking to address this issue and for the frustration that it is causing each of you. We are working diligently to address the backlog and are looking forward to getting you all into the game as soon as possible.

Firstly, I have not read the last 30 pages or so (popped up since I last checked this forum but have been otherwise following it since page 1, yay lurking haha) so apologies if this is repeat! I just wanted to convey what I knew and my experience to hopefully alleviate some anxiety.

For those of you still waiting, my account has been fixed: NA PS3 Standard Edition, preordered on PSN on 8/21. I received the email with new code last night around 10:15PM EST. I have not been able to see my ticket on SE's support website (because I was not signed into my SE account when I submitted it). However, that is the ticket that was cited in the email. (For those of you wondering about that. I did make an additional ticket on 8/29 after signing into my account so I could view it in ticket history and contacted support again on 8/30 (3.5 hour wait on phone line that time) with new ticket and the rep I spoke with attached it to the original claim.) My initial escalation was on 8/28 or 8/29 (after about 8hours on hold, about 30minutes after the close time for the support center).

My original ticket actually had the wrong birthdate on it (however, I confirmed the correct birthdate on the phone with customer service rep). As well, the ticket I could view, after it was escalated, was closed and had:

Platform: Windows
Title: FINAL FANTASY XIV: A Realm Reborn
Outline1: Account
Outline2: Registration Information

displayed at the top of the page. (Again: PS3 user.)

I never was able to get on live chat with an agent (using both the link and using my ticket number as well as using the Billing->Account-> Additional service route). I spent a total of around 11hours on hold (cumulatively, not consecutively) using the phone. I used the (310) 846-0345 number, Option 1. My first attempt was 5 minutes after opening time and received busy signal for about an hour (hanging up and redialing).

I never received any other emails from support apart from the generic "we have received your ticket" email. I also have not, as I'm currently typing, received the additional 7 days on the correct service account (the unintentionally created one did however) but I did receive the full 30 days.

Since I was rather anxious about registering (for fear of accidentally doing the same thing again hahh...): as far as registering the code goes: you enter the code given to you in the email on your PS3 under account management -> redeem codes. You then launch FFXIV, log in, and click the play button. It should then pop up with the user agreement, agree and click next. The next screen should display your service account with your characters and all other special designations that have been attached to it (for example, I was in closed beta and had early access and both of those were reflected). The option to select it is a little bubble thinger to click. Do not click add new service account again (I'd hope though we'd have learned that by now in reading this forum hah). Scroll down after selecting the service account you want to tie the XIV key to and click next. It will display a screen confirming your selection. Click next again and you should be done and able to log in!

Anddd tl;dr:

Problem: Wrong Service Account
purchase: PS3 Digital Standard
vendor: PSN
Region: NA
date of escalation: original ticket 8/28 or 8/29
contact option used: Phone (310 846 0345, Option 1)
Code received via: e-mail
Code received on : 09/04/2013 at 10:16PM EST
Code type: 12 digit
ticket status and indicated platform: Closed/Windows
other problems encountered(if any): Pre-ordered on 8/21 and had no problems except the incorrect registration

Sorry for insanely long post!

Edit: the email was from SE and not Sony

[Porie]

was the email with the code from Sony? but i thought SQEX sent the emails...

Nope... Like I said square enix doesn't get you the new code... Sony does.

http://forum.square-enix.com/ffxiv/t...e-account-tips

[beater49]

Nope... Like I said square enix doesn't get you the new code... Sony does.

http://forum.square-enix.com/ffxiv/t...e-account-tips

you're such a troll. i mean read the post above yours. she actually received an email and its from SQEX and not sony. pffffft