This is the extent of Square Enix customer support, spread the word.

[Kraggy]

NO one should be playing these games without at least the free token (provided you can run it on your phone). If not, buying the physical token is a wortwhile investment, considering how much you will potentially invest in the game. And they last a long time...mine is from the original pre-order batches and is still running just fine. And I logged in almost daily to XI for years, only out of game a max of maybe 10 or 12 months (part of that from the earhquake downtime), AND I used it in the 1.0 beta and have been using it since the 2.0 beta4 as well.

Tokens are a major PITA, especially when web forums like SE's log you out when you leave them and so have to log in again and use the damned token. Logging into one's account and the game is fine, but I'm not going to piss about with the damned thing just to log into their forums, life's too short for that.

[MisaCeliousa]

Tokens are a major PITA, especially when web forums like SE's log you out when you leave them and so have to log in again and use the damned token. Logging into one's account and the game is fine, but I'm not going to piss about with the damned thing just to log into their forums, life's too short for that.

really? I'm always logged in on the forums o.o

[Eylev]

Tokens are a major PITA, especially when web forums like SE's log you out when you leave them and so have to log in again and use the damned token. Logging into one's account and the game is fine, but I'm not going to piss about with the damned thing just to log into their forums, life's too short for that.

Really..? i always logged on to the forum.. after i keyed once..

[Ryuko]

I'm really hoping your girlfriend will be 'okay' considering she called BEFORE the account was suspended AND she provided information (such as that there was a suspicious character on her account she didn't recognize). If the investigation was opened before the cut+paste e-mail she received, then it shouldn't seem very fishy when she calls to contest the e-mail. I would suggest keeping on top of it and calling the support line again tomorrow. It's frustrating and it's a hassle you shouldn't have to deal with, but if I were in the situation... I would just want my account back. =/

As far as the account being 'suspended'... this is not the best terminology for SE to use. Something that is 'suspended' is only temporary. Yet, SE goes on to say that it is permanent and no other FFXIV accounts may be made in your name. THEN they go on to say that you can contact them if you believe the action to be in error... So, at least you know her character wasn't wiped (even if it has been locked). Unfortunately, I don't know what type of measures they can take to restore her gil/equipment, if she had anything of value.

[KisaiTenshi]

Tokens are a major PITA, especially when web forums like SE's log you out when you leave them and so have to log in again and use the damned token. Logging into one's account and the game is fine, but I'm not going to piss about with the damned thing just to log into their forums, life's too short for that.

really? I'm always logged in on the forums o.o

Really..? i always logged on to the forum.. after i keyed once..

Same, I'm always logged in. Even after two reboots. I also didn't tick any "save" box AFAIK.

The part that is obnoxious is having to login "twice" to get into the forum.

Anyway, the tokens should be mandatory for all games. I've never been hacked, ever. I've been on the internet for almost 20 years. When people were still using Win95/win98 hacking was rampant because the nature of the OS just wasn't secure. WinXP is far better, but the stock configuration, still is not secure enough. Vista and 7 actually prompt you before running things that are suspicious and are a lot more safe.

That said... hacking is almost universally a result of email skimming or shared passwords if you weren't doing something nefarious. You can get gmail and such to do SSO two-factor authentication as well, but unfortunately it's extremely convoluted to do. https://support.google.com/accounts/answer/180744?hl=en , basically having to enter the second password every time you use a new machine... or erase the cookies from it.

[JowyAvilon]

I'm really hoping your girlfriend will be 'okay' considering she called BEFORE the account was suspended AND she provided information (such as that there was a suspicious character on her account she didn't recognize). If the investigation was opened before the cut+paste e-mail she received, then it shouldn't seem very fishy when she calls to contest the e-mail. I would suggest keeping on top of it and calling the support line again tomorrow. It's frustrating and it's a hassle you shouldn't have to deal with, but if I were in the situation... I would just want my account back. =/

As far as the account being 'suspended'... this is not the best terminology for SE to use. Something that is 'suspended' is only temporary. Yet, SE goes on to say that it is permanent and no other FFXIV accounts may be made in your name. THEN they go on to say that you can contact them if you believe the action to be in error... So, at least you know her character wasn't wiped (even if it has been locked). Unfortunately, I don't know what type of measures they can take to restore her gil/equipment, if she had anything of value.

Yeah, we've been trusting of other things posted by others and giving Squenix the benefit of the doubt that the email she got that caused this out rage is just a copy pasta blanket email that gets sent out when the investigation starts, but over the past couple of days, I am starting to have my doubts and have been seeking out if this is true before I do call them back cause she doesn't want to wait on the line again for hours for no reason.