SE's support site is rather finicky and tricky to navigate. Although a quick google search showed the proper site to use. http://support.na.square-enix.com/co...382&la=1&fty=1

Not sure if this was the one you've been using, but the way it works is when you put in your issue, you get articles that would try and assist you, and if you still need further help, there would be other options of contact to choose from.