I'd try their phone support or maybe email if what you are doing isn't working. You'll be waiting awhile on the phone but they are usually helpful when you finally get through. If you email them you can just go about your day and check in when you can for a response.

I would also like to link this for you:

https://na.finalfantasyxiv.com/lodes...4c17f1e3b72727

It's been going on for months now.