The title explains the issue we are having with a physical copy of Final Fantasy XIV Realm Reborn I've bought for my girlfriend.

She registered her code on the website, and yet, the launcher nor the website wants her to log in properly, it keeps displaying the error below :



Also, when logging in the Mog Station, no service account is shown, this is very wrong, she told me to have run the same proceedings as me and when I've tried to register her code on her account, it keeps saying that it has already been registered !

Someone has already experienced this kind of issue ? I would be glad to have some help please, we got no response from the support : (