Another "Suspended without reason" email : 216 hour suspension.

[Popanu]

This email is regarding my girlfriend's account. She was suspended for 216 hours without reason. Calling Square Enix yielded no results, as the issue lies outside of the "customer support" department. Contacting a GM also yielded no results, as once again the issue isn't their concern.

If the issue of my girlfriend's account being suspended isn't an issue of the customer support or game master, whose is it? Is Yoshi P solely responsible for investigating accounts under suspicion?

I have a theory as to why her account might have gotten suspended for this duration: She was constantly getting kicked offline, over 10 times. I'm thinking her account was hacked. I checked her computer for spyware / malware / viruses / etc and I found nothing. Her computer is up to date with all the latest definitions, so the likelihood of this being the issue is small.

If anyone can help, please do.

Have a great weekend.

[Discordia]

This email is regarding my girlfriend's account. She was suspended for 216 hours without reason. Calling Square Enix yielded no results, as the issue lies outside of the "customer support" department. Contacting a GM also yielded no results, as once again the issue isn't their concern.

If the issue of my girlfriend's account being suspended isn't an issue of the customer support or game master, whose is it? Is Yoshi P solely responsible for investigating accounts under suspicion?

I have a theory as to why her account might have gotten suspended for this duration: She was constantly getting kicked offline, over 10 times. I'm thinking her account was hacked. I checked her computer for spyware / malware / viruses / etc and I found nothing. Her computer is up to date with all the latest definitions, so the likelihood of this being the issue is small.

If anyone can help, please do.

Have a great weekend.

You can always check the Free Company to see when your GF last logged on. If the time does not correspond with her activity, then yes, more than likely, she was hacked. If that's the case, then you need to put in a request for account recovery, which has it's own form on the support site.

Also check for any emails she may have gotten ... like phishing attempts. Also, just because one check turns up negative, it could be that whatever you're using does not work, so use another scanner.

[Selyndria]

With the way the authentication in the game works you only need visit a website such as one for game info and you can be hacked. From what I understand the site can have an embedded script that can acquire the current handshake key and then a hacker can access your account, never needing to know your id or password. I use a token but if I ever want game info I use my iPad.

[Avurach]

Greetings,

It seems that there have not been any further posts about this concern being an ongoing issue. Because of this, we are considering it to be resolved. If this does continue to be a concern, please create another thread to further discuss resolutions or contact the Support Center at http://support.na.square-enix.com for assistance. Thank you!