Locked Account? No Support?

[Minandreas]

I just started playing and I recalled one of my good friends really liked this game and was playing it a few months ago. So I asked him if he wanted to join me and he was all fired up to do so.

But his account is locked up or something... And the technical support via web is apparently down. There is a temporary phone support set up apparently, but they are only open during conventional office hours. When he is at work and can't be making phone calls about a video game...

Sooooo, he is pretty frustrated. And I am pretty frustrated because an MMO is kind of boring without a buddy. How can he get this issue resolved? You've got 2 monthly subscriptions coming your way SquareEnix... If you can actually offer some basic support to your customers... Obviously neither of us are interested in continuing to play a game that can't offer basic support...

EDIT: Ok, I was confused about the problem. He can access his account. It just tells him he doesn't own the game... He clearly owns the game. So what does he do about it?

[Ddmk]

Should have sent a email to unlock/change password when he tried to log in

[Minandreas]

Should have sent a email to unlock/change password when he tried to log in

Thank you for the reply. I mentioned that to him and apparently I was confused about the problem... He can get in to his account. It just tells him he doesn't own the game. But he got to a level 30 THM just a few months back... clearly he owns the game.

[Minandreas]

Is there really no support for this issue...? *sigh

I talked to him in more detail about it yesterday. Ultimately the problem is when he goes to log in it tells him the user ID is wrong. He's tried every ID he can think of. When he tries to use the 'Forgot ID/Password' link it tells him the internet support is down and to try the hotline. Which as stated, he can't, because their hours of operation are while he is at work. When he tries logging on to the website it lets him, but it tells him he doesn't own the game.