Baopee, if you would like to significantly reduce the chance that your login will be locked in the future, you may add a security token using the Square Enix Software Token app on your smartphone or by purchasing a physical security token.

Certain activities such as trying to log in from an IP address outside of your normal geographic area often cause a Square Enix account to be locked until the password is changed or customer service is contacted. However, accounts with an active token rarely experience such disruptions, and if you have one you will receive unlimited free teleports to a location of your choice.

If you have already activated a security token, please disregard the above and sorry for the confusion.

I wish you the best of luck in figuring out where your order went.