So my mother decided she wanted to join me in game. We logged into her old account via mogstation with no problems. We bought the Stormblood Complete addition, registered the product, activated a subscription, AND applied my recruit a friend code, all with no issues.

I downloaded the launcher and proceeded to log in with the same account details and the launcher locked her out, citing suspicious activity (this was all done using her computer, by the way - not mine).

Unfortunately, there are a couple of issues - she no longer has access to the email she originally had associated to her service account. I didn't even think to check her email on mogstation, it let her purchase the PC download on her new email.

We have changed ISP's since she last played the game. Probably is what caused the lock-out, is my guess.

Sadly, she is unable to reset her password (no access to old email). She did open a ticket via new email address, but the wait is excruciating. It took SE days to get back to me last time I used it.

She is currently on hold with SE's phone support, but this morning she waited an hour before having to leave the house.

Chat support keeps giving us an error, so we can't even access it.

So I guess the question is - is the phone support the only way she's going to regain account access at this point? Is there anything else we can do to circumvent the eternal on-hold?