Mother's account is locked

[eternalstar01]

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?

[Lexia]

Well for one you can't buy the expansion on the mog station, only subscriptions and keys can be entered there. SE store and mog station are different places. I have personally never used phone support as chat support has always worked for me. As for the error what kind of error does it give you have you tried different browsers? Also yes unless you have a security token a change of IP will lock you out.

[eternalstar01]

I should clarify that sorry - I purchased the expansion via the SE online store, and had them send the reg code to her new email. I guess all that doesn't matter since the SE store is not Mogstation... so whether her new email worked or not for the store is irrelevant.

Just tried doing the chat support again to see the error - the error is, it doesn't even redirect me. I get into the form for chat support and it forces me to provide information for FFXI... I change the drop down menu to Square Enix Account, and I lose the chat form - it just redirects me to a FAQ. So I don't know what we're doing wrong there.

[Lustaria]

SE's support site is rather finicky and tricky to navigate. Although a quick google search showed the proper site to use. http://support.na.square-enix.com/co...382&la=1&fty=1

Not sure if this was the one you've been using, but the way it works is when you put in your issue, you get articles that would try and assist you, and if you still need further help, there would be other options of contact to choose from.

[eternalstar01]

SE's support site is rather finicky and tricky to navigate. Although a quick google search showed the proper site to use. http://support.na.square-enix.com/co...382&la=1&fty=1

Not sure if this was the one you've been using, but the way it works is when you put in your issue, you get articles that would try and assist you, and if you still need further help, there would be other options of contact to choose from.

Thank you! Fingers crossed!

[Lustaria]

Although if you log into Mogstation, there is an option to manage your account which brings you to an ancient-looking FFXI site where you SHOULD (I will fact check this after I make this post and edit accordingly.) be able to change the email yourself. I know this because I did this myself.

Edit: I was correct. Just highlight the tab 'Square Enix Account settings' and click 'Update Account Information' and it will bring you to a site that lets you change your email among other options. (They also seem to have updated the website since I last updated my email. It's not ancient anymore, lol.)

...Just hope your mom remembers the information required for the security question.