https://support.na.square-enix.com/c...p?id=5382&la=1

Can try live chat: Chat Support is available Monday through Friday 9:00 - 18:00 (Pacific Time) (Excluding holidays)

Use the above link, fill out the fields and select next to indicate the listed topics do not help you. You'll be shown the option to open live chat.

I had a similar issue. Turned out while the emails were 'the same', one started with a capital.