Error Code: i2501 - Can't add payment method or upgrade account

[Parms]

Hey all!

So I'm a new FFXIV'er and honestly it's been a pretty rocky experience. After leveling from 1-20 on the trial I decided to purchase the full collection via Mogstation. The initial transaction for $59.99 went through fine via my Amex. However I knew that I wanted to snag the Collector's Edition, as well as put my card on file so there won't be any interruptions to service. These seem like very reasonable things to do since I couldn't do them directly at initial checkout.

When I went to upgrade to collector's edition, I got hit with an Error Code: i2501. It happened in private browsers sessions, and even on my phone. When I contacted support they said it was a temporary block due to my account being so new, and to keep trying the transaction. Well I've been trying over the last day, and it still blocks me from doing *anything* with a payment. I'm nervous about continuing to try this per the SE support person's request, because other posters on Reddit have mentioned getting banned by the card processor for repeated attempts, so I honestly don't know what to do at this point.

I've never experienced such a difficult time giving a company money for a game. I would understand blocking an account temporarily if they were attempting to purchase tons of things at once, but doesn't it seem reasonable that a first time player would want to purchase the game, upgrade to Collector's Edition, and then add their card to the account for the monthly sub? I'm really not sure how to move forward here, and if I can't add my card to the account or upgrade to the edition I want, I'm not sure I want to get invested in this game.

Has anyone had a similar experience and could advise me on how to get this resolved? Thanks for any help!

[Hestzhyen]

http://support.na.square-enix.com/fa...la=1&kid=68617

Try the steps listed in this link. Whatever you do, don't keep trying again and again without reading the article or you'll have your card blocked for good.

[Parms]

http://support.na.square-enix.com/fa...la=1&kid=68617

Try the steps listed in this link. Whatever you do, don't keep trying again and again without reading the article or you'll have your card blocked for good.

Hestzhyen, I read the article and it doesn't describe my situation. I can't even get to the point of entering card details. Whenever I click a payment method and then click "Proceed to Payment" I get the error message, so it seems like it's happening before the card is even attempted. I also notice that my card isn't registering any attempted payments, so I truly believe this is a block in Square Enix's system. The support rep was somewhat comforting and didn't seem surprised it was happening, but also seemed to have no ability to override this or even get me specific information about the length of the ban. Like literally, I purchased the game and tried to upgrade it. That's all I did, and yet I'm blocked from even getting to the payment screen. I'm not sure I trust the support rep's advice to keep attempting the payment given what I've read on other forums about customers having their cards/account banned for 30 days.

I'm going to give them a week to get me more information, and if not I plan to get a refund for the the initial purchase (whether via SE or chargeback) and take my business elsewhere. It's quite discouraging to have to spend this much time for a very safe and normal purchase.

ME. TOO. I'm getting so frusterated trying to get this resolved and no one is answering my support e-mail either. Like my gods just let me waste my money!!! If I ever hear back from them I'll come back to this post and let you know and I really hope you'll do the same! I just want to buy a stupid freaking costume D:<

Will do Lilolo!

As someone whose been in the e-commerce business, I understand the security risks. But they seem ridiculously excessive here at SE. It would be like going into a store to buy a TV, forgetting to purchase an HDMI cable, and then the store not letting you check out a second time. A card system should look for strange and fraudulent behavior, not ban normal and safe transactions.

[Lilolo]

How did you contact support? I sent them an e-mail a few days ago and no one answered me and then the phone number says they're only available Mon-Fri (๑◕︵◕๑) I just want to be able to talk to theeeem...

[Parms]

How did you contact support? I sent them an e-mail a few days ago and no one answered me and then the phone number says they're only available Mon-Fri (๑◕︵◕๑) I just want to be able to talk to theeeem...

I used Live Chat. I also sent a support ticket because I'm not thrilled with how the live chat went. I'll wait until Monday and contact them again. Let me know what you find out! Did you experience the same thing as me, where you purchased the game but couldn't make a second transaction?

[Lilolo]

I used Live Chat. I also sent a support ticket because I'm not thrilled with how the live chat went. I'll wait until Monday and contact them again. Let me know what you find out! Did you experience the same thing as me, where you purchased the game but couldn't make a second transaction?

Yeeep. Same thing. I wanted to buy an outfit and upgrade to collectors but thEY WON'T FREAKING ANSWER ME. And Live Chat isn't even showing up as an option for me T_T

[Hestzhyen]

Hestzhyen, I read the article and it doesn't describe my situation. I can't even get to the point of entering card details. Whenever I click a payment method and then click "Proceed to Payment" I get the error message, so it seems like it's happening before the card is even attempted. I also notice that my card isn't registering any attempted payments, so I truly believe this is a block in Square Enix's system. The support rep was someone comforting, but also seemed to have no ability to override this or even get me specific information about the length of the ban. Like literally, I purchased the game and tried to upgrade it. That's all I did, and yet I'm blocked from even getting to the payment screen.

SE's support is notoriously poor, especially when it comes to payment difficulties. Giving them a week is somewhat generous... in that time, it wouldn't hurt to call your bank or card company to see if there's anything bizarre on their end. It's probably SE's fault for being hyper sensitive to fraud attempts but the financial institutions might be able to work with them to smooth things over.

I do IT work for a large bank so I know that sometimes what seems like a vendor/3rd party issue is actually something on our end- especially if you tried exactly as described and made multiple attempts in a short period of time. Wouldn't hurt to give it a try if you really want to play.

[Parms]

SE's support is notoriously poor, especially when it comes to payment difficulties. Giving them a week is somewhat generous... in that time, it wouldn't hurt to call your bank or card company to see if there's anything bizarre on their end. It's probably SE's fault for being hyper sensitive to fraud attempts but the financial institutions might be able to work with them to smooth things over.

I do IT work for a large bank so I know that sometimes what seems like a vendor/3rd party issue is actually something on our end- especially if you tried exactly as described and made multiple attempts in a short period of time. Wouldn't hurt to give it a try if you really want to play.

Yeah I thought that too at first, but Mogstation won't even let me try a different card. Like, I literally can't input card details, because I run into that error message before I get there. Amex also contacts me when they detect weird or multiple charges, and I haven't heard a thing from them. All the evidence points to it being a ban/block on the Square Enix side of things, yet their support team seems powerless to lift the restriction. I even offered to send them photo ID so they know it's the cardholder.

[Lilolo]

ME. TOO. I'm getting so frusterated trying to get this resolved and no one is answering my support e-mail either. Like my gods just let me waste my money!!! If I ever hear back from them I'll come back to this post and let you know and I really hope you'll do the same! I just want to buy a stupid freaking costume D:<

[Thoosa]

The safest way for me previously has been using PayPal to buy crysta or buying a game time card (if renewing)