Game registered to SE Account but cant log in to FF14 related services

[Exidrial]

So my girlfriend bought the FFXIV complete edition that includes ARR, HW and SB for PS4. She registered it to her Square Enix Account, connected her SE Account to her PSN Account and activated the 30 days playtime on her PSN Account. The problem is, whenever she tries to log in to the Forums, the Lodestone, the Mogstation or the Launcher (The PS4 FF14 launcher of course) it just says that the ID or password are wrong. The ID definitely is right and we already tried resetting the password but it still won't work.

Again: Logging in on the Square Enix Website: https://square-enix-games.com/de_DE works and it shows the PS4 version of the game as being registered to her Account but FF14 related stuff doesn't recognize her log in data.

So on the launcher we press next -> I alread have a SE account -> Then when trying to log in there it says the id or password are wrong even though we use the exact same data to log in on the website

[Ariellendera]

Hello Exidrial, Thank you for posting on the Final Fantasy XIV Technical Support Forums

Are you guys using the R2 trigger as "enter" when logging in? On the PS4 this tends to add a space at the end of your password. Also we do suggest going through the password reset process on something other than the PS4. If you do not have a security token on the account the "one time password" field should be left blank.

Hope to be of assistance. Thank you for playing Final Fantasy XIV! Hope to see you online.

[Exidrial]

Yeah we're not adding a space. So I just logged into her account through my PC now. I used her email and password to log into the Square Enix Account. I can see the PS4 version of the game being registered on her Account. I then went into the settings and changed her password through the site. It required me to input the old password and a new one and repeat it. Both me and her can use that password to log in to the Square Enix site but of course we already got that far before.

What doesn't work is logging into any FFXIV related things, she tried it with her PS4 and her phone, I'm trying through my PC. It always says ID/password wrong. We tried both the Square Enix ID and the E-Mail. The Square Enix ID is correct because it shows the same ID on the Square Enix site.

We're not entering anything in the One Time Password field.

At one point the website said that the Account was blocked for a few min because we entered the wrong password too often, tried logging into my PC FFXIV launcher, just for testing and it said the same so it must recognize the username. We also tried creating a new account on the FF14 website but it says her username is already taken.

Theoretically I should be able to log into the Launcher on my PC right? The game should tell me that her Account doesn't have a PC License registered but in theory I should get something other than "ID or Password incorrect", shouldn't I? I'm asking because I'm trying all possible log in options just to make sure it's not just the website that is not working.

I can log in to my account no problem on the website and the game.

[Ariellendera]

Exidrial Thank you for you response.

Its appears that you maybe are creating a account on the store web site rather than the account management site. The Mog Station is where you need to create a account. Then use that login information on the game. If this doesn't help I would suggest contacting support directly.

Hope to be of assistance.

[Exidrial]

But the game is already registered to her Square Enix Account! The FFXIV and SE Accounts must be the same I mean why were we able to register the game if it was not? On the mogstation it even says "Square Enix ID" and "Square Enix Password" and under the "Create Square Enix Account" section it says "What is a Square Enix account?
A Square Enix account is a free service provided for authentification in all of Square Enix's online services. Besides its use in all future online services, one can also associate multiple IDs from current services to a single Square Enix account and enjoy features only available to Square Enix account holders. "

Square Enix Account ... ALL online services ..."

I am pretty sure I never created a Square Enix Account, it created my SE Account automatically when I created my FFXIV Account, the log in stuff even is the same for both.

We'll try it though.

Edit: We tried, it says the username is already taken.

I wanted to create a new account but how do I activate it? I typed in the activation code but the website kept loading and loading and eventually said an error occured. The Square Enix is slow as hell right now as well.
How do I get to the site that I can put the verification code in again? When I try to log in with the new account it says the id and password are wrong.

Contacting support directly will take time. The 30 days gametime are already activated I bet, so I expect to get the time refunded.

Edit: I created a new Account I can access the Mogstation with it. I will now test whether I can register the game to this account

[Einmimiria]

Thank you for the information Exidrial.

Unfortunately, this will require account information, and thus our assistance on the Technical Support can only go so far.

For further assistance you will need to contact the Square Enix Support Center. The Support Center can be contacted via phone, chat or email support through the Square Enix Support Center website. Please use this link to direct you to the Final Fantasy XIV support website: http://support.na.square-enix.com/main.php?id=5382&la=1
Please note live service is available Monday through Friday, 9:00 – 18:00, Pacific Time (Excluding holidays).

This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center is necessary to resolve the issue.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.