Thank you for posting in the Final Fantasy XIV Technical Forums,


Unfortunately the issue you are describing is something we are not able to assist with in the Technical Support Forum. In order get the proper support, you will need to contact store support. Please use the following link:

https://pep-sqex-us.zendesk.com/hc/en-us/requests/new

This thread will be moved to ‘Separate Support Required'

Hope you see you online!