Greetings, Nalu Keller!

Thank you very much for bringing this concern to our attention, and we sincerely apologize for any inconvenience this may have caused. We would like to recommend for you to visit this following link for more information in regards to your concern:

https://support.na.square-enix.com/f...la=1&kid=76363

If you're still having difficulties, please feel free to contact us again and we will be glad to assist you further.

FINAL FANTASY XIV GAME MASTER TEAM