I'm having the same issue and SE has given me issues with this game in the past. She claims in that response that SE is always looking to improve customer service but sadly they are responding the same way to you the way they did to me a year ago. And it was because of their terrible way the subscription service and mog station is set up. I have spent hours upon hours building this character and others and now I can't even log in to play the game I have spent much more than just purchasing to play. And they do nothing to fix it. Caring would be a start SE on how to improve you customer service. I just purchased the expansion on this account too. Very disappointed SE.