Account Locked

[Elirion]

My son's FFXIV account was recently locked because he tried to log into the game while he was on vacation away from the house. To compound this he deleted the e-mail SE sent to his e-mail address which gives the link to unlock his account without realizing it (he's only 13). The SE support page states if this happens to do a PW reset which we have tried several times over the past week but the password does not reset. We get the e-mail at his e-mail address, click the link, change PW, then try to log in and it says the PW is wrong. If I try his old PW it gives the "account locked" message. I tried sending in a support ticket to SE but they refuse to do anything because they said they couldn't verify the account. I'm guessing my son told me the wrong secret question. He made the account over a year ago and has probably forgotten it. I only asked SE to resend the account unlock e-mail again to the verified address. Not sure how someone would steal an account doing this unless they have also stolen your e-mail account.

I'm posting this to ask if anyone has a way to get SE to help with this or to get it fixed. We've been trying to get it fixed for over a week now. The only option I can think of is to call the CC company and have them refuse charges to SE since we don't have access to the account. I don't want to do this because we play the game together, with my other son, and I enjoyed doing this with them. I'm trying to stay positive with SE but this is starting to really annoy me.

[Yahyel]

I had this happen to me before it's more than likely a different email account, check with your son again just to make sure that you have entered correct email.

[Elirion]

That was my first though Yahyel since 13 year olds can be a bit air headed. I tried resetting the PW of an e-mail address with no SE account attached to it and it gives the message "no account associated with that e-mail" but when I try to reset the PW using my son's e-mail address he gets an e-mail message with a link to a reset page. So it appears to be, at least, an account associated with his e-mail. The problem seems to be that it's not actually resetting the PW. I've checked all my e-mail addresses, my wife's, and my other son's but no one has the "account locked" e-mail from SE. My son actually said he never received it but I'm guessing he deleted it on accident.

[Fiosha_Maureiba]

I think a large amount of the verification may rely on your son at this point.

Since it's been a week, it's probably too late see if the deleted e-mail is in the trash. Or if SE mails are coming into junk mail? Also, as Yahyel has suggested, to make sure that it was the correct e-mail account in the case of a different e-mail account.

If your son filled out his information honestly and accurately or if he may have made up answers as desired? Does your son remember if he answered the secret question honestly, picked a question where his answer could change, or disregarded the question/created an answer that yields no chance of recovery.

We might not be able to provide prolonged assistance through this forum howe'er. Just a heads up, the topic may get locked since these forums more for technical support (game crashes, pod racer crashes, latency issues, etc.) and less so with account support. You may be presented with these links later for the account support.

The SQUARE ENIX Support Center for North America can be found at this link:
SQUARE ENIX Support Center

The SQUARE ENIX Support Centre for Europe can be found at this link:
SQUARE ENIX Support Centre

The SQUARE ENIX Support Center for Japan can be found at this link:
SQUARE ENIX Support Center

edit: had my post open so long there's a new post in between. will be reading and editing accordingly.

[Elirion]

Well, they can lock it if they feel it necessary. The support center has already refused to assist with this problem so I really have no other choice but to call the CC company and have them refuse payment to SE.

[Bobjohnson]

I had just made another thread concerning this same thing. I have been without internet for the past week, and just got it back today. When I tried to log-in it gives me an error saying my account has been locked out due to suspicious activity. I also never received an e-mail telling me how to fix it.

I sent a ticket to customer support, and might give them a call. I don't know what else to do.


EDIT: I just called SE Support, and they were able to help me to unlock my account. I suggest giving them a call. 858-790-7529