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.