Ralga,

We do apologize for the problems that you are experiencing with this issue. However you will need to contact the SQUARE ENIX Support Center for further assistance on this matter. There are details that can only be discussed through that method of contact. We’ve closed this thread as well.

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

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

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