Question about customer service

[AngelLatin]

Greetings,

I wanted to know if SE has currently any other method to contact them. I did submit a ticket on Monday this week because my account showed to be “compromised” due to logging in my laptop. I haven’t been able to access my account since then no matter if I change the password nor I’m getting any instructions to lift the restriction. I haven’t logged out from the game since then and I’m honestly really growing anxious. While I can play I do not like the idea of leaving my console on with the fear of not being able to log back, and I can’t access mog station to reclaim a few gifts

Thank you in advance

[Enkidoh]

What sort of message did you initially get when you tried logging in? If it sounded something like "We have detected suspiscious activity on your account and so it has been temporarily suspended", which is usually not as serious as the message makes it sound. This often happens if your IP address changes and your computer/system now has an IP address that SE has not associcated with your account, and so locks it in case it was a hacker accessing it from somewhere else. To remove the block you should have been sent an email to the email address you associated with that account at sign up, the email message has a link in it to click on to change your SE account password. Doing so then removes the suspension.

Unfortunately you have to change your password through only this link, accessing your SE account through the website and selecting change your password there does not remove the suspension. If the email account you associated with your SE account is no longer valid, this is probably the cause of your problem, and unfortunately the SE Customer Service hotline is probably the only ones who could fix the problem, and worse, due to the COVID pandemic that is temporarily not available other than email contact.

If your email account is still valid, try looking through your Junkmail folder for the message and restore it (unfortunately a lot of phishing scams use similar messages to steal passwords so legitimate ones often get blocked as a result).

These sorts of IP blocks are sadly all to common, and the only way to avoid them when changing systems or if your IP address changes frequently is to use a SE Account Security Token or Software Token that generates a one-time password that you have enter every time as well as your login and password - doing so will cause the SE Account System to ignore changing IP addresses and is an extra layer of security.

[Kirika-]

Sounds like you used your web browser to log into the web site or Mog Station, but either not using that laptop to do so before or after having the OS reset or web browser's cookies deleted.
That will almost always trigger the Password Reset dialog, as the websites look for that cookie placed on the computer/web browser used when the account was created.
Just look in your email box associated with your FF14 account, as Enkidoh explains above.