Locked out of my account, but no email to unlock?

[Kith_Whulfth]

I've been locked out of my account, possibly due to my PS4 crashing while I was trying to log in last night. When I try to log in to my SE account to play or to check on the mog-station, I'm told that an email should have been sent to the linked email address, but none have shown up. I have my purchase receipt emails, but the lock-out email isn't there? What do I do? Have I been hacked?

[Rhaervis]

Good afternoon and thank you for posting in the Final Fantasy XIV Technical Support Forums.

We apologize for any inconvenience that has occurred when playing Final Fantasy XIV. Unfortunately the issue you are describing is not a technical issue. We will be moving this thread to "General Discussion".

Good luck with your adventures through Eorzea!

[Naria]

You've probably already done this but have you checked your spam folder? Do you have a one time password key tied to your account? I highly recommend this, and the software key is free.

Account issues aren't normally handled by technical support but by customer support because of privacy concerns. You will have to contact customer support directly here. They are, however, as reduced capacity due to the pandemic.

[MsMisato]

I've been locked out of my account, possibly due to my PS4 crashing while I was trying to log in last night. When I try to log in to my SE account to play or to check on the mog-station, I'm told that an email should have been sent to the linked email address, but none have shown up. I have my purchase receipt emails, but the lock-out email isn't there? What do I do? Have I been hacked?

That happens from time to time. I suspect it is from trying to log in and it crashing, probably caused a flag to pop. I mean I had myself booted out during a session because I entered the password wrong trying to log in and an hour later I got a disconnect message and then to check for the email.

First check your spam folder. Sometimes those get a little greedy and feel lonely. But if you are still not getting the email I suggest reaching out directly to SE support center and submit a ticket for account-related issues as that requires them to do some verification which tech support doesn't deal with. Here is a link to the SE support site follow the drop downs and pick the best one. It may take a few days though so hopefully the email is being slow.

https://support.na.square-enix.com/c...hp?id=496&la=1

[Kith_Whulfth]

Thank you all! I've reached out to customer support, but things are moving slowly.

[Rymm]

Thank you all! I've reached out to customer support, but things are moving slowly.

Which sucks, but is not surprising. Their customer service was never particularly quick before and now they even have warnings about longer-than-average wait times due to short staff because of COVID-19. I hope things get sorted out for you soon.

[Kith_Whulfth]

Final update, Square Enix's support has helped me out IMMENSELY, and I'm so very grateful to them for helping me get back into my account. Thank you as well! May you ever walk in the light of the crystal!