Current average EU Support wait times

[Lesan]

I had an issue with my phone (which had the Software Token app on it) show up over night (it had creeping issues with certain apps, and ended up not launching anything anymore), and had to factory reset it. It works fine again.

When I tried to remove the Software Token via Emergency Password (as I couldn't use the App before, due to issues with my phone, thus no logging into the account properly to remove it), despite using Copy-Paste from the TXT File I had it saved in, the appropriate Help page claimed it was not correct.

I created a ticket, way before the business hours of the EU Support, in the local language (German). It even showed me a ticket id as a weblink, but I have not recieved ANY kind of email confirmation for it.

I would like to know if I can expect a reply in a reasonable time, or if I have to let my Bank refuse any future payments to Square Enix (which will come up within 80 days), since currently, companies are using Homeoffice as excuse for abysmal service, even when way smaller companies are able to use VoIP to redirect a phone support line into Homeoffice situations.

[Bearded]

When I returned to FFXIV only 2 weeks ago I raised a ticket to remove the software key from my account. When raising it the ticket category said it would take around five days (which I assume do not include weekends). Ticket was raised on a Saturday and authenticated was removed from my account on Wednesday.

[Kurando]

So it's been less than 24hrs and you haven't received a response to your issue? Well firstly give it time, secondly the Support Centre is still has limited service because of ongoing Covid.

https://eu.finalfantasyxiv.com/lodes...bc6f94d7012b83

[Lesan]

So it's been less than 24hrs and you haven't received a response to your issue? Well firstly give it time, secondly the Support Centre is still has limited service because of ongoing Covid.

https://eu.finalfantasyxiv.com/lodes...bc6f94d7012b83

At least an Email confirmation of the request being recieved would be appropriate, an estimate would have been the cherry on top. Instead of a weblink with a dismissive 'high amounts of requests could lead to longer wait times'.

I also had to resolve another issue this morning, related to the same phone issues, but with another company, which was able to provide phone assistance despite 'Home Office' conditions due to the current situation.

[Bearded]

I got a confirmation of my ticket raised approx 18 hours after it was raised.

With all due respect to you Lesan you need to stop comparing this issue to other companies which can quickly adapt and cater for home working. You are seeking to remove a security feature from your account and that for obvious reasons is not something that is done lightly by SE. Providing that you raised the correct ticket and provided the correct secret question and answer combination then it will get done - you just need to be patient.

[Lesan]

I got a confirmation of my ticket raised approx 18 hours after it was raised.

With all due respect to you Lesan you need to stop comparing this issue to other companies which can quickly adapt and cater for home working. You are seeking to remove a security feature from your account and that for obvious reasons is not something that is done lightly by SE. Providing that you raised the correct ticket and provided the correct secret question and answer combination then it will get done - you just need to be patient.

My other issue was raised with a BANK. I think that is a bit higher level.

Also, I forgot to thank you for your first post, while rather sad (Since I am under high risk to lose my ingame gardening, but at least its just Melons, not some crossbreed crop.), a statement like you gave was more like what I would have liked to recieve right of the bat.

[Bearded]

I'm hoping you raised the request to remove the authenticator from the correct form - https://support.eu.square-enix.com/c...c=423&subject=[Software%20Token]%20Removal - good luck