How Long Does it take for Square Enix to respond to a Support Request for Help?

[qaija]

On April 20 (six days ago), I purchased a 4th retainer from the Mog Station. I processed it through Steam, but no 4th retainer purchase option has ever appeared at the Retainer Advocate and he says I still can only have 3.

After discussing the issue with Steam Support, which is very prompt, they concluded that although there was apparently a problem (my account shows that two retainers were paid for, but still shows a balance of $10.79 in my wallet (the cost of an additional retainer)) - an occurrence they said was rare. But they were reluctant to let me process the amount in my wallet for another retainer until I heard back from Square Enix Support.

I filled out a support request to Square Enix and received notification from them on April 21 (five days ago) that someone would get back to me regarding my request once someone had read it.

How long does it normally take for a Support request with them to be answered? Steam told me that if they respond and tell me it is Steam's fault, and if I copy this reply and submit it to Steam support, they will allow me to process the amount in my wallet for the 4th retainer.

But, until I receive a response from Square Enix support, I am stuck with only 3 retainers although I paid for a 4th six days ago.

Five days is a long time (longer than I have ever waited for a response in any game I have ever played) to receive a reply from them. Perhaps they just don't bother to answer a question if they conclude they can't help me? Rather than replying and stating, "sorry, but we can't/wont help you."

As I am sure anyone reading this will understand, it is frustrating to spend money for something you don't get, and apparently can't get help to fix it.

[Merhouse]

That's hard to say. I had a much easier time with square support recovering my account for mobius ff back when that was a thing. I do, however, recall it took a few days to get an innitial response.

I assume since yours is a technical payment issue it will take significantly longer for them to figure it all out.

I'm sorry I can't be more helpful, I've just never had that kind of problem.

[Jeeqbit]

I've never had a slow reply. There are times they become busy or do limited hours but it usually gets mentioned on the lodestone.

I think that the Steam version usually causes all sorts of problems like this but it's too late for that now because you have the Steam version.

[DarkMasamune]

I'd recommend trying the chat if you ever need customer service rather than sending a ticket. When I needed to change the email associated with my account, it took a few days for them to answer.

I had to contact support again for another reason recently, and decided to try the chat option. Someone connected right away and my problem was settled in a matter of minutes. Perhaps I was lucky but you could always give it a try

[qaija]

I see no option anywhere for Chat Support. I go to the Mog station, click support, and the only options I see are to submit an email inquiry. Can you please be more specific and tell me how you can chat with Square Enix support? Thank you!

[DarkMasamune]

It wasn't on the Mogstation— it's on Square Enix's support website. I used the Contact us page and managed to get on chat with someone.