Cannot access service account on ps4

[WillowArt]

Hi all. I’ve never made a forum post here before, but I’m a sapling in ffxiv, and played a long time on pc. Recently, my brother gifted me his ps4 as well as bought me ffxiv for the ps4.

When I downloaded it, and linked the psn to my squenix acct, it had me log into my squenix acct on the ps4, but won’t let me have access to my service account. It only prompts me to make a new service account. It even has the little pop up that says creating a new service account won’t let me access my old characters. I don’t want to lose my current character. He’s level 51 and I’m nearly finished with ARR and am working on the 2.0-2.55 quests and I would be absolutely devastated if I had to start over again.

Has anyone else had this problem? Can you help me? I submitted a ticket but it’s been 2 weeks and haven’t heard back. Please help.

[WillowArt]

I tried deleting game and redownloading it on ps4 and it still does it

[WillowArt]

I’ve submitted 2 tickets now, one just over two weeks ago, and one two days ago.