Greetings fellow Eorzean,

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forum. In order get the proper support, you will need to contact the SQUARE ENIX Support Center, specifically the European support division since the account in question is from that region. You can do so using the following link: https://support.eu.square-enix.com/

This thread will be moved to ‘Separate Support Required.”

Thank you for contacting Final Fantasy XIV Technical Support.