Wild. And mom knows to HOLD the keys for movement? I am not trying to condescend, just general troubleshooting. I know going from Sims to FFXIV is a bit of a learning curve if she hasn't done other MMOs before. I want mom to play the game!

Just read your edit. hmmmmmmMMMMm this is weird. maybe try resetting the key bindings to default once more. I wonder why that is happening.