Ticket Number: 22597323

[kaneyasu]

I am posting my ticket that I submitted on the forums because my 7 emails to storesupport@us.square-enix.com have gone unanswered. I ordered an item specifically for a code, I received the item and there is either no code or the code that it came with is not valid because it's not working when I enter what looks to be the code into the item code field in the MogStation. Please help me get this resolved.

[Canadane]

The game masters here have nothing they can do regarding store purchases.
Though us fellow players at least have experience. For starters, don't post your code. But what bonus item was the code for? And what was the format of the code?

[kaneyasu]

Spoony Bard is the item and it's from the Heavensward OST which is all in Japanese, but what I can see as being the code is 16 char when the item code section of the Mog Station is 20 char.

[Casti_EL]

Where abouts did you find the 16-digit code? Another forum post indicates it should be "It's the code printed on the inside of the card lining the exterior spine of the jewel case."

https://forum.square-enix.com/ffxiv/threads/284734

[Eenkalzet]

Greetings Kaneyasu,

I'm very sorry to hear that you've been experiencing a problem with an item you've ordered. Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center is necessary to resolve the issue. As it does appear you already have a ticket submitted, we would advise to await a response from the Support Center regarding this matter. If the ticket was recently submitted, we would suggest allowing some time as they may still be in the process of responding to other inquiries and will get to you as soon as they are able.

This thread will now be moved to "Separate Support Required"