Fanfest Pre-Order info store issues with Square Enix store change

[shadowofchao725]

I know this is in the wrong section. I have tried to make a thread under "Current Events" for Fanfest in the same fashion as the thread for 2018 Fanfest but I as a humble player do not have permission to make threads in that section:
(I attempted to make a similar thread to this)
https://forum.square-enix.com/ffxiv/threads/376322

(In this section)
https://forum.square-enix.com/ffxiv/...3-in-Las-Vegas

But I just don't know where to put this that will get someone, anyone with the power to escalate it.

Recently, the store has changed in May and still assured all their customers that all pre-orders will be honored and handled appropriately. Fanfest emails have been going out regarding those orders using the old store framework:



In my personal situation, my credit card information that was used for the pre-order was stolen after the fact and I was issued a new credit card.
However those links don't work to manage your order since the changeover to the new Square Enix store in May.

I was in contact with the Square Enix Store support team regarding my order (which I provided the order number to).
They told me that they CANNOT update my payment info and suggested that I make a new order.


There's just one problem: Those fanfest merch isn't on the store anymore. The only inevitable result of this will be my orders for merch will get cancelled.

I'm not the only one running into this issue. At least a few people over on reddit are experiencing the exact same thing as I am.


I know this is in the wrong spot. But for any moderator/community manager that can see this... I don't mind taking a hit in regards to my forum reputation or such or have this be moved to the appropriate section. I just want to get eyes on what frankly is a huge issue for at least a few people celebrating fanfest.

[Eenkalzet]

Greetings shadowofchao725,

I'm sorry to hear that you've experienced an issue due to the Online Store's recent update. Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. However, our new SQUARE ENIX Online Store team may be able to assist further. Please go ahead and contact our SQUARE ENIX Online Store Support Team through the new system which you can do so by using the following URL: https://sqex.to/storesupport

Thank you once again for visiting the Final Fantasy XIV Technical Support Forums!

This thread will be moved to "Separate Support Required"