Account Banned for Failed Payment

[nekoworth]

Hello!

I am writing this post on behalf of my friend whose account has been banned. On July 21st, 2023, my friend found out his account was banned with no reason given when he logged it to try to play. He opened a support ticket asking about the ban, which the support center then stated that "it would appear that your account is currently in arrears due to the last payment either failing, or a chargeback being requested on the payment. In order for account access to be restored, the arrears need to be repaid." The email finished stating that he should reply back if he has any questions. My friend then replied to the email, asking about how to repay since he lost access to his account because of the ban. Since that email he sent, there has been on response on how to repay the balance that is needed. The only charge he has on his account is a $1 verification fee. If there is any way to get quicker communication on how to pay the amount needed to get his account back, it would be greatly appreciated.

Thank you.

[Casti_EL]

As far as I'm aware SE (and most companies) won't discuss payments over emails due to it being sensitive information. Your friend would need to call SE themselves and discuss the situation with the billing/accounts department to find out what happened, how much they owe, etc. I don't think their account would be actually banned, just suspended until payment is made.

Usually subscriptions have to be paid up-front before access can be granted so I assume that for some reason your friend's usual monthly payment hasn't been honoured by their bank for some reason. They could contact their bank and ask about it too.

[nekoworth]

Thank you for letting me know!! I'll tell him to call SE, since I didn't even consider that they probably couldn't talk about it over email :,)...

[Eenkalzet]

Greetings nekoworth,

We're sorry to hear about this issue your friend is experiencing. 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 what your fellow adventurer Casti_EL said, contact with the Square Enix Support Center is necessary to resolve the issue. We would suggest having your friend contact the appropriate account regions support center for further assistance.

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