Can't preorder Dawntrail, the next expansion

[Thangil]

Hi

Whenever I try to preorder Dawntrail, I get this message when trying to log in:

"We couldn't log you in with that email adress and password".

It's the SAME email address and password that's registered in the mog station, the place where my subscriptions, what I own etc, is recorded. And I have NO PROBLEMS logging into the game, though it requires user name not email address.

And why can't I buy it directly from the mog station? Whenever I try to check Additional Expansions at the mog station, I get this message:

"No expansion pack available for this service account".

I love your game, I absolutely do. As I loved FFXI back in the old days. But you have the worst account systems I've seen, and I've been playing MMOs for around 25+ years now, that's over a quarter of a century.

What the heck is going on here? You don't want my money? I'm so frustrated I'm considering just giving up, cancel my sub, and move to another MMO.

Btw, I'm from Norway, in case regions matters in any way.

PLEASE HELP!!

[Souljacker]

I can't pre-order either. I have been trying daily for over a week now, escalated on Twitter and with a support ticket, I don't know where else to go. I keep getting an error after filling out the address portion, with no indication what the issue actually is.


I've tried at work, at home, on my hotspot, on my data connection, on my tablet, on my phone, on my laptop, on my desktop, on Firefox, on Chrome, on brave, on a vpn, off a vpn, clearing cookies on everything, in an incognito window, using my home address, my office address, my parents address, there's literally nothing else I can do. I've responded to the canned reply to my ticket 4 times.

and since there is no chatter I have to believe this isn't widespread and it IS something specific to my state in the US or something, but with no one to contact on SE side I don't know what the issue is. I've lived in the same town since the launch of this game so the address suddenly being an issue is baffling.

where are we supposed to escalate these issues?

[Souljacker]

They finally got back to me, after a week of emailing them every day, and their grand solution was for me to....

change my password. Because certain characters in the password 'cause issues'.

Nevermind that I was checking out as a guest. Changing the password is the issue. Nevermind that it's the biggest load of bollocks I've ever heard - they really need new web developers if someone's password will prevent them from checking out a product.

Who is employed at this company?

[Souljacker]

Well, three weeks later and multiple screen shots showing the PreAuthGate errors and the console commands logging keypresses left on in live code, and the problem for me at least has been solved.

We appreciate you replying back in a timely manner. We had our team look into your issue and they were able to locate and resolve the issue you have experienced. Please note that you can try to make your purchase again starting tonight. Unfortunately, this is not a common error that multiple people have experience, as such, should you try tonight or tomorrow and the error appears again, please reply back to this email and we can gladly continue looking into your issue.

Now, where do I send my bill for all the time I spent troubleshooting this issue?

heh.

[Thangil]

It suddenly worked, but in the weirdest way...

I had to reset my password. Whatever I chose, nothing worked. Then I entered my CURRENT password, and it went through.

Pre-order went through, ingame rewards received. I'm a happy gamer now

[Souljacker]

Glad you got sorted too. What a mess - I have no idea what bootcamp they got their web devs from but they need to sit those folks down at Udemy or something. I've never seen such a mess of a storefront, not even in the early days of eCommerce.

[gundamcookie]

sorry for revisiting this, did anyone manage to pinpoint how to solve the address issue? I am having the same issue but not able to solve it

[gundamcookie]

Managed to solve it by buying it over mobile data instead of WIFI. Posting some of the solutions suggested by support for anyone that needs it:
- Try a different browser
- Delete cache/cookies/browsing data from browser
- Try on a smartphone with data instead of WiFi
- Try on a different computer
- Try from a different location
- Checking out as a guest (for purchasing an order)
- Disable any VPNs

[Mirikh]

Managed to solve it by buying it over mobile data instead of WIFI. Posting some of the solutions suggested by support for anyone that needs it:
- Try a different browser
- Delete cache/cookies/browsing data from browser
- Try on a smartphone with data instead of WiFi
- Try on a different computer
- Try from a different location
- Checking out as a guest (for purchasing an order)
- Disable any VPNs

Thanks for posting. I hope they get this fixed. It's been a few months already.