Good morning! Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. As previously mentioned, the Early Access period for FINAL FANTASY XIV: Dawntrail has now ended. If you had only accessed the pre-order code and not the full expansion registration code then you may have lost access to Dawntrail content. In order to regain access, please register this second code.

If the issue persists, as the account in question is North American in region, we advise to contact the North American Support Center. 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.

This thread will be moved to ‘Separate Support Required’, thank you once again for visiting the Final Fantasy XIV Technical Support Forums!