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 account in question is European in region, we advise to contact the continuing your correspondence with the European 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. Thank you once again for visiting the Final Fantasy XIV Technical Support Forums!