impossible to connect : compromised account

[Merrigan]

Hello,

I need help because I can no longer connect to the game. For context, I recently changed my hard drive. Apparently this caused a few problems logging in, as I can't connect again: the game tells me that my account has been ‘compromised’.

Normally an email should be sent to me telling me what to do, but I'm not getting anything. So I tried to change my password, but the request doesn't seem to work: the new password is marked as ‘invalid’.

Any hints ?

[Canadane]

I would suggest a different new password. Other than that, I don't think anyone can help you make a password.

The "compromised" account happens rather often to people not using the One Time Password system. It's more of a generic term than most people would think, as the wording they choose suggests otherwise.
Happens when changing computer, or even if your ISP decides to change your IP. Using a 2FA one time password when logging in prevents this from happening, generally.

I had it happen a couple of times when my IP changed or, more understandably, if I was in another country to play.
And once I started using the security token for the one time password, it all went away.

[Merrigan]

Uh... Of course I tried a new ‘different’ password. I wasn't going to put the old one back in. The problem is, as I've probably explained too succinctly, that the request isn't getting through.

To clarify my request, which was perhaps not very clear:

- The hard drive change caused my account to be deactivated due to ‘suspicious activity’.
- As I didn't receive an email at the address I think is the referral address, I tried to change my password.
- The new passwords entered are very different from the old ones.
- I do receive emails telling me that the password has been changed, but the password in question doesn't work (‘invalid password’).
- I haven't activated the square enix authenticator, and I'm unable to do so because I'd have to connect to the account management system. Which I am currently unable to do.

[Cat_Girl]

If you still haven't received the "Account Suspended due to Suspicious Activity" email notification (it includes a link to Unsuspended the account) then you may want to request support as a Guest and use Live Chat to get a solution (possibly the quickest way to get access back).

Go to the correct Support Centre site (NA or EU) and select FFXIV then scroll down to the topics such as "cannot login/account suspended", pick "Did not answer my question", then <Request Assistance>, select Guest, then Live Chat, give a brief explanation of issue, and then add the page to Favorites and wait for the Chat to be open.

That should get a solution, Godspeed!

[Votraftur]

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 the account in question is European in region, we advise to contact the continuing your correspondence with the European Support Centre.

This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Centre is necessary to resolve the issue. Thank you once again for visiting the Final Fantasy XIV Technical Support Forums!