Friend bought a game code on promotion and it's missing...

[CzeCoa]

Friend bought a game code on sale long time ago. He wanted to use it now after finishing the trial but the link from his email is going to the sqex front page. Even if he's logged in, the registration code doesn't show up.
He played before DT and the trial then was up till SB so the code should include SB, SHB, EW.
Has the link expired? If so, what about the money he paid?

[Darkstride]

It should be under Orders > Order Details in his account if he bought it from the SE store.

[CzeCoa]

Friend checked it and it's empty so it's as if he never even bought it. He has an email delivery though

[Ukhisteysubuh]

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

We apologize for any inconvenience you may have experienced when attempting to access your code. Should you have purchase the digital download of a game from the SQUARE ENIX Online Store and have yet to receive the registration code, the email may be in the spam/junk folder. We would suggest checking all the folders in your email inbox, as the email may get redirected to other folders depending on spam filters. Should none of the folders contain the email, we do have another suggestion.

Additionally, if you purchased the game through the Mog Station, please note that you will not receive a registration code since the game would be automatically registered to your account. Please log into Mog Station and check to see if the game has been added to your account. We hope this information has been helpful.

It would still be best to have your friend or the account owner reach out to us or reach out to our customer support team through this link for further assistance: https://support.na.square-enix.com/

Thank you once more for visiting the Final Fantasy XIV Technical Support Forums!