Lost free 30 days for accidentally registered to the wrong service account?

[Matrinka]

Basically, those of us who work full time and can only play on evenings and weekends are screwed. We can't call, due to not having time, because the line is always busy or there is a massive holding time. The chat doesn't work as it disconnects people once they reach #1. Tickets don't work, really, because they're backburnering them in order to reach the people who are calling. SE isn't putting out ANY official word, customer service is refusing to extend the early access grace time for those of us affected, so basically, we're screwed.

I wish I didn't enjoy the game Yoshi-P created, as his customer service department is making me second guess my desire to beat my head off a wall (ie: try to give SE money for the character I created in phase 4). I'd even CONSIDER restarting - but damn it, I enjoy my character, all the levels I've earned, AND the server I originally picked, which is locked down.

[Statishido]

Great news Everyone.

My account has now been fixed and I have all my in-game items and check this out, They also gave me 3 extra free days. It took 23hrs from when I talked to my Rep to get it fixed. He said 24 to 48 hrs so that is pretty accurate to me. What these reps are telling you isn't just blowing smoke. They are trying to fix the problem. I was with everyone here since the 2nd page so I feel ya all and hope everyone gets their accounts fixed soon. I attached my original post from Page 16 if anyone wants to use it going forward.

I also noticed that I still have a service account 3 with CE registered to it so I am assumed they just attach a new key to your intended service account and will eventually delete the extra service account. Also I have heard they will disable that account so do not start playing on it because once its disabled you will not be able to access that character.

I hope my info helps some of you and I'm happy to be out of purgatory. I hope the rest of you get ur accounts fixed very soon as well.

Thx.

Phew Ok!! I have good news finally! After trying the Live Chat 3 times (totally six hours while I was at work) and a phone call to Customer Support from the number (858-790-7529) to wait on hold for 2hr 56 minutes to be disconnected, I was fed up and decided to call Amazon to see if I could have them refund my order so I could just purchase it again. However, the manager on duty had just finished speaking with Square Enix who gave them another number for their customers to call who are experiencing our problem. So this is how it went for me.

I spoke with Richardo from SE Support after a 2hr 24min wait. He had me verify my account and then confirmed that I filled out the right ticket and then sent it to the escalating department. All of this seem standard from what others had been reporting. However when he came back, I asked for timelines, 30 day free play and character deletion and told him there were many of us on the forum screaming for answers and this is what he told me to advise you all to do.

1. First and Foremost, Fill out the correct support form. The two forms are for if you either have register to the wrong SE ID, or registered to the wrong service account (thus creating two service accounts). Make sure you have the right one filled out and WRITE DOWN THE TICKET NUMBER (VERY IMPORTANT).

***IF You Want A QUICK RESOLUTION CONTINUE THE FOLLOWING STEPS.***

2. Call the following number and be prepared to hold for 1.5 to 2.5 hours. (310)-846-0345.
3. Let them know which group you fall into.
4. Hold while they escalate
5. Process will take 24 to 48 hours to appear on your account. There is nothing else you need to do. However Richardo says check your mogstation after 48 hours to make sure the merge was successful. If it wasn't call the 310 number again.
6. All of those who are wondering about the 30 days free play. It will be reset to 30 days upon SE completing the merge for your accounts. So you will not lose any days.
7. There will be no character deletions from their team. They said the only way a character can be deleted is if you delete it yourself. Accounts can be activated and deactivated but they will not delete any characters.
8. NOTE: YOU DO NOT HAVE TO CALL (but Richardo recommends that you do), to get this issue resolve, but YOU MUST FILL OUT THE CORRECT FORM. However, tickets that get escalated will get priority over those who just submit their support ticket. ALL ACCOUNTS WILL GET FIXED EVENTUALLY. It is a high priority for them and that have their resources working on getting all of the accounts fixed as quickly as possible. No plans to add a Merge Accounts button that I know of.
9. The new mogstation changes hopefully solved all of the confusion moving forward.

That's it folks. I hope it helps. Its truly a pain in the ass to have to wait so long to get someone on the phone but he says its extremely busy and the phones ring nonstop but they are aware of the problem. The whole time took about 8 to 10 mins once I got him on the phone but I asked alot of questions too.

[Matrinka]

I have the same problem. I submitted the form and got a ticket created as soon as I realized I messed it up. Today I received the confirmation e-mail that they received my ticket.

Is there any way to check your ticket and status online?

Also, I would like to jump into live chat to follow up, but I can't find it. The links I'm finding in the thread don't seem to work. Can someone help me out?

Go here: support.na.square-enix.com/faqarticle.php?kid=67428&id=496&la=1&SQEXSC=12c3t5gpkt1l8vpu7ou3jo0a66

Scroll to the bottom and say additional assistance

say accounting/billing then registration. put your email, and follow the directions.

This is for NA. Be prepared for a 2 to 3 hour wait, just to be punted once you reach #1.

[Badfish]

I know I just posted this, but I wanted to put it out there again to see if it helps anyone!

GOOD NEWS!!

I got my 30 days without customer support.

I decided to cruise through my email spam some more and found a thing from webhelp.v4@digitalriver.com (I preordered from SE).

I opened it up and said the following:

Thank you for ordering on Square-Enix, Inc.. The product that you preordered is now available.

Order ID: 000000000
Product ID: 0000000
Product Name: FINAL FANTASY XIV: A Realm Reborn Collector's Edition [PC DOWNLOAD]
Release Date: August 27, 2013

ffxivsetup.exe
http://wgt.digitalriver.com/wgt/9B5A...ffxivsetup.exe

Final_Fantasy_XIV_Early_Access_Instructions.pdf
http://wgtot44.digitalriver.com/wgt/...structions.pdf



Digital Rights: XXXX-XXXX-XXXX-XXXX

There may have been two emails from this company sent out yesterday, thats how mine was. So I decided to go to Mog Station, did the add platform for my service account, and inputed the code that said Digital Rights. Took a shot, and BAM!, I now have 32 days free trial, plus all my CE items.

I don't know if this will fix everyone's problem, but it might help. So again, look in your emails if you pre-ordered from SE for something from:
webhelp.v4@digitalriver.com

or look for digitalriver

This was a company that they use to process the purchases and to track our orders.

Good luck everyone!! I am going to keep cheering for you all

[Moolicious]

so did he resolve it ?

The reps on the phone don't have the ability to resolve it directly. They can only "escalate" the ticket with the assumption that the team working on these issues will get it done quicker.

[AsheDalmasca]

Well lucky people who can get on the phone then.

[Matrinka]

I'm ready for a mass flood of both their Twitter and Facebook accounts, just to get the message out there that paying customers are being shafted without an ounce of sympathy or support from the company they wish to do business with.

[OutlawBebop]

Great news Everyone.

My account has now been fixed and I have all my in-game items and check this out, They also gave me 3 extra free days. It took 23hrs from when I talked to my Rep to get it fixed. He said 24 to 48 hrs so that is pretty accurate to me. What these reps are telling you isn't just blowing smoke. They are trying to fix the problem. I was with everyone here since the 2nd page so I feel ya all and hope everyone gets their accounts fixed soon. I attached my original post from Page 16 if anyone wants to use it going forward.

I also noticed that I still have a service account 3 with CE registered to it so I am assumed they just attach a new key to your intended service account and will eventually delete the extra service account. Also I have heard they will disable that account so do not start playing on it because once its disabled you will not be able to access that character.

I hope my info helps some of you and I'm happy to be out of purgatory. I hope the rest of you get ur accounts fixed very soon as well.

Thx.

Very helpful. Thank you!

Go here: support.na.square-enix.com/faqarticle.php?kid=67428&id=496&la=1&SQEXSC=12c3t5gpkt1l8vpu7ou3jo0a66

Scroll to the bottom and say additional assistance

say accounting/billing then registration. put your email, and follow the directions.

This is for NA. Be prepared for a 2 to 3 hour wait, just to be punted once you reach #1.

Thank you very much!

[xavieronly1]

Great news Everyone.

My account has now been fixed and I have all my in-game items and check this out, They also gave me 3 extra free days. It took 23hrs from when I talked to my Rep to get it fixed. He said 24 to 48 hrs so that is pretty accurate to me. What these reps are telling you isn't just blowing smoke. They are trying to fix the problem. I was with everyone here since the 2nd page so I feel ya all and hope everyone gets their accounts fixed soon. I attached my original post from Page 16 if anyone wants to use it going forward.

I also noticed that I still have a service account 3 with CE registered to it so I am assumed they just attach a new key to your intended service account and will eventually delete the extra service account. Also I have heard they will disable that account so do not start playing on it because once its disabled you will not be able to access that character.

I hope my info helps some of you and I'm happy to be out of purgatory. I hope the rest of you get ur accounts fixed very soon as well.

Thx.

Would it be easier for SE to send us a second patch of registration code through email? Then for people who use this patch of codes, SE will go ahead to delete other service account that is not being used. Seriously, how hard can it be from a SOFTWARE company...

And I seriously think all these SE senior management has any clue of doing a right business.

[AsheDalmasca]

Great news Everyone.

My account has now been fixed and I have all my in-game items and check this out, They also gave me 3 extra free days. It took 23hrs from when I talked to my Rep to get it fixed. He said 24 to 48 hrs so that is pretty accurate to me. What these reps are telling you isn't just blowing smoke. They are trying to fix the problem. I was with everyone here since the 2nd page so I feel ya all and hope everyone gets their accounts fixed soon. I attached my original post from Page 16 if anyone wants to use it going forward.

I hope my info helps some of you and I'm happy to be out of purgatory. I hope the rest of you get ur accounts fixed very soon as well.

Thx.

I totally envy you right now...