Sudden unexplicable deactivation of secure software code and unable to log in account

[Aisgeim]

Good morning everyone and sorry to bother You,

My friend has a huge problem with his account and since after 5 support ticket sent in a week he still hasn't got a SINGLE answer (just useless autoreplies) I try to find better luck here since he cannot login at all.

Here's what happened:
On September 6th my friend tried to login as usual but the secure password generated by the software token app wasn't being recognized as if it had been deactivated or changed. The emergency removal password isn't working either.

He patiently sent a ticket an waited for 3 days without receiving an answer. Then sent other tickets and he is still just receiving auto-reply. On top of that chat support isn't working at all and after he ends up the endless queues he is receiving a message telling that no support assistant is available lol all this in the correct time.

Now now, I understand that You guys at support center have tons of requests etc... but leaving a matter of this entity unanswered after a week is honestly embarassing. My friend would like to play ffXIV badly but considering this disservice I won't be surprised if he'd left the game soon.

If any support team is reading this please contact me and i will send You all of the details of my friend's account (of course his personal registration mail and direct contact so You can be sure it's really him and am not a scammer wannaby lol).


Please help out a week without friends is hard to endure, and a friend quitting a game for disservice could start a quit-chain that we'd love to avoid since we like FFXIV ARR really much.

Thanks You

[LamiaTrucido]

There is a 0% chance you will get a response here.

[KnowYourEnem3]

So where do we get the answer to our problems then?

[PetiteMalFleur]

Your friend was probably hacked. Do not send in multiple tickets as this just makes it take longer. He did not wait long enough. He could keep trying chat support but they are unfortunately overwhelmed and it is difficult to make direct contact.

Have him run a scan for viruses or malware. Most likely this is a keylogger that was able to obtain his backup info to access the account and deactivate the token.

[worldofneil]

Unfortunately he'll need to either wait for his ticket(s) to be answered (they're majorly backlogged, probably with a lot of duplicate tickets...) or try and get through on phone support, but other threads have suggested that you need to ring literally as soon as they open or you won't get through before close of business.