Support to Contact

[Lethallin]

My account has apparently been compromised, as this morning when attempting to log in I got an "already logged in" error, then was unable to even get past the launcher. Upon checking my account status, I see there's a character with a gibberish name on a server I don't play on, and my account is suspended. Checking my e-mail tells me that I was banned for RMT spamming.

So it seems at some point last night this happened, as I was playing right before going to bed, then woke up to this mess. I've already submitted a ticket though the e-mail "contact us" segment of the SE website, but is there really no phone support? Or live on-line chat?

I'd prefer clearing this up as soon as possible, especially since I'm a little worried on the status of my characters (being in the hands of some keylogging, RMT scum). I'm also worried my free time will keep ticking down, and it'll take a week or something for this to get all cleared up.

I scan my computer somewhat regularly for malware, and sure enough there was some it found after I realized my account had been compromised, deleted all offending files, then changed my password to something fairly secure.

Has anyone else had a similar problem, and know how long it'll take to resole? What's the turnaround time for how long support will take to get back to me? I've already given up hope of playing for the next week or so, but a time-frame would be nice.

[Darkborn]

Good luck! How ever no, the customer service is lack luster; I sent a request for an email support three days ago and nothing.

[Rufio]

Yes, freaking support is almost non existant, not even a %$$ phone number to call, only email and they never answer.

[Beeraga]

I'm so sorry to hear about this! I'm on the PS3 and had the reg code-registered-to-the-wrong-service-account problem and it took me a couple days of sifting through forum posts to find contact information.

Here you go:

310.846.0345
NA customer service; this is a number out of Inglewood, CA so mind any long distance charges. When I tried calling it took HOURS to get through (2.5 hours +) and most of the time I got a busy signal when I called. Just keep trying and try calling RIGHT when they open up, which is 9am PST.

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

Scroll to the bottom and click "Additional Assistance" and choose your options from there. Again, I would recommend getting in RIGHT as they open. I was able to get through on the chat faster than the phone at one point but you may want to go for both and see who picks up first, since you may get booted from the chat queue.

This link also works for EU players, just change the NA to EU in the address.

Good luck!

[Lethallin]

snip

Great, thank you.

I've still not even gotten a confirmation that my ticket was received. Unfortunately I start work at 7 PST for the next few days so I'll have to try after I'm done, but maybe I'll get though eventually.

[Lethallin]

Been a week since I was told I was on the investigation queue.

I'm fairly patient, but come on.

I'm already going to be losing a week+ of my first month free, how much more can I lose before I just give up on this game that I've really enjoyed whenever I'm actually logged in and playing it?

[Panthur]

Just currious, do you know how you got the keylogger on your system?

[Lethallin]

Just currious, do you know how you got the keylogger on your system?

It seems after looking through my scanner's logs, it might not have been a keylogger. What it found looked to be simple tracking cookies, and nothing very serious.

If it was a one, I really don't know how it got there. I browse entirely with NoScript and rarely ever download anything questionable, and certainly haven't since playing FFXIV.