Suspended account...now terminated?

[Rawrrior]

D: I sure hope you guys get your accounts back!

I've been getting some phishing emails lately. I was weirded out wondering why i was getting emails from SE to confirm my email address on my account? When i did some digging, i found out that it's a scam.

If you get a "legit" like emails from SE (was something like autoinfo_eu@square-enix.com something like that) look at the account url they post in the top of that email, that looks like it's real. If the http part says "http://" instead of "https://" then it's a fake and you should dare not click a link in that email. I've been sent two so far, and noticed something was fishy once it was telling me to confirm an email that wasn't the one i was using on my account (though still a another email i use, just not my main one).

If they reopen your accounts, get the security token as fast as possible linked, can use the free app one. And remember to SAVE the emergency removal code it gives you after you successfully install it!

Good luck to you guys!

[KisaiTenshi]

Where is the web chat?

I've looked for ages, and all I can find web chat for is final fantasy 11 support.

I haven't had to use it, I just know it's there. I seem to recall someone else saying that the FF11 webchat can also be used for FF14

If you follow the SE account compromised link, you end up here
https://support.na.square-enix.com/c...c=405&subject=[Support%20Form]%20FFXIV%20Game%20Data%20Recovery%20Request

After submitting a request for assistance using this form, you will be asked to submit documentation in order to verify your identify.
Please note that we will not proceed with the investigation and game data recovery process until we receive this documentation.

* We accept copies of the following as forms of identification:
Driver's License
Insurance Card
Passport
Resident ID Card (issued within the last 3 months)
* Copies will be carefully disposed of after being kept securely for a certain period of time.

Also
https://support.na.square-enix.com/f...bject=takeover

As set out in Article 5 of User Responsibilities of the Square Enix Account User Agreement, management and security of one's Square Enix ID and password is solely the responsibility of the user.
If you think that the account has been accessed by an unauthorized third party, please contact us by visiting the SQUARE ENIX Support Center. We will perform our own internal investigation to determine whether or not there was unauthorized access, and do so as quickly as possible.

Which then says "click additional assistance button" which none exists.

I really hate knowledge-based support systems, they're about as useful as slamming a door on your hand.

[HiirNoivl]

This. I tried logging in on a different computer and forums won't accept it lol

I see. I'm very sorry for your loss.

[KisaiTenshi]

If you get a "legit" like emails from SE (was something like autoinfo_eu@square-enix.com something like that) look at the account url they post in the top of that email, that looks like it's real. If the http part says "http://" instead of "https://" then it's a fake and you should dare not click a link in that email. I've been sent two so far, and noticed something was fishy once it was telling me to confirm an email that wasn't the one i was using on my account (though still a another email i use, just not my main one).

US is autoinfo_us@account.square-enix.com but will come from support_na@square-enix.com

If you send email to the latter without the ticket ID in the subject, consider it lost.

[Rawrrior]

US is autoinfo_us@account.square-enix.com but will come from support_na@square-enix.com

If you send email to the latter without the ticket ID in the subject, consider it lost.

It was a phishing email that is forging the real email. The URL for account management in the email was a fake. Was just letting others know to be extra careful with emails that seem a little strange to you from SE, even if the email looks like the real deal.

I don't have any tickets open or anything of the like. Was just very odd to me to get those emails to verify my email adresses till i googled and noticed SE posted something about phishing emails being sent out. The email contents its self looked legit, just the https:// part was missing the S, which they said if it is, it's probably a phishing link.

Thank goodness i didn't click it ~__~;

[Lethallin]

Good luck with your problem, try and try again I suppose is the only option.

[Aydem]

Even tho i trashing this game and never play it again,
I tried to get a support guy on my case

this is what i got as replies

Status: Connected
SEE Dominique (Listening)
SEE Dominique: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hey
SEE Dominique: Hello! I understand you are having a problem with your account?
You: ye
You: RMT hack
You: so you guys suspended my account
You: didnt receive any mail about it
You: been days since i could login
You: And i didnt use a password that is used on other sites nor its linked to me since its a generated password with numbers and letters
You: so i'm a bit worried about the security
SEE Dominique: I'm sorry to hear that. Unfortunately, if somebody was spamming RMT (real money trading) from your account, your account would have been banned permanently. Now that you have contacted us, if you believe your account was hacked and you were not at fault, we can open a compromised account case for you to try and re-open your account.
You: ok... and how about the lost time?
SEE Dominique: Unfortunately we cannot refund any lost time, as we cannot be made responsible for somebody else logging in to your account. I understand this must be very distressing for you and I do apologise for the inconvenience.
You: and how can they hack my account if its a random generated password, i'm worried about my information on SE, creditcard details etc
You: has their been a breach? and is it fixed?
SEE Dominique: Their has been no 'breach' on our side. Unfortunately I would not know how a hacker gained access to your account. I can only recommend using a security token in the future, to generate a one time password.
SEE Dominique: *there
You: owke... guess thats the only solution than
You: so how long will this take to get my account back
SEE Dominique: I'm afraid with the current volume of demands it can take up to a couple weeks.
You: yeah thats what i guessed
You: so my FFxiv collector edition purchases has resulted in, no early access and no gametime
You: you get my frustration
You: i hope
You: because by the time you guys resolve this the included time will be over
SEE Dominique: Of course. It is very unfortunate and I wish I could do something to speed up the process. But I'm afraid RMT spamming is a serious violation and every claim must first be investigated by our head office.
You: i understand that, but by the amount of people that got hacked (as you just stated yourself) It kinda feels like a major scam, eventho i know its not the case
You: the forums are full with topics about this case, reddit is full with it
SEE Dominique: The high volume in demands is not just for RMT spamming, but other general issues as well.
You: i know it isn't just that
You: but if you look on the forum you know enough
SEE Dominique: I'm afraid there's nothing else I can do.
You: guess we will have to take it like it is, i guess
You: will i receive atleast a mail now
You: when it gets fixed?
SEE Dominique: Of course. We will be in touch with you vie email once we know more. But first I need to take details and such, so we can create your case. Would you like to start?
SEE Dominique: *via

[HiirNoivl]

Dominique seemed understanding and regretful... but as he said, these are serious violations and must be investigated by someone higher up than him. You really can't expect them to help you. But what I would recommend is trying to contact as many people as possible and maybe getting the "head office" to take another look. Even though that may take even longer than the initial investigation. If it's not worth it to you that's understandable.

[Aydem]

I'm at the point i couldn't care less what they do with it

During early access i had error after error
after 8 of the 30 days i paid for i get locked out of my account and now they expect me to add more gametime for being able to play again...

I just don't like to be scammed, even if its not directly their fault

[Katixia]

It's been two weeks now for my husband, since he called SE support. Still not even an email to gain information from him yet. So I hope you're ready for a wait. We've already decided to move on. I didn't renew my sub, and he wont be, even if he gets his account back.