http://forum.square-enix.com/ffxiv/t...ne-Line-for-NA

Thread that was up last night about it.

Your contact options vary depending on not only when you try, but what path you take. For some problems, they will only let you email them first--then if it is something they need to chat with you about, they may provide a link via email. However, if you go down the path of account/billing issues (ie: compromised account), you will get a chat option IF the chat center is still open (closes at 6pm Pacific).