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#1 Sep 22 2011 at 9:39 AM Rating: Decent
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I played when the game first came out but canceled my account a few months back. I decided i wanted ti play again but all the info i had on my account no longer works. When i try to reactivate ... well there is no reactivate. Every single time i try it says the info, CC, game code is all ready active. I am really confused about this. I have all so tried to contact Square via phone number many times during normal hours and all i get is " call back during normal hours" ..... what? i have tried 3 numbers and all say the same thing and are based in cal. Does anyone have a info on how i can speak to live support or a proper phone i could use so i can start playing again? I really do not want to pay 50 plus bucks over the 75 dollar special edition i got. TYVM for all of your time.
#2 Sep 22 2011 at 9:51 AM Rating: Good
Myth, I can't help you. I'd like to but I have seen this issue a few times now and no good advice has come up.

Admins, we allegedly have some contact with SE here. Can we just get an official way of dealing with this stuff? People want to come back, and are getting **** blocked. SE, if they don't know already, should realize that this is a problem.
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#3 Sep 22 2011 at 9:56 AM Rating: Decent
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thanks for the reply. I do hope something can be done but i wont hold my breath.
By and chance did you play ffxi and was on asura server? name seems familiar
#4 Sep 22 2011 at 9:59 AM Rating: Good
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Yeah it's unfortunate that this problem still happens. I'm not sure what you tried but I would try to call SE until you get someone, not sure that will do much. I'm just glad when I quit I didn't cancel my account... they weren't charging so I saw no point to cancel :D

Good luck and if you find a way to reactivate your account you should post it here for others to follow the same steps.
#5 Sep 22 2011 at 10:03 AM Rating: Decent
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for sure! Only problem is getting a hold of them! All three of the numbers i have tried all day call back during businesses hours! Well.. it is way past those hours.... and it still says call back during normal hours. (sigh hurry up and wait)
#6 Sep 22 2011 at 10:12 AM Rating: Good
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Hurry up and wait :D

Maybe they are JP hours ?_?

Do they have support email?

Now serving number 108... *checks ticket number.. #104819* FML
#7 Sep 22 2011 at 10:13 AM Rating: Excellent
Hmmm. This is indeed a problem. The only thing I could recommend is to attempt posting something in the Official Forum, and bump the **** out of it until someone responds.
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#8 Sep 22 2011 at 10:40 AM Rating: Decent
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welp thanks for the advice guys! Seems that my email has been changed with out me knowing. So i simply am using the buddy account. my name is Mythril Duelmatrix and selbina server. rank 1 lance now ( sad face ) look me up some time ^^
#9 Sep 22 2011 at 10:55 AM Rating: Excellent
Email Support and Live Support are horrible. Follow these steps to get someone on the phone with you. They WILL help you if you jump through all of the following flaming hoops:

Step 1: Get a Ticket Number
Start Here:
http://support.na.square-enix.com/main.php?id=20&la=1&SQEXSC=6drncjivvaciuul8104f6f3k53

Now click "Contact"

Customer Service - "Get Support"

Fill out your Contact Catagory and "Next"

Email Support - "Next"

Now fill in the required info only, you do not need your Play Online ID or Confirmation Number, I think you can just make up a the last 4 digits of your credit card number. It doesn't matter in the slightest what you put into this area. Just keep filing in something until it let's you "continue".

WALA! You now have the magic Ticket Number that means Phone Support will talk with you. (They don't say, "Hi". First thing they do is ask for your ticket number.)

(An alternate to Step 1 is to just call the number below and tell them that their Ticket # system is giving you an Error. They will not argue about it, and will just manually fill in your problem in the system. Ask them what they asigned your Ticket Number as, though, in case you have to call back.)

Now call here:

Square Enix Support Center:
1-858-790-7529
9AM-5PM (PST) Mon-Fri. Closed weekends.

You can click through the Official Support Website for hours without finding this phone number. I usaully have to make this call on a day off work because it takes so long and they are only open during my work hours. That fact that I am an expert at contacting customer service makes me cry inside.

After getting to this point someone WILL help you. If you can't understand the person, or they just can't answer your problem, ask for Level 2 support.

Good Luck.


Edited, Sep 25th 2011 9:52pm by SmashingtonWho
#10 Sep 22 2011 at 1:08 PM Rating: Good
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SmashingtonWho wrote:
That fact that I am an expert at contacting customer service makes me cry inside.



Aye, it is a shame when the customer service process becomes more familiar than the game.

Thank you for sharing this info though, I'm sure it will help many in the future. Including myself, most likely, if S-E stays true to form. :p
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