I did have this problem once. Let me guess, you have not logged into your SE account since playing FFXI?
I followed this process, but let me tell you a shortcut.
SquareEnix Support Center wrote:
I forgot my Square Enix account/password. What should I do?
Related error message: “ID or password is incorrect.”
If you need your SQUARE ENIX ID, please try logging into the SQUARE ENIX Account Management page with your email address. After successfully logging in, your SQUARE ENIX ID will be listed at the top of the page. Please be aware that your email address must match the registered email address on the SQUARE ENIX Account including case sensitivity.
If you have forgotten your password, please use the password reset function.
If you are having difficulties with the security question/answer, please keep in mind that the answer is case sensitive. When registering an account, you are forced to select and answer one of the four predetermined questions. If you have forgotten or you are not sure which question you chose, please attempt to answer each of the questions provided. Spaces are accepted as valid characters in your Secret Answer. If you are certain of the answer for your chosen Secret Question yet the system is not accepting your entry, please try adding a space(s) before or after your entry.
If you continue to have difficulties, please contact us by using the Additional Assistance button below.
Assuming you have tried everything above, go ahead and call the support center, I sure the wait times today will be horrible, sorry about that.
One thing is the people who finally answer your call will ask for your Support Ticket # (you are supposed to acquire one through the SE Support Center before calling). Tell them that their system would not give you a ticket number, and they will generate one for you.
If you tell them you don't have one, they WILL make you go get one and then wait on hold again.
Good luck man. I know this was frustrating for me as well the first time I saw those security questions. Edited, Aug 15th 2013 1:18pm by Gnu