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Contacting Square-Enix/PlayOnline SupportFollow

#1 Dec 02 2009 at 12:43 PM Rating: Excellent
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Sticky this, add it to an existing sticky, etc., just put it somewhere that it can be linked easily here on the boards.

Seems like at least 50% or more of new/returning player posts on the FFXI boards is in regards to problems trying to find a way to get a hold of PlayOnline/Square-Enix for support with problems. They're customer service setup is kind of cryptic and in some cases, require you to go through multiple steps because certain options become available. Here's a quick outline of contact information & methods to help remedy this.

Phone Support
This is the first stop for account or technical issues

Ph: 858-790-7529
Available Mon-Fri 9am-6pm PST

Live Chat Support and Email Support
The next best thing to a phone call

1) Visit Square-Enix Online Support
2) Select either the appropriate Category/Subcategory or enter Account/Billing with Information Change as a Subcategory
3) Enter anything for Contact Details and hit Next
4) The next screen is last chance relevant matches, hit Next again
5) You should now be presented with two Support options, the first button should *Proceed to Email Support; the second button should Proceed to Chat Support

*When using email support, be sure to go back and make sure you've entered the appropriate information into the Category/Subcategory portions of the initial form as these details are delivered with the rest of the email support form provided.

Edited, Dec 2nd 2009 3:22pm by Ryneguy
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#2 Dec 02 2009 at 12:52 PM Rating: Decent
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This would be a useful sticky.
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#3 Dec 02 2009 at 1:06 PM Rating: Excellent
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Done. Moved Credit Card FAQ to legendary stickies.
#4 Dec 02 2009 at 1:31 PM Rating: Good
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How about saying how to do email too? I know that's really obvious to get to, but it doesn't hurt to have it at least mentioned.

I'd also like to say email support was very good with me. D2D didn't have the Ultimate Collection up and FFXI's site said it was there, so email support from SE told me to talk to D2D. I already had (they told me if it's not on our site, we don't sell it) and told them that. A bit later SE replied giving me a link to the game on D2D, which wasn't there before. Leads me to believe SE smacked D2D around a bit and got them to put up Ultimate Collection.
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#5 Dec 02 2009 at 2:19 PM Rating: Good
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Added email support (directly related to Chat support, it's on the same support page). o.O;
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#6 Dec 03 2009 at 7:18 PM Rating: Good
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The phone support person I spoke to, seemed fxcking clueless, so I'd recommend chat, personally. They were much more helpful than the tard answering the phone.

Edited, Dec 3rd 2009 8:21pm by Kaliria
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#7 Dec 03 2009 at 9:52 PM Rating: Decent
I have one issue with that and that is that the state is a required field in the support. I'm playing from Australia and have been trying to get help with my password- and PlayOnline Id,but I can't do it without sending false information to them,which leaves me without support,so to speak.
#8 Dec 05 2009 at 2:50 PM Rating: Default
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is the chat open all the time? I need urgent help but i can't call phone now cuz its saturday
#9 Dec 08 2009 at 1:38 AM Rating: Good
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email support is a waste.

First you get a FAQ-answer and if this didnt helped, you have to answer on that mail to get additional help, but then...
I always get answered to use chat, because this issue cannot be solved via email. :/
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#10 Dec 09 2009 at 1:59 PM Rating: Decent
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Well, looks like I won't be able to play anymore. My bank told me I could set up SecureCode on the link they sent me but it said my card was invalid. I give up. It's not worth my time and effort anymore to try and give SE my money.

Also looks like the chat Agent didn't do shxt about removing November's fees so I could log in. I'm sitting on week 2 with no action taken.
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#11 Dec 27 2009 at 9:07 AM Rating: Good
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Quote:
I have one issue with that and that is that the state is a required field in the support. I'm playing from Australia and have been trying to get help with my password- and PlayOnline Id,but I can't do it without sending false information to them,which leaves me without support,so to speak.



I am unsure what you mean by "false information."
Is this because when you set up your account, you did not fill out your actual address and made one up instead?
If you are the true account holder who still has the correct ID,Playonline registration codes and matching credit card info that matches that account, then you should not have any issues when contacting SE support center.
The address they ask you for is the one you used to register the account and to some degree it won't matter if it exists or not.

(It would matter if your account got hacked or left on a different server and you requested a roll-back then then they would email you something called a "GDA form" or "Game Data Recovery Form."
Along with this, they would require a copy of an official document like a drivers licence or a passport to prove you are who you say you are.)

However, for something as simple as a password change, then it's simple as long as you have all the matching info they ask for.


If this isn't the case and the account your playing on is one that was bought or given to you by a friend then it's true that you would have issues with the support center and they would not make any changes to that account.

Edited, Dec 27th 2009 10:13am by Janeash
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#12 Dec 31 2009 at 7:39 PM Rating: Decent
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Make a sandwich and get a drink, you're going to be on hold for a while.
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#13 Jan 13 2010 at 9:53 AM Rating: Good
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Janeash wrote:
Is this because when you set up your account, you did not fill out your actual address and made one up instead?


It's more likely because the link on the top is for the NA support site, which doesn't include Australia. I'm not sure which site would be more appropriate, but they could try the European site.
#14 Jan 18 2010 at 7:51 PM Rating: Decent
keichiim wrote:
Janeash wrote:
Is this because when you set up your account, you did not fill out your actual address and made one up instead?


It's more likely because the link on the top is for the NA support site, which doesn't include Australia. I'm not sure which site would be more appropriate, but they could try the European site.


Agreed - FYI, I had some similar problems with switching cards via POL (posted on this thread). I was told they could not assist via the phone because I was not in NA. (Not sure if it makes a difference, but I originally was in NA and moved to Australia). I sent a politely worded but clearly frustrated letter and someone called me and updated the info a few days later, so that was good.

FYI, here is address and fax number information for NA support:

Square Enix Support Center
Square Enix, Inc.
3d Floor
999 North Sepulveda Blvd
El Segundo, California 90245

Fax: +1 310 846 0403

Hope it helps someone; I recommend a clear letter with specific request for assistance and reference to a trouble ticket.


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#15 Jan 21 2010 at 5:42 AM Rating: Decent
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ok here goes im not very good on computers so i cant navigate through to get any type of assistance from the site.
ive tried about fifty times but i can never get to the chat or email page i get the options but then it says i havent filled out something when there clearly all filled out.

oh im from australia by the way ok

ok long story short i only have my play online ID

ive tried all the passwords i can think of that i would have had and nothing works.

tried to get my square account password sent to my email, and it says that no account is activated for that email which is retarded as its the only email i have eva had.

ive got all the registration codes and such for playonline and final fantasy

ive also got something ive marked down as mail add (which is a 13 letter/number code)

i also can remember putting in a security answer which i can remember the answer 2.

so what are my options here?

thanks in advance
#16 Jan 21 2010 at 10:18 PM Rating: Decent
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ok got thru to a guy named paul on the chat thing, not really sure how i got through i just did the exact same thing and this time it worked lol.

anyway went thru and explained my situation gave him all the info i had and it came down to me remembering what mobile number i had at the time which somehow i managed. so now ive got my account back and im downloading the game once again oh well 9+ hours of waiting time.
#17 Feb 11 2010 at 5:24 PM Rating: Decent
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IMHO, it's kind of a sad state of affairs that we need a "how to contact S-E customer support" sticky on the main page of the forums...
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#18 Feb 22 2010 at 3:56 AM Rating: Decent
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So is it just me or has the chat support option disappeared? Because I've looked for it several times over the last month or so and I can't find it. Following the instructions in the first post of the thread only gives me the option of email support, which I've tried already, only to get an automated reply telling me to ring them or use web chat support.
#19 Mar 07 2010 at 9:42 PM Rating: Decent
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guy i spoke to a few days ago, andrew was no help at all..

i had everything except the credit card i was using at the time.. i gave him everything from address, to phone to last time i played to character names, phone number but i didn't have that damn card number..

my apartment was broken into xmas 08 so i changed my cards and i dont have it anymore so i'm out of millions in gil, a 57 dark knight ad 60 beastmasouter and various other jobs and gear..

very sad indeed..

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#20 Mar 15 2010 at 3:00 PM Rating: Decent
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Yeah, email support just sent me a copy/paste of the FAQ page, so no help there. Can't get my card accepted, even though I've had the same account (game and bank) since I started playing almost 7 years ago. Call SE, they tell you its the banks fault, call the bank, they tell you its Mastercards fault, call Mastercard, they say its the banks fault. All the while I have no account and probably got nixed from the FFXIV beta for not having an active account....."customer service" my a$$.
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#21 Mar 24 2010 at 7:26 AM Rating: Default
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square enix account is a piece of sh*t, i never seen so many issues with a website until they try to revamp it, now i can hardly get in it no matter how many time i enter my password. even the security question are wrong, i mean wtf is with this piece of crap, keep saying my password is incorrect, one sec then lets me in, then incorrect all over again. se is seriously becoming garbage.
#22 Apr 07 2010 at 5:14 AM Rating: Decent
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KaneIsthara wrote:
This would be a useful sticky.

It would be even more useful if it wasn't US-centric and recognised there are other parts of the world from which Alla's readers come.

gaiaxzero wrote:
square enix account is a piece of sh*t, i never seen so many issues with a website until they try to revamp it, now i can hardly get in it no matter how many time i enter my password. even the security question are wrong, i mean wtf is with this piece of crap, keep saying my password is incorrect, one sec then lets me in, then incorrect all over again. se is seriously becoming garbage.

Oddly in the nine months I've had my account I've never had a problem logging in.

Edited, Apr 7th 2010 7:16am by Kragorn
#23 Apr 28 2010 at 3:02 PM Rating: Good
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Kragorn wrote:
It would be even more useful if it wasn't US-centric and recognised there are other parts of the world from which Alla's readers come.


I'm a US player, and my experience with customer service is based on support from the US. Instead of pointing out the flaw, if someone from EU or elsewhere would like to relay the information, I'll gladly add it to the OP of this sticky.
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#24 May 02 2010 at 6:55 AM Rating: Good
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Ryneguy wrote:
Kragorn wrote:
It would be even more useful if it wasn't US-centric and recognised there are other parts of the world from which Alla's readers come.


I'm a US player, and my experience with customer service is based on support from the US. Instead of pointing out the flaw, if someone from EU or elsewhere would like to relay the information, I'll gladly add it to the OP of this sticky.


this is the adress to the eu site http://support.eu.square-enix.com/contacttop.php?id=455&la=2
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#25 Jun 03 2010 at 1:59 PM Rating: Decent
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I recently reactivate my account from 5years ago. Square Enix reset my password. I've been playin on this account for a bout a week now, and Today it says invalid password. I've tried everything to put the password SE gave me in but it still says invalid.
And to boot, SE tech support is Busy everytime i call
#26 Sep 17 2010 at 5:16 PM Rating: Decent
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I know what you mean, I've had my own shortcommings when it comes to support, which was recently highlighted in it's own post. All I can say is if you're like me, and teetering on do you keep playing or cut your losses. It's a tough call, and if you've put as much effort into this as I have you may not want to make it, but there comes a point when you have to say I've had enough. Especially when there are more games out there to put time into.
#27 Sep 22 2010 at 7:26 PM Rating: Default
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hey guys i'm not sure whats wrong with my ffxiv, but i have logged in and once i hit the play button it keeps popping up with this blue screen that says i need go to account management and activate my options. I have already done that and it seems i cant get past that point. Is there any1 having same issues with me? i have also read that thre is a congestion with the webiste.
#28 Sep 24 2010 at 7:34 PM Rating: Decent
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I think online chat is more direct than the exchange through email, 'cause this issue can not be solved in a short time with email.
#29 Nov 02 2010 at 2:08 PM Rating: Good
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Just a note that if you have a non-secured debit or credit card, be sure to have the exact error code that POL gives you. For cards that are not eligible per the issuing bank, the code should be UCS-5313, but if it's something else, they cannot do a CC override. Check before you call!
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#30 Feb 02 2011 at 3:31 PM Rating: Decent
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I'm also back to FFXI. I just got my account information, that I lost, from SE live chat support. They were very helpful and fast. Currently updating the game, will see you all in game :) I think im on server Slyph since it joined with Fairy server.

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#31 Mar 04 2011 at 6:07 PM Rating: Decent
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I can't believe how horrible customer service is. I requested a roll-back two months ago and have yet to get a response.
#32 Mar 09 2011 at 2:20 PM Rating: Good
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Also add this to the OP?

You can ask on the tech support section on the official forum and a GM/mod may reply.

I just had a GM/mod reply to my thread.
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#33 May 10 2011 at 8:01 AM Rating: Decent
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Just trying to track down the friggin phone number is a quest in and of itself. I should get an in-game item for it...
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#34 Aug 02 2011 at 10:29 PM Rating: Decent
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does anyone know the number for japanese support? i need to call JP support and beg / prayfor an english speaking person to help me.
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#36 Aug 24 2012 at 7:16 AM Rating: Default
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So how you fix this problem !?
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#37 Jan 19 2013 at 2:42 AM Rating: Decent
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Mods- I posted a thread about this, if you think its worth stickieing up top please do so, I know many returning players are having problems with this on many different websites after using google to search for answers.

If you download FFXI from STEAM, there are 2 things you MUST do to get it to play. I have gone through this process twice now, so Ive got it down.
1) Assuming youre using Vista/7, which is probably the majority of people, you MUST go on the Playonline website, downloads section and download the Playonline directly from the website.
Here is the link, but it may change in the future if they put a new version up:
http://www.playonline.com/ff11us/download/media/vista01.html?pageID=media
The version of playonline Steam gives you is no good.
**Make sure you go under computer->Program files->Steam->steamapps->common->ffxi and DELETE the Playonline viewer/Tetra Master folders BEFORE you download and install the new Playonline from the website.


2) BOTH TIMES i downloaded FFXI from steam they were seriously messed up, the first time when I cast the spell dia it would take my characters weapons out among a bunch of other crazy things and the second time I did this the game just crashed on me 10 seconds after getting in the game. To fix this, you must check the files under playonline, both times there was 500-1000+ corrupt files to be fixed. REMEMBER, this confused me the first time: When you click Fix Files you must individually check/fix the Playonline AND FFXI files, its easy to miss this if you rush. It will be set to check Playonline first by default, so let that run just in case and it should be fine if you did step one, but then, and this wasted a hour of my time before I noticed, you have to click the little arrow next to Playonline and it well change to FFXI so you can check those files. This will take much longer and, as I mentioned before, both time I had TONS of corrupt files that needed repairing.

Thats all, I just thought it would be very useful to share, but it would be great if a moderator could put this somewhere easier to notice so people who are returning to XI or switching from ps2/xbox to PC wont have to make another thread wondering why their game isnt working when they download it from Steam.

Edited, Jan 19th 2013 3:51am by aadrenry

Edited, Jan 19th 2013 3:52am by aadrenry
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