Been trying for the past 3 days but it keeps saying "Down for Maintenance". No way it could be down for that long!
This is when I login to SE Account Management and use "Reactivate Service"
Sent them an email 2 days ago with no reply. On Support now and it takes 36 minutes to talk to someone.
This is really weird...
36 minutes waiting for Chat and I'm #30 in line..
I guess they don't want my money. Maybe FFXIV has screwed things up or maybe it's a weird bug.
I've even tried 3 browsers just to make sure it's not something stupid I'm doing.
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Can't reactivate FFXI account?Follow
Not sure how long it's been since you last had your account, but I don't think the "Reactivation Service" is what you want. Try logging in to this site:
https://secure.square-enix.com/account/app/
Once you log in, on the left panel, click "Select Service" under services and options, then pick FFXI, then options list. From there it should be pretty straightforward to reactivate your character.
If it's been a while you probably also need to register a payment method, which is also on the left panel.
IIRC the "Reactivation Service" was for characters that were so old, they'd been deleted from the server. When the game first launched, they said if your character was deactivated for over a year they'd delete it. This hasn't been the case for a while, I've heard of characters over 5 years still being there when their users went to re-sub.
https://secure.square-enix.com/account/app/
Once you log in, on the left panel, click "Select Service" under services and options, then pick FFXI, then options list. From there it should be pretty straightforward to reactivate your character.
If it's been a while you probably also need to register a payment method, which is also on the left panel.
IIRC the "Reactivation Service" was for characters that were so old, they'd been deleted from the server. When the game first launched, they said if your character was deactivated for over a year they'd delete it. This hasn't been the case for a while, I've heard of characters over 5 years still being there when their users went to re-sub.
Sorry, yeah that's where I was at. My character isn't deleted but just put on hold. I last was online back in July 2012.
I posted that message at 5pm and left the live chat windows up while I went to dinner.
I came back and I'm only down to #9 from 5:15 to 6:24. Pretty funny...
"average time the customer has to wait is 40 minutes"
Maybe SE needs to hire more help?
I posted that message at 5pm and left the live chat windows up while I went to dinner.
I came back and I'm only down to #9 from 5:15 to 6:24. Pretty funny...
"average time the customer has to wait is 40 minutes"
Maybe SE needs to hire more help?
Hmmm. I'm not sure what put on hold means, but did you set up a valid payment method? Pretty sure you can't reactivate until you have payment sorted out. If you haven't played since last July, they don't take Click N Buy anymore and you'll have to put in a credit card.
Took 1h and 41 minutes to get down to queue #1 and then it kicks me out and says nobody is there to assist me.
Credit card was updated and so was my address. Think that SE is just screwed up at the moment. Saw another post elsewhere with another person having the same issue.
They also got kicked off of chat after waiting..
Credit card was updated and so was my address. Think that SE is just screwed up at the moment. Saw another post elsewhere with another person having the same issue.
They also got kicked off of chat after waiting..
4 posts
I am having the same issue. I sent in an email yesterday and haven't heard back from them. I also tried using the reactivation service but it says the link is down for maintenance. Although I must admit I haven't tried setting up my card yet for payment. Ill try that and check back here later. I hope we can figure this out. With all this news about FF 14 I've really been itching to play 11 again. Even though I plan to play 14 as well.
I've sent maybe 3 emails. No reply back. No nothing.
I was only interested in returning a few days ago, but due to this hassle it's now a low priority.
My card is set up and they did the $1.00 "test" charge.
Maybe SE should split up the support areas. Some for FFXI and the others for FFXIV?
Maybe they do this already?
I can't believe they'd make people wait 1 1/2 hours and then kick them out of live chat.
It's possible it's just a "bug" they don't know about.
I was only interested in returning a few days ago, but due to this hassle it's now a low priority.
My card is set up and they did the $1.00 "test" charge.
Maybe SE should split up the support areas. Some for FFXI and the others for FFXIV?
Maybe they do this already?
I can't believe they'd make people wait 1 1/2 hours and then kick them out of live chat.
It's possible it's just a "bug" they don't know about.
4 posts
So you did try activating a payment method and it still doesn't work?
Doesn't give me much hope of ever playing again.
I've submitted another email today and am currently number 115 in the wait list in chat hopefully I can get this sorted out.
If I get disconnected from chat like you did and don't hear anything back from them via email by tomorrow I'm just going to reactivate my wow account instead =/
Doesn't give me much hope of ever playing again.
I've submitted another email today and am currently number 115 in the wait list in chat hopefully I can get this sorted out.
If I get disconnected from chat like you did and don't hear anything back from them via email by tomorrow I'm just going to reactivate my wow account instead =/
Yep, payment activated.
I was in queue #35 and then after 1 1/2 hours I got to #1 and they disconnected me and said nobody was there to help! Luckily I was mostly AFK.
I'll try again tonight.
They sure don't want us to come back I guess!
EDIT: Tried again to reactivate. Still "Maintenance" after nearly 5 days!
Edited, Sep 6th 2013 8:37pm by tdockweiler
I was in queue #35 and then after 1 1/2 hours I got to #1 and they disconnected me and said nobody was there to help! Luckily I was mostly AFK.
I'll try again tonight.
They sure don't want us to come back I guess!
EDIT: Tried again to reactivate. Still "Maintenance" after nearly 5 days!
Edited, Sep 6th 2013 8:37pm by tdockweiler
4 posts
Just got an email response today...
I need help with 11. This is getting really annoying.
Quote:
As of August 30th 2013, users who had early access to FINAL FANTASY XIV: A Realm Reborn are now required to register their game registration Code to the FINAL FANTASY XIV Mog Station at http://sqex.to/Msp in order to continue playing.
REGARDING INCORRECTLY REGISTERED SERVICE ACCOUNT:
If you have mistakenly registered FINAL FANTASY XIV: A Realm Reborn to the wrong service account, please fill out this form at http://sqex.to/jpG
If you have mistakenly registered FINAL FANTASY XIV: A Realm Reborn to the wrong Square Enix ID, please fill out this form at https://support.na.square-enix.com/contact.php?id=5382&la=1&daxx=1
REGARDING DIGITAL PURCHASES FROM OUR ONLINE STORE:
If you have purchased the PC digital download of FINAL FANTASY XIV: A Real Reborn from our online store and have not received your registration code by email, please log into www.findmyorder.com to retrieve your code.
REGARDING INCORRECTLY REGISTERED SERVICE ACCOUNT:
If you have mistakenly registered FINAL FANTASY XIV: A Realm Reborn to the wrong service account, please fill out this form at http://sqex.to/jpG
If you have mistakenly registered FINAL FANTASY XIV: A Realm Reborn to the wrong Square Enix ID, please fill out this form at https://support.na.square-enix.com/contact.php?id=5382&la=1&daxx=1
REGARDING DIGITAL PURCHASES FROM OUR ONLINE STORE:
If you have purchased the PC digital download of FINAL FANTASY XIV: A Real Reborn from our online store and have not received your registration code by email, please log into www.findmyorder.com to retrieve your code.
I need help with 11. This is getting really annoying.
I got that too, but they said they'd reply back in 2 days.
SE must be majorly screwed up right now.
Seems they must be focusing on FFXIV and totally ignoring their FFXI customers.
BTW if you do get everything reactivated maybe you can let us know.
Maybe SE doesn't even know about the error.
Edited, Sep 7th 2013 4:01pm by tdockweiler
SE must be majorly screwed up right now.
Seems they must be focusing on FFXIV and totally ignoring their FFXI customers.
BTW if you do get everything reactivated maybe you can let us know.
Maybe SE doesn't even know about the error.
Edited, Sep 7th 2013 4:01pm by tdockweiler
4 posts
I've tried looking around a little more and found a phone number.
I'm going to try on Monday. If it does work Ill let you know.
Quote:
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
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
I'm going to try on Monday. If it does work Ill let you know.
My wife is having the same problem. She cannot reactivate her account. Is FFXI dying?!
Edited, Sep 10th 2013 9:53am by Magilicotti
Edited, Sep 10th 2013 9:53am by Magilicotti
In a week no reply to any of my Emails to SE for help. Checked my spam folder. I think SE has two people working in the support department!
tdockweiler wrote:
In a week no reply to any of my Emails to SE for help. Checked my spam folder. I think SE has two people working in the support department!
Two may be overshooting it a bit, and I believe they have zero people on chat. Multiple times have I gotten to the end of the line after hours of waiting only to be greeted by "There's nobody to help you sucker!"
No luck today...
There seems to be ZERO ways to contact them at all. I even liked them on Facebook but there is just no way to send them a message. You'd think someone higher up would notice these messages.
I tried to login to their official forum and to do that you have to login to the SE account management page.
Here's what's weird...when logging in with the link from their forum you can try about 1000 times and password/id is incorrect. You go to their main SE account management page and login just fine.
Is there official forum down? Has anyone logged in? I think it's down.
I bet people can't even cancel if they wanted to!
There seems to be ZERO ways to contact them at all. I even liked them on Facebook but there is just no way to send them a message. You'd think someone higher up would notice these messages.
I tried to login to their official forum and to do that you have to login to the SE account management page.
Here's what's weird...when logging in with the link from their forum you can try about 1000 times and password/id is incorrect. You go to their main SE account management page and login just fine.
Is there official forum down? Has anyone logged in? I think it's down.
I bet people can't even cancel if they wanted to!
And no official word from SE about this issue either? People cannot sub up to their game for days or weeks and it's not officially listed anywhere as an issue?
Its not just re-upping, I've been trying to cancel my account for over a week now. They better get this fixed before I get billed again.
-woble (Leviathan)
-all jobs 99 but still a bst-er by heart
-all jobs 99 but still a bst-er by heart
8 posts
I'm having the same problem as you. I've been trying to reactivate my account since day 9, but with no success. I've been longing for the start of my vacations, only to play this game. I'm so... frustrated. Lost good part of my days looking for answers at forums, and finally found people who shares the same problem as me. Please, tell me if you find a way to reactivate your account. I can't contact SE because I'm from Brazil and they ask for Zip Code and State (mine is different). Sorry for my poor english.
6 posts
Same problem, and same result with chat "help." I called and I spent four hours on hold. I'd really like to play my old account and not make a new one. Why should I give them $40 for the privilege of starting over? What makes me think that when I inevitably cancel my subscription that they won't have the same issue when I try to return?
I already spent two days trying to get my PlayOnline ID and then trying to download the nfbsking game.
Wasn't able to log into the forums either, but I was able to log into the Square-Enix website just fine.
Edited, Sep 12th 2013 4:24pm by aemetri
I already spent two days trying to get my PlayOnline ID and then trying to download the nfbsking game.
Wasn't able to log into the forums either, but I was able to log into the Square-Enix website just fine.
Edited, Sep 12th 2013 4:24pm by aemetri
It looks like I made the horrible mistake of trying to get the Seekers add-on. Since I use Steam, I had to download the Ultimate Collection . . . which then overwrote my installed game, which then deleted all my log-in information, which I can't now seem to get past the "Incorrect PlayOnline ID or password". They really should be ashamed of how terrible a system they have for registering this game.
1 post
I'm stuck in the same sinking ship but I have a tip, My fiancée was able to get through to SE on phone yesterday but I forgot to ask her to ask about why I can't reactivate on 11 the reason she called was cuz I lost security token and she had them turn it off, she got through when she tried calling a few mins b4 there phone lines open and chat opens 20mins before phone lines open, if you wait longer then 10mins after they open you will never get through sadly as I have tried upward to 5 hours on hold. They are hiring on site I believe as well because the support is so....terrible, ff14 is awesome but even they having same problems contacting its pretty awful, but yea I can't reactivate both my accounts -___-
8 posts
Anybody tried to login and post this problem at the FINAL FANTASY XI Forums?
http://forum.square-enix.com/ffxi/forum.php
I can't login, it says my service is deactivated or something like that.
http://forum.square-enix.com/ffxi/forum.php
I can't login, it says my service is deactivated or something like that.
6 posts
Axcelaw wrote:
Anybody tried to login and post this problem at the FINAL FANTASY XI Forums?
http://forum.square-enix.com/ffxi/forum.php
I can't login, it says my service is deactivated or something like that.
http://forum.square-enix.com/ffxi/forum.php
I can't login, it says my service is deactivated or something like that.
Yes, I tried that and had the same problem. Apparently you need to have a active subscription to post? So how are they supposed to find out there is a problem if they do not answer phones, never have anyone available when chat queue gets down to 1, do not answer emails, don't allow people to send messages or post on their wall on fb, and do not allow people who do not have a current subscription to post?
Edited, Sep 13th 2013 11:00am by aemetri
8 posts
This is so frustrating... and infuriating. Looks like the only thing we can do is wait. What a crappy customer service.
Has anyone with an active account been able to actually log into that official forum?
Maybe you can post a message for us there.
For me it just keeps saying my password is wrong yet it's 100% OK.
Maybe FFXI is going to be shut down?
Extremely unlikely, but why else would they disable their reactivation service?
Maybe FFXIV and FFXI support is all in the same department and they had to temporarily shut down FFXI support.
I bet they didn't hire enough help for FFXIV support.
There is no excuse for making people wait 1+ hours in chat only to get disconnected (every time).
Now it's been two full weeks that it has not been possible to reactivate.
It'd be quite funny if FFXI and FFXIV all ran on shared servers!
Oh and the least they can do is post a message saying they're aware of the problem..
Edited, Sep 13th 2013 3:30pm by tdockweiler
Maybe you can post a message for us there.
For me it just keeps saying my password is wrong yet it's 100% OK.
Maybe FFXI is going to be shut down?
Extremely unlikely, but why else would they disable their reactivation service?
Maybe FFXIV and FFXI support is all in the same department and they had to temporarily shut down FFXI support.
I bet they didn't hire enough help for FFXIV support.
There is no excuse for making people wait 1+ hours in chat only to get disconnected (every time).
Now it's been two full weeks that it has not been possible to reactivate.
It'd be quite funny if FFXI and FFXIV all ran on shared servers!
Oh and the least they can do is post a message saying they're aware of the problem..
Edited, Sep 13th 2013 3:30pm by tdockweiler
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