My husband apparently ran into this problem when he tried to resubscribe. He used his friend code from the box to make a new account. I will ask him to post in the forums later.
I don't get it. All we want to do is give S-E some money. What, they don't want it?
Edited, Sep 13th 2013 3:40pm by aemetri
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- Can't reactivate FFXI account?
Can't reactivate FFXI account?Follow
Most likely FFXIV screwed up their support department and now that's all they care about...
1 post
I have issues as well reactivating ffxi accounts i only cancelled 2 months ago. Does anyone know what the heck this evil empire is doing? I looked everywhere on the net and no where is saying what the issues are except what the users are posting. Please HELP
34 posts
Having the same problem. So this has been going on for 30 days? People also can't deactivate their accounts? Surprised this hasn't got more attention if so... Forcing people to pay b/c they can't deactivate - Would imagine a huge uproar by people..especially with the release of XIV I would of imagine a lot of cancellations of XI... :O
6 posts
LunarianCrystal wrote:
People also can't deactivate their accounts? Surprised this hasn't got more attention if so...
Getting their attention is just about impossible. :(
Edited, Sep 14th 2013 4:33pm by aemetri
6 posts
He just let me make a post through his account in the forums:
http://forum.square-enix.com/ffxi/threads/37298-Unable-to-reactive-service
http://forum.square-enix.com/ffxi/threads/37298-Unable-to-reactive-service
34 posts
Is FFXI's death so imminent? I'm surprised there aren't more people complaining if they are unable to deactivate/activate. I'd assume WAY more people are having this issue...and yet, only a handful are. And if it only IS a handful then FFXI's fate is sealed...
8 posts
aemetri wrote:
He just let me make a post through his account in the forums:
http://forum.square-enix.com/ffxi/threads/37298-Unable-to-reactive-service
http://forum.square-enix.com/ffxi/threads/37298-Unable-to-reactive-service
That's great! I hope they notice the issue and solve it now.
I bet that message will sit there on the forum unreplied to for weeks. Maybe SE will get their act together and fix all this nonsense.
Not being able to cancel a service you pay for should be illegal!
I really hope I don't see a message next week saying FFXI is shutting down.
It does make me wonder..
Not being able to cancel a service you pay for should be illegal!
I really hope I don't see a message next week saying FFXI is shutting down.
It does make me wonder..
34 posts
No one is having any luck? :/
6 posts
I got through to technical support. What I did was dial the number exactly when Square-Enix opens. I wasn't even on hold; it just rang 4 times and someone answered.
She told me that when I cancelled, I cancelled the entire PlayOnline ID and she went ahead and reversed that. It looks like everyone having that problem is going to have to contact technical support eventually. I highly recommend calling right when they open.
I'm subscribed and updating now.
She told me that when I cancelled, I cancelled the entire PlayOnline ID and she went ahead and reversed that. It looks like everyone having that problem is going to have to contact technical support eventually. I highly recommend calling right when they open.
I'm subscribed and updating now.
8 posts
I'm happy for you, man! Finally, someone was able to contact them.
Living on Brazil, I have no idea how I'll be able to contact them. The chat would be my only option, but I can't fill the fields "State/Region" and "Zip Code" from here. Should I use fake information and then explain my situation to them?
Living on Brazil, I have no idea how I'll be able to contact them. The chat would be my only option, but I can't fill the fields "State/Region" and "Zip Code" from here. Should I use fake information and then explain my situation to them?
34 posts
Yeah I got it working. I had to wait in chat 3 hours each time...first time they just D/C-ed me... 2nd time I finally got an agent to help me reactivate. Yeah I'm understanding what happened though. Don't even cancel the POL service... If you are going to cancel just cancel the content IDs only. Lesson learned!
Had some friends that tried to reactivate over the weekened and they had no luck at all, Square have the worst account and CS systems ever.
The people Square pay to run customer service are flat out useless, I think they surf the net all day.
The people Square pay to run customer service are flat out useless, I think they surf the net all day.
Looks like SEE support in Europe are unaware of an issue. Below my wife's conversation with support.
SEE Agent Paul N.: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
SEE Agent Paul N.: I understand you are having an issue re-activating your account ?
You: Yes
You: For two weeks I've not been able to reactive it.
SEE Agent Paul N.: Ok, can you explain the issue for me in detail
You: Well I go to the account management page. I select options for FFXI service, and click the reactivate button. But it brings up a webpage saying they are under maintenance. And its been that way for 2 weeks. There is no information on SE websites regarding this as an issue.
SEE Agent Paul N.: Have you tried logging into your account in another browser ?
You: Actually yes. Both Firefox and Google Chrome
SEE Agent Paul N.: Ok, can you link me the page that says that it is in maintenance ?
You: Yes one sec.
You:
SEE Agent Paul N.: Ok, please give me a moment I'll see what I can do for you
You: Thank you
SEE Agent Paul N.: Just to confirm when you get the message saying the site is in maintenance have you tried reloading the page ?
You: Correct, still it it gives the same message
SEE Agent Paul N.: Are you able to access other sections of the account management page without issue ?
You: Yes, I can update account information, change password, update payment method. It's just clicking on the reactive service for Final Fantasy XI that leads to the webpage saying they are undergoing maintenance.
SEE Agent Paul N.: What about the MogStation, can you access that ?
You: Yes, that I am also able to access. No issues there.
SEE Agent Paul N.: Ok, so when you log into https://secure.square-enix.com on the first page you see the "MogStation" button and the "PlayOnline" button ?
You: Yes I do.
SEE Agent Paul N.: Ok, when you click on the PlayOnline button do you see any options ?
You: Yes, I see the options listed associated with my account. Options List, and Reactivate Service. I click on reactivate service and it leads to the under maintenance page.
SEE Agent Paul N.: Have you tried from another computer/connection or even from a mobile phone(if you have a data connection) ?
You: Three different computers and two different secure internet connections, yes.
SEE Agent Paul N.: Ok and can you confirm the PlayOnline ID of the account you're trying to reactivate ?
You: Also this is an issue with two accounts in this household. My husband has an account is is seeing the same issue.
You:
SEE Agent Paul N.: Ok, I'll just see if there is anything else that you can try
You: No problem. I might add, when trying to research this issue online, I read on a fan site forum, many other people are having the same issue. I would have thought this was a known issue to your support team.
SEE Agent Paul N.: I can honestly say I haven't spoken to anyone with this issue yet :(
You: I understand. I wonder what the issue is. As we have activated and de-activated our accounts many times over the years. Never seen this issue.
SEE Agent Paul N.: You said you've been trying for over 2 weeks ?
You: I mean, I know activation services go under maintenance at times, I've seen the official posts from SE saying such, but this one has been 2 weeks.. and there is no official posts about this maintenance. Yes, I have been trying to reactivate my account each day for two weeks.
You: I just want to give you money to play your game =)
SEE Agent Paul N.: The account management site intermittently gives the maintenance message so that's what a lot of people see and reloading usually fixes that
You: Yeah it's not been working to fix it for two weeks. Reloading the page, or logging in and out. I've tried selecting the service page from the Playonline button under the Mog Station one, and selecting the service options from the list on the left side of the account page also.
You: I would gladly play FFXIV with my husband, but my laptop doesn't run it well and I have friends playing XI I can play with. One of my friends playing mentioned they have the opposite issue, they are unable to de-activate their account. They were able to discontinue the characters.. but not de-activate the POL account
You: If I may, I'll post you something a forum poster said about getting the issue corrected for them:
You: I got through to technical support. What I did was dial the number exactly when Square-Enix opens. I wasn't even on hold; it just rang 4 times and someone answered.
She told me that when I cancelled, I cancelled the entire PlayOnline ID and she went ahead and reversed that. It looks like everyone having that problem is going to have to contact technical support eventually. I highly recommend calling right when they open.
I'm subscribed and updating now.
SEE Agent Paul N.: ahhh, interesting
SEE Agent Paul N.: Ok, now what I'm going to have to do is escalate this to our head office in London for them to investigate, if it is something as simple as reactivating your account then we will hopefully take care of that as soon as possible
You: Okay. I first tried to contact support via email, and they sent an automated response on the 11th saying they would contact me in two days, but..well.. no contact yet =) so that is way i contacted you today via online support.
You: But thank you for your escalation request. Will I hear back from someone? Or what is the next step?
SEE Agent Paul N.: Sorry I don't have a better answer for you but thanks for the additional information
SEE Agent Paul N.: Is there anything else I can help you with today?
You: Yes, I asked if I get a email back or what happens next? Should I try contacting support again later?
SEE Agent Paul N.: Sorry, I wasn't able to respond
SEE Agent Paul N.: We will hopefully contact you via email with a response
You: Okay, thanks again. I know you guys are busy. Again, thank you for the escalation request!
SEE Agent Paul N.: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
SEE Agent Paul N.: I understand you are having an issue re-activating your account ?
You: Yes
You: For two weeks I've not been able to reactive it.
SEE Agent Paul N.: Ok, can you explain the issue for me in detail
You: Well I go to the account management page. I select options for FFXI service, and click the reactivate button. But it brings up a webpage saying they are under maintenance. And its been that way for 2 weeks. There is no information on SE websites regarding this as an issue.
SEE Agent Paul N.: Have you tried logging into your account in another browser ?
You: Actually yes. Both Firefox and Google Chrome
SEE Agent Paul N.: Ok, can you link me the page that says that it is in maintenance ?
You: Yes one sec.
You:
SEE Agent Paul N.: Ok, please give me a moment I'll see what I can do for you
You: Thank you
SEE Agent Paul N.: Just to confirm when you get the message saying the site is in maintenance have you tried reloading the page ?
You: Correct, still it it gives the same message
SEE Agent Paul N.: Are you able to access other sections of the account management page without issue ?
You: Yes, I can update account information, change password, update payment method. It's just clicking on the reactive service for Final Fantasy XI that leads to the webpage saying they are undergoing maintenance.
SEE Agent Paul N.: What about the MogStation, can you access that ?
You: Yes, that I am also able to access. No issues there.
SEE Agent Paul N.: Ok, so when you log into https://secure.square-enix.com on the first page you see the "MogStation" button and the "PlayOnline" button ?
You: Yes I do.
SEE Agent Paul N.: Ok, when you click on the PlayOnline button do you see any options ?
You: Yes, I see the options listed associated with my account. Options List, and Reactivate Service. I click on reactivate service and it leads to the under maintenance page.
SEE Agent Paul N.: Have you tried from another computer/connection or even from a mobile phone(if you have a data connection) ?
You: Three different computers and two different secure internet connections, yes.
SEE Agent Paul N.: Ok and can you confirm the PlayOnline ID of the account you're trying to reactivate ?
You: Also this is an issue with two accounts in this household. My husband has an account is is seeing the same issue.
You:
SEE Agent Paul N.: Ok, I'll just see if there is anything else that you can try
You: No problem. I might add, when trying to research this issue online, I read on a fan site forum, many other people are having the same issue. I would have thought this was a known issue to your support team.
SEE Agent Paul N.: I can honestly say I haven't spoken to anyone with this issue yet :(
You: I understand. I wonder what the issue is. As we have activated and de-activated our accounts many times over the years. Never seen this issue.
SEE Agent Paul N.: You said you've been trying for over 2 weeks ?
You: I mean, I know activation services go under maintenance at times, I've seen the official posts from SE saying such, but this one has been 2 weeks.. and there is no official posts about this maintenance. Yes, I have been trying to reactivate my account each day for two weeks.
You: I just want to give you money to play your game =)
SEE Agent Paul N.: The account management site intermittently gives the maintenance message so that's what a lot of people see and reloading usually fixes that
You: Yeah it's not been working to fix it for two weeks. Reloading the page, or logging in and out. I've tried selecting the service page from the Playonline button under the Mog Station one, and selecting the service options from the list on the left side of the account page also.
You: I would gladly play FFXIV with my husband, but my laptop doesn't run it well and I have friends playing XI I can play with. One of my friends playing mentioned they have the opposite issue, they are unable to de-activate their account. They were able to discontinue the characters.. but not de-activate the POL account
You: If I may, I'll post you something a forum poster said about getting the issue corrected for them:
You: I got through to technical support. What I did was dial the number exactly when Square-Enix opens. I wasn't even on hold; it just rang 4 times and someone answered.
She told me that when I cancelled, I cancelled the entire PlayOnline ID and she went ahead and reversed that. It looks like everyone having that problem is going to have to contact technical support eventually. I highly recommend calling right when they open.
I'm subscribed and updating now.
SEE Agent Paul N.: ahhh, interesting
SEE Agent Paul N.: Ok, now what I'm going to have to do is escalate this to our head office in London for them to investigate, if it is something as simple as reactivating your account then we will hopefully take care of that as soon as possible
You: Okay. I first tried to contact support via email, and they sent an automated response on the 11th saying they would contact me in two days, but..well.. no contact yet =) so that is way i contacted you today via online support.
You: But thank you for your escalation request. Will I hear back from someone? Or what is the next step?
SEE Agent Paul N.: Sorry I don't have a better answer for you but thanks for the additional information
SEE Agent Paul N.: Is there anything else I can help you with today?
You: Yes, I asked if I get a email back or what happens next? Should I try contacting support again later?
SEE Agent Paul N.: Sorry, I wasn't able to respond
SEE Agent Paul N.: We will hopefully contact you via email with a response
You: Okay, thanks again. I know you guys are busy. Again, thank you for the escalation request!
My wife got an email.. account now available to activate. No mention on the issue. It looks like that the only way right now to resolve is by contacting SE directly.
Edited, Sep 19th 2013 10:46am by Magilicotti
Edited, Sep 19th 2013 10:46am by Magilicotti
Wow, I can't believe they didn't even investigate the "Down for Maintenance" issue.
So you had to have them activate it for you over the phone/chat?
They must have a bug in their system since there is no way to suspend service as far as I know.
I just checked and mine is listed as "Cancelled" on July 2012. What's the difference?
On the service and option screen there is a listing at the bottom that says "Cancelled Service Accounts" and a button that says "Reactivate" which is what gives the error.
Based on memory there was no way to actually suspend a Playonline account.
So you had to have them activate it for you over the phone/chat?
They must have a bug in their system since there is no way to suspend service as far as I know.
I just checked and mine is listed as "Cancelled" on July 2012. What's the difference?
On the service and option screen there is a listing at the bottom that says "Cancelled Service Accounts" and a button that says "Reactivate" which is what gives the error.
Based on memory there was no way to actually suspend a Playonline account.
8 posts
Yeah, I can't believe they didn't investigated and corrected the issue for everyone! Like I said, I'm from Brazil, and I can't put my address in the chat support, because the State/Region has only north american states and the Zip Code doesn't have enough space for brazilian zip code. What I can't understand is, why during the account creation I can put my information without any problem but they do this for the support? Does that mean that, if I have any issue, that's not of their business? Argh, I'm mad! I think I'll have to put false address information and say that I moved to the USA, since looks like they won't be solving this issue soon.
Oh, and again, I'm sorry for my crappy english. orz
Oh, and again, I'm sorry for my crappy english. orz
This is a failing of Square enix account system and customer service right now, it's affecting both FF mmos so it's not just a FFXI issue.
I think you can get around it by using paypal and buying crysta? That's how I did it when I resubbed couple of months ago, it just flat out refused to take CC.
Edited, Sep 20th 2013 10:13am by preludes
I think you can get around it by using paypal and buying crysta? That's how I did it when I resubbed couple of months ago, it just flat out refused to take CC.
Edited, Sep 20th 2013 10:13am by preludes
8 posts
The only payment method available to Brazil is via credit card/debit card and I can't change the country that I registered (or I didn't find the option).
Anyone have success with SE getting back with you? Still nothing for me...
8 posts
They finally fixed the issue! My vacations are almost over now, but I HAVE to play the remaining days!
http://www.playonline.com/ff11eu/polnews/news22596.shtml
http://www.playonline.com/ff11eu/polnews/news22596.shtml
Axcelaw wrote:
They finally fixed the issue! My vacations are almost over now, but I HAVE to play the remaining days!
http://www.playonline.com/ff11eu/polnews/news22596.shtml
http://www.playonline.com/ff11eu/polnews/news22596.shtml
You, my friend, are a wonderful person! I thought I was going crazy trying to link my POL account to SE and kept getting a "wrong password" error, thinking my account was hacked again. Just tried, got in and linked first try. :)
I can't believe they didn't see this issue for an entire month.
If I ran a business like this someone would be getting fired!!
I also had a reply to my support ticket I sent in probably 3 weeks ago.
Funny because my interest in reactivating kind of faded away after a week..
I think if I come back I'm going to make it a goal not to waste my time in hunting down fancy new gear.
I stopped playing last time when I realized I had to spend hours just to obtain some new boots with like DEX+2 or something.
I'm really a BST addict but I was loving PLD and got it to 65 or so..
If I ran a business like this someone would be getting fired!!
I also had a reply to my support ticket I sent in probably 3 weeks ago.
Funny because my interest in reactivating kind of faded away after a week..
I think if I come back I'm going to make it a goal not to waste my time in hunting down fancy new gear.
I stopped playing last time when I realized I had to spend hours just to obtain some new boots with like DEX+2 or something.
I'm really a BST addict but I was loving PLD and got it to 65 or so..
Could be that they saw the issue, but had to do a crap ton of investigation to find out where the problem was to actually fix it.
I'm in the depths of hell troubleshooting problems with a website right now so they have my sympathy. Should it take a month to fix a billing issue? No, never. Could it take a month to fix a billing issue? Yes, considering they just had another major MMO launch with its own world of billing problems.
I'm in the depths of hell troubleshooting problems with a website right now so they have my sympathy. Should it take a month to fix a billing issue? No, never. Could it take a month to fix a billing issue? Yes, considering they just had another major MMO launch with its own world of billing problems.
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