View Full Version : Concerning Chat Support

15th Apr 2013, 11:37
I need to recover my POL ID, and I am not able to get in touch with chat support. I've submitted a ticket, but I'd like the issue to get solved quicker than 48-hours as I was told I would have to wait this long. Everytime I try and connect to chat support it just says "Come back during business hours. 9am PDT~

It's 9:30am PDT. any suggestions?

15th Apr 2013, 11:45
Chat has been giving me the run around about my issue too. Phone support was supposed to be my saviour but looks like they will not be getting another subscription and new SoA ultimate package sold due to them not wanting to address it. Thanks so much SE for ignoring the customer base.

15th Apr 2013, 11:47
I'm sure they're busy, I've never really had problems with their game before they just don't have a "forgot POL ID" feature which is such an easy issue.

What problems are you having that you need to contact support for? I might be able to help.

15th Apr 2013, 11:57
My original account was hacked a few years ago. Did not want to jump through the hoops of a notary form so I neglected it at the time. I inquired about getting it back and was told it was banned over a year ago, and no reversal is allowed since it has been over a year and content deleted. I was told by another rep that I can request a formal ban investigation to lift it and the data was in fact, still there. I am just sick of the run around.

15th Apr 2013, 12:02
I really like their games man, I do. Their support is so lacking right now though. This is rough. I'd just like to play the game and be done with it.

While things work, they work good, if not great. But when things do not it sucks.Good luck with your issue man.

15th Apr 2013, 12:31
Also, I have a question for you, what time were you able to get ahold of their Customer service Via Chat?

15th Apr 2013, 13:00
Have not been able to access chat. I accessed chat last week sometime and that was it.

15th Apr 2013, 13:13
So much for trying to get this resolved before work then..

Oh well =\ tough luck for me I guess, lol.

Again, good luck with your issue.

15th Apr 2013, 13:49
Chats up now.

Thread can be closed @ mods

15th Apr 2013, 13:49
Nope, still permabanned since it was banned after being hacked. Only Sir Carl Hidalgo can reverse the ban decision, though that is not likely to happen from what I have read/heard from others. Too bad, I wanted to be a paying customer again, but wrongfully banned is a killswitch for me.

26th Apr 2013, 11:55
I been to the support menu, about a dozen times, and still can't find a chat option. It is like it is hidden or something. Yet another annoying thing about this website.

I'm already very frustrated and pissed off at spending hours here, to place an order in the store that should of taken 5 minutes. (5 minutes that turns into hours of my time).

Can someone tell me if there is still a chat feature? And how do I access it. I'm located in North America.

26th Apr 2013, 14:49
support.na.square-enix.com/contact.php?i... (https://support.na.square-enix.com/contact.php?id=496&la=1)

[Please select the appropriate category.] - [Contact Details] - [Next] - [Proceed to Chat Support]

26th Aug 2013, 18:29
So after a 24 hour wait (which from what I'm reading isn't to bad), my girlfriend and I both received our access codes for ARR. However when we try to register them both of our codes come up as "invalid".

So I have been trying to call the customer support number and it just keeps beeping "busy" and disconnecting.

So I log into the SE support page and I sat in the chat queue for almost 2 hours. Finally I was next in queue. What happened next? "We're sorry there are no agents available to help you, please try again later". I click on "try again" and I'm bumped back to 175 in queue.

I have to say this is some pretty bad customer support service.

However has anybody figured out how to resolve this yet?

26th Aug 2013, 18:40
With the Early code just don't give up somehow it suddenly grabs your code if there is high traffic. And make sure you set your account to the right server. So if you got early acces code from NA, use it on the site on a server which resides in NA. EU for EU and JP for JP! ALSO to change your account to the right language setting, you do that here:


or/and here:


or/and here:



and use this link! to keep up to date!

You can find out more about the game here: www.finalfantasyxiv.com.

Don’t forget to follow us on:

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26th Aug 2013, 19:29
I did all that and still am getting "invalid code" . Perhaps the gremlins will dissapear tomorrow for full launch? Although it sucks that I paid for the early access, at this point I'll just be happy if I can ever play at all.

Also I did manage to get the customer support phone number to pick up. However I just spent 45 minutes on hold listening to the same "all our customer service agents are busy" message over and over and over and over again. I think I'll name her Melanie. Still no support at all and I couldn't stay on the phone any longer.

26th Aug 2013, 22:52
I have been kicked out of chat support 3 times now, and never when I was "number 150" in queue.... ALWAYS after waiting two hours to get to number 1. They even left me on hold with phone support for an hour and a half before just dropping my call! All I want from you SE is to unlock my account that got fubared thanks to your sloppy android authenticator app that froze my device the first time I used it (great way to miss out on the early access I preordered for, but w/e). Now the authenticator thinks it hasn't been registered, and obviously I can't get another reg. code without it. Blizzard customer service would happily unlock/recover my account after a 10 minute hold on phone, and they served 12,000,000 people at their peak. As it stands, by the time (if) I do get my account sorted I will have spent the equivalent of a full work day trying to contact customer service. That is unacceptable even by Free to play standards.

26th Aug 2013, 23:40
i wish i could promote this thread or something. i'm thinking about taking a 30 dollar loss and never buying from this company again.

27th Aug 2013, 01:55
HI ,

I was trying to play MMO FF14 EU based using early access ( pre order) and registration code ( attach on ps3 physical box game) but it said " The code you entered may not be correct or may no longer valid. Please check your entries. "? I gotten the right code and number etc. Even my registration code on ps3 is invalid. Any solutions for this cause I do not think that code is a problem.

Please advise and thank you.

27th Aug 2013, 19:50
I am writing this because i have waited in customer support chat for all day yesterday and today while at work so a full 16hrs(in 2hr intervals) just to have it instantly once i get to 1 more person in front of me cancel and state there are no reps avail to assist me. Square-Enix i need to unlink my security token from my act so that i can actually play the collectors edition of ffxiv that i bought 3months ago. What i don't understand is why you have neglected to even release any statements or do anything for us customers that are trying to get issues resolved so we can enjoy what we paid for. Is chat support down or just swamped? Is email support down or just swamped? I haven't bothered using the phone support yet because i know what will happen with that nothing. An official statement and effort on your end as well as some form of compensation for all this ineptitude would be greatly appreciated. Communication is key square-enix so communicate with us what is going on and what you are going to do to resolve it and make things right for us the consumer.

27th Aug 2013, 21:56
I know how ya feel, ive been on phone support for like 2 hours and 11 minutes already and still no where and I sent an email round 3 hours ago as well :(

28th Aug 2013, 18:42
Ive spent now a total of 20 hours in chat support waiting for assistance and still no help. I JUST received a response from my email to support saying they received my email and they'll respond within 48hrs so by the time they finally respond it'll be 7 days after the start of early access. I did finally try to call their support and all it was rewarded with for my effort was a busy signal. Still with absolutely no communication from them on as what is going on and why they are just leaving us flapping in the wind with no attempt to help us.

29th Aug 2013, 21:59
I'm really getting irritated. I've been trying to contact square enix about trying to merge two accounts I have. I originally started playing FFXIV 1.0 a couple years back and quit after being frustrated with performance and the general feel of the game. I recently created a new square enix account thinking I lost access to my old one.

Now I have access to both, one has my beta characters and FFXI account, the other has my FFXIV account and a separate version of ffxi I purchased. I'm just trying to merge these accounts and I'm getting frustrated with trying to contact customer support.

The user ID's are as follows:

both have security tokens attached and I have access to both accounts.

Thank you in advance for any assistance you are able to provide.

5th Sep 2013, 17:34
I've sat in the queue for the chat support for five or six times, and when I FINALLY get to the end of the queue (usually 1 1/2 - 2 1/2 hours) it tells me no one's available and automatically cancels the chat. The ONE time this didn't happen I was number 50 or so and the page refreshed and the next thing I knew I was number 267 in the queue. Why does Square even bother to offer a chat service if it never works?

(Also, I've tried on multiple computers, using multiple browsers, in different cities, on different ISPs... so don't waste your time trying to tell me it's something on my end.)

5th Sep 2013, 21:06
Been trying to get a chat support since last week.. At least 3 attempts a day.. ALWAYS "No agents available". I'm not one to tear into customer support guys, but I'm starting to think they don't exist, and all this queues are just a clever ploy to distract us long enough for under-paid grad students to go through our tickets and solve them one by one.

There is one time that it connected me to someone, but that was when I got too sleepy and accidentally queued for EU chat support. Got my hands on EU agents on my first try. NA agents, bah. Seriously, I'll take anyone. I'll even take the janitor with modicum understanding of the staffs and their jobs just so I can have him pass a note to someone even remotely important enough to bump my ticket since trying to talk to them proves to be harder than trying to summon the devil.

5th Sep 2013, 21:58
So, I've been trying to get a live chat support for a week now, trying at least 3 times a day. Every time since last week, I've had "no agents available." I've considered the possibility that no such service is available and it was all a decoy to get us to queue for nothing while they work on our tickets. But as I googled, I found people that have made contact with the elusive chat agents, and even had their issues solved in less than 24 hours.

So, I'm asking, what's the secret? Do I need to be in certain part of town, knock on suspicious door using their secret knock, do the secret handshake with the guard, sacrifice a lamb/virgin, strip naked and dip myself into a bath tub filled with strawberry milk before trying to queue? Or should I track down any SE employee, convince them that I'm not insane, give them my support ticket number, and compliment their loved ones with a hint of threat?

Surely they can't be contacted by normal means, can they? Anyroad, I got the chicken blood to draw the summoning and binding runes and a lamb prepared. Just tell me the incantation to summon the elusive chat agents. Also got strawberry milk prepared just in case.

6th Sep 2013, 17:27
Bump even though I know Square is useless.

6th Sep 2013, 17:51
I doubt we'll get response from the company officials. Hell, not even the janitor would touch the forums.

It's said that this place is to discuss issues with each other. Basically, another distraction o-o

6th Sep 2013, 21:02
Do you have an ad blocking software enabled?

7th Sep 2013, 08:37
Nope, Disabled ad block after the third try.

9th Sep 2013, 22:22
yea this blows, been on the phone and in queue all day, live chat is a joke, 1 1/2 hour wait to let you know that there are no reps available, and the phone? I cant reach anyone do they even exist?

12th Sep 2013, 12:42
Thank you im not the only one................I'm literally going grey here.

3rd Oct 2013, 16:08

21st Oct 2013, 23:56
Company that treats customers like clowns, 3 attempts at chat support, every time starts at 80, besides getting up and down the position, 2 hour wait to receive the response "There are no agents available to chat with you right now. Please try again later." , 6 hours lost. Going back to Blizzard, since the square enix does not care about their customers. And think I paid 6 months of play, :thumb:

1st Dec 2013, 04:27
Agree, everything is **** here. You might think that a big company like this have better service. The truth is, they abandoned their posts. Admitting defeated.. Real retards..

8th Dec 2013, 22:38
I also Agree They are not helping customers at all and just keeping getting worse and worse. I wouldn't expect this company to be here much longer if they keep this garbage up.

15th Dec 2013, 15:53
I have contacted Square Enix in FFR online through mog mail, Support pages, Emails and now here. Im subbed in FFR I do like the game but the gold spammers have to go. Also their Gms have done nothing for me in over 5 days. Ive gotten the same eamil 6 times in a row. WTH? They CS is so bad it seems like they are getting like Gameloft. Cactaur server. I asked them for the smallest thing and they cant even do that! I have 4 85 alts on Wow and bought this game to enjoy something new. But if I dont get a answer or something from in game gm or anyone of Square Higher ups tney will lose me as a member. 25 cash is alot in Crystas. I wont support them if they cant even do anything for me. So yeah at this point tney have been like Gameloft Clowns. Mod or Gm this is sad I had to write this. Comparing a PC online and ps3 online game to Gameloft is the biggest insult is the worst u can get. I hope I can come back and have a nice statement to tell that u have fixed my problems.

3rd Apr 2014, 10:00
There is so much LITLLE information or how to find it if there is such about the pre order of Final Fantasy a realm reborn for the PS4. The site is sloppy with broken links for the digital copy of said game.
I have been searching for answers the last three days after I purchased from the Square Enix site.
What I got is this.
My questions:
1. When would I get my code for early access?
2. The site said it would send out the game the day of release. Would that make early access pointless if I had to wait for the game to arrive so I could put in the legit code to play the game post early access?
The email response was on 1. that they have NO information about pre order early access and 2. it gets there when it gets there.
The Chat support was great and honest. he said it should be sent prior to the start of early access though he had no idea exactly when and for when the game sent out that was handled by another company and to call 1-800-598-7450. The chat personnel was great and seriously you need to replace some of your poorly knowledgeable email staff if they can't answer such questions at all. I mena I got better service from EA =P

Regardless I will never buy another product from your store again due to lack of knowledge on their own products and the completely lack of support for something brand new coming out. Some of us BOUGHT a PS4 for MMOs. This keeps up ESO is starting to look ALOT better as they answered my questions without flinching.

29th Jun 2015, 23:46
REPOST - first post disappeared:

I am very surprised by the non-responsiveness of the Customer Service Team. Emails/Tickets have not received a response in 3 days. This evening I sat in the live chat queue for 1 hour and 40 minutes, moving from 99th in queue to 1st in queue. The chat was then cancelled stating that "no agents are available at this time."

Is this what I am to expect from Square-Enix? Perhaps it is good that I find out now before I started paying a subscription fee. I will see if I can get a refund from AMEX or Gamestop. Then I am off to the BBB.

19th Aug 2015, 11:40
I totally agree with you.
Square-Enix is not allowing me to re-download a game I already paid for.
A 15+ year old game!!

Here is my experience with the Support ticket.