Square enix froze my account, won't email the unfreeze email.

[Doomerang]

says my account is frozen due to "suspicious activity". Which is impossible, have not played in a year and a half. Did not cheat or use mod's in any way, so don't know why they froze it at all.
so I try to unfreeze it, it never sends me the email to do so
but I proved my email is still the valid one, because I got an email from them when I tried to change my password.
but cant change password due to it being frozen. Which I can't unfreeze because it wont ♥♥♥♥♥♥♥ give me the email to do it
I had like 1200 hours played in that game, guess it's game over. Is there anything I can do?

[Kitsune]

It's because you haven't played in a year and a half, and if you have change any PC parts during that time, especially then.

It's normal, they lock my account every time I login on a new computer even if it's the same IP. It's annoying for sure, but I'm used to it by now...

Also, this is probably what you're getting wrong and is the craziest part... the email is CASE SENSITIVE so if you had registered with [e-mail] then [e-mail] will not work.

[Doomerang]

I just don't know what to do, they tell me they send me an email to unfreeze it but I never get it. Yet when I tried to change my email, they sent me THAT email which I can't do anything with because it's frozen and they won't let me unfreeze it but at least I proved it really is that email. But thanks for the response.

[Kitsune]

Oh, I guess maybe it wasn't clear and I'm just used to it- to get you account back you need to change the password.

https://secure.square-enix.com/account/app/svc/reminder

So I was talking about the email you put on this page being case sensitive.

[Doomerang]

I tried. I can't because accounts frozen. Hence the problem

[Doomerang]

Guess all I can do is pray they respond to the email I sent. Otherwise my accounts toast.

[Kitsune]

Originally posted by Doomerang:

I tried. I can't because accounts frozen. Hence the problem

Odd, changing the password is what un'froze' is for me. What kind of message does it give you when you try to change password? Could you copy paste it? Remove any sensitive info ofcourse.

[Doomerang]

I click the email reset link and try to log on then it says after giving my account name and password :

Based upon recent suspicious activity, we have identified that your account may potentially be at risk. For your protection, we have temporarily suspended login access to this account.
Instructions for lifting this restriction have been sent to the email address registered to your Square Enix Account.
For more information about the login restriction, please refer to the following page:
http://support.na.square-enix.com/j/lbna


But of course I can't because they won't give me the mailing link to unfreeze it ....

[Kitsune]

Originally posted by Doomerang:

I click the email reset link and try to log on then it says after giving my account name and password :

Based upon recent suspicious activity, we have identified that your account may potentially be at risk. For your protection, we have temporarily suspended login access to this account.
Instructions for lifting this restriction have been sent to the email address registered to your Square Enix Account.
For more information about the login restriction, please refer to the following page:
http://support.na.square-enix.com/j/lbna

You're not supposed to try reset your email, I am not aware that's even an option- you want to reset your password. When resetting your password, it doesn't require password, it only wants your email twice. Then it sends you a password change link to your email.

Edit: I maybe have read that too literally, but still hmm. You know what, lemme change my password real quick and see if the process is any different.

[Kitsune]

Ok, I misremembered it being a link. When you reset your password, you get a code to your email that you need to input on the webpage.

If you did not request this e-mail, we apologize for the inconvenience and ask that you discard it.

Thank you for using the Square Enix Account Management System.

This e-mail has been automatically sent to confirm your Square Enix ID and reset your password.
Please use the confirmation code below to reset your password.

Confirmation Code: XXXXXXXX

[Doomerang]

It won't let me reset my password due to it being frozen. But it also won't give me the email to unfreeze the account. Hence the problem

[LeftPaw]

This is how I lost my second account. I gave up and made a new account and bought the game again and guess what? 4 days later that old account became active again. I stuck with the new account and just forgot the old one. as I did with the first account . 3 accounts in all. I was done messing about with it.
SE account system sucks to high heaven and back.

[Hunggus TPG]

Originally posted by Doomerang:

It won't let me reset my password due to it being frozen. But it also won't give me the email to unfreeze the account. Hence the problem

I'm a long absent returning player as well and had the same issue. Mine was a bit more of disaster as I had 2 accounts (1 from the original launch of the game/A realm reborn, and a new one I guess I made when Steam started offering the free trial). Both my accounts had the "suspicious activity" alert and the only way to unlock them was by resetting each of their passwords. I lost a bunch of time because I forgot which email my trial account was bound too.

In either event, I simply went to the website, and clicked lost password/forgotten account (or whatever its labeled) and entered in my email address. I ended up changing 1 of account passwords 4 times trying to get it to allow me to change the password to the trial account (thought for sure they both somehow had the same email address *facepalm*). Each time SE kicked an email at me with a code at the very bottom (easy to miss) that I would then put into the website , which would take me forward into changing my password. My accounts would then be unlocked and I can log into either of them as of this morning.

Seems like you already tried these steps but aren't getting an email kicked to you with the security code for the reset. I'd say ensure that its not getting filtered out as spam and hence you aren't seeing it, ensure that's the email address you used when you signed up (although i'd think the system would error out when it didn't have that email on record?) and lastly open a ticket with SE and let them know your struggle.

This is probably stuff you've already done, but just thought I'd throw my 2 cents if it helped, having just gone through this last night.

Hope to see ya in there soon...

[DirtyMick]

How is it impossible to have suspicious activity on your account while you havent been playing on it?

[Doomerang]

I honestly have no idea. The only time I logged on a year and a half ago was during a free log in week. I played shadowbringers hard for the first month it came out and wanted to actually subscribe this month for golden saucer event and to catch up for endwalker. But by the looks of it I may not be able to. At least I did not pre order yet.

[Neo]

Originally posted by Turret Syndrome:

How is it impossible to have suspicious activity on your account while you havent been playing on it?

It could have been compromised