I cant get my security question answer from support pls help

[UltraZO]

I have a issue that i am fighting with for the past 2 weeks. I cant get into my square enix account because i don't remember the security question answer only god knows what i wrote there as a kid and so i tried to take contact with support but the problem is to get in contact with them i need to fill out the contact details which would be fine if they didn't ask for the ♥♥♥♥♥♥♥♥ security question answer and it is REQUIRED to be given. the support system and this entire system is stupid i tried to change my password as well and it also requires the answer. i ended up triggering some login suspension alarm and i cant even log in anymore and the only way to get it lifted if to change the password which make a loop that i need the security question answer.

i really want to play this game again and this ♥♥♥♥ pisses me off. if anyone can pls help

[Kitty]

When you activated the temporary account suspension due to suspicious account activity, you get sent a link in your email which you need to use to remove the suspension, did you open the link and enter a new password, it shouldn't ask for the security question, that only supposed to be used in side the MogStation on the account information page to prevent someone from accessing your name/address/email.

If you require official support, you do not need the security question and answer to gain access to the account, but you will need to know the birth date on the account, the name and address and the email address, if you can get that information correct, they can assist with changing the security question and answer.

[UltraZO]

when i get the link to change password on my email it still requires me to enter security question. i don't know if i'm doing something wrong but when i try to get support i go through all of the support help on the FAQ website because it always directs me to go there and i didn't find a way to contact them

[candyguy90]

It's over.

[Kitty]

Okay, they must have updated the link, I've used it before a few times, but was a while a go.

Go to the Support site, you can find the North American one here:

https://support.na.square-enix.com/

Europe here:

https://support.eu.square-enix.com/

Attempt to login by clicking the green button to the right side of the page, if it fails, no problem.
Click the FF14 banner, scroll down, select "Account/Billing", then scroll down the list and "I cannot login to my account", then scroll the page, at the bottom on the right side, click "Additional Assistance" and next.
On this form, leave the boxes as they are, in the text field, type something like "Cannot remember security question and answer".
I'm unable to check what it then asks as I have an active support request myself.
But it should give you options to get assistance as a Guest, and then email or Live chat.

You want to contact Live Chat (in open hours) and type a brief summery of the issue like "Locked out of account, can't remember Security question or answer (which ever, if both).

An Agent will review your issue and respond, but you'll have to wait for open hours, save the page url to return later if needed.

If you don't get Live Chat, unsure why not, you will have Email as an option, you will have to use that and explain the situation.

Both options will require certain information to be correctly given, first is birth date, needs to be correct, then email, name and address. If they believe you are the owner, you can get the Security question and answer reset, they will probably send you a link to the email address on the account and you'll be good to go.

If however, you lied, and used fake information, you will need to remember the fake information you used on sign-up such as the birth date you used. If you get it wrong, they won't assist.

[UltraZO]

ok i have submitted the request and now waiting for response. not sure when exactly are the work hours in EU. i'm already happier that there is some actual progress made. as you mentioned if i lied, i am having a nervous feeling, if my younger self actually gave the proper birth date. im pretty sure i put my real name there

[Kitty]

The main issue will be the birth date, as it can't be changed and only the account creator will know it.
The name and address don't matter as much as it is legal in most countries to change it, they must allow for this.

If all else fails, you could try to reset the password, and guess the security question and answer combo, they only have I think, five questions to select from, then try the answer in each until you get it correct.

Godspeed.

[UltraZO]

thanks for the help man, so far its going somewhere and that's good.

Il post an update here when i get my account back, hopefully

[UltraZO]

Hey there im here to update. I got my account back!!! thank you so much man you are a god send.

[Kitty]

You're welcome!