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I bought the ultimate FFXI amazon deal. Since then I cannot even log in because of PlayOnline. It keeps telling me my password or ID is wrong. I've had to contact them 4x in 3 hours and they all have the same response. They just don't care. I have been disconnected, at the very end, each time. I'm now told to wait 1 hr and try logging in again. Why should i log in when they website + PlayOnline does not recoginze my password even though I have changed it 4x now. any help if you know what to do. Clearly, Square-Enix does not care.
Agent Matt L: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Matt L: May I have your name, please?
You: hey Matt L. i was speaking with Thomas A twice now
Agent Matt L: Hello Kristian
You: trying to register PlayOnline so I an play FFXI, which i purchased from amazon.com download
You: the passwords, or something, are not matching
Agent Matt L: What password isn't working for you
You: i chagned them 2x now and i cannot log
You: i just cant log in
Agent Matt L: Stop
Agent Matt L: Let's work on this
Agent Matt L: What is the ID of the account in question?
You: my playonline id or square-enix id /
Agent Matt L: The Square ENix ID
You: i called my id 'TheMinn" no spaces
Agent Matt L: Ok, I do see this SE account here
Agent Matt L: Now, let me get something straight
Agent Matt L: You can log into this account but not the POL Viewer, right?
Agent Matt L: What is the error message when you fail to log in?
You: yes. through the square-enix website i can into that part. but when it comes to the POL viewer i keep getting POL-5311 or whatever it is, wrong password
You: or 5312. whichever it is. states my ID or password is wrong
Agent Matt L: Here's what I want you to do
Agent Matt L: Follow these two groups of instructions
Agent Matt L: Please follow these instructions to change the PlayOnline password within the Square Enix Account Management site:
1. Log in to the Square Enix Account Management site at account.square-enix.com
2. Locate and select "Select Service"
3. Choose "PlayOnline / Final Fantasy XI"
4. Choose "Active Service Accounts"
5. Choose the correct PlayOnline ID and locate "Options List"
6. Locate "PlayOnline ID options"
7. Locate "Update PlayOnline Password" and proceed with updating the POL password
Agent Matt L: After you follow this, I want you to log out of everything and wait about 30 min
Agent Matt L: Let any locks placed on the POL viewer fall off
Agent Matt L: Then follow these instructions:
Agent Matt L: Please be sure that the PlayOnline Viewer's login settings are properly set. In order to make sure, please perform the following steps:
1. Log into the PlayOnline Viewer and access the Member List
2. Select your profile and select "Settings"
3. Locate "PlayOnline ID". Make sure your PlayOnline ID is entered (4 capped letters, 4 numbers).
4. Locate "Square Enix ID". Make sure your Square Enix ID is entered (The ID of the account used to manage payment and account tasks).
5. Locate "One-time Password". Set to Use if you own a security token. Set to Do Not Use if you do not.
6. Select Ok and then confirm the changes.
7. When you login, the system will prompt you to enter in a Square Enix password. This is the password used to log into the account management website.
You: i now cant log into the site
You: since i cahnged my password
Agent Matt L: Ok
Agent Matt L: In order to reset the password on a Square Enix account, please visit the following site to use the e-mail option:
Please keep in mind that, in order for this process to work properly, you must submit the actual e-mail address that is linked to the Square Enix account in question.
You: i have
Agent Matt L: Keep doing it
You: but its only asking me for my ID an password, no mention of email
Agent Matt L: You need to make sure the email address you're using in the password reset attempts is correctly cased as well
Agent Matt L: Change your SE and POL passwords then
Agent Matt L: Then adjust your POL viewer's settings
You: how is it FFIX is the only MMO where this has to happen. its been 2 hrs and i still cannot log
You: im now banned for the site for 10 minutes
You: this is so frustrating
You: im just wanting to try a game out
You: my password doesnt even work on the site now
Agent Matt L: Ok, Kristian. I'm going to move on to other contacts at this time.
Agent Matt L: Do me a favor and wait 1 hour
Agent Matt L: Don't do anything for 1 hour
You: and if i get another agent?
Agent Matt L: Then go and change both your SE and POL passwords
Agent Matt L: Then try to log in
Agent Matt L: You're going to get me and I'll be giving you the same instructions
Agent Matt L: Wait 1 hour
Agent Matt L: Then change both passwords and try again
Agent Matt L: Come back if you're still unable to log in
You: i guarantee i probably will not be able to login
Agent Matt L: Let's try
Agent Matt L: Be positive
Agent Matt L: Thank you for contacting the Square Enix Support Center! Please have a wonderful day!
Agent Matt L has disconnected.