June 22nd, 2017

Final Fantasy XIV’s launch activation causing issues

final fantasy 14 accounts
Screenshot pinched, without permission, from jjmahoney3 on Reddit.

If you’ve been champing at the bit for Final Fantasy XIV: A Realm Reborn, you’ve probably been playing Early Access. But Early Access ends soon, so what’re you to do? Well, you activate your full game code, obviously.

The problem is that how to do this isn’t exactly clearly delineated, and doing it the wrong way can screw you over. Because website design, clear instructions, and making the thing you need to do obvious, are all really hard.

Here’s what you need to do: when you go to your Mogstation account, press Add New Platform. The Add New Service Account button will instead create an entirely new account, which is not what you want if you’ve been playing Early Access and have levelled up some characters. Where’s the Add New Platform button on the screenshot above (courtesy of jjmahoney3 on this Reddit thread), you ask? Well, it has no text. It’s the button with the weird icon to the left of Add New Service Account. Because that’s entirely clear.

If you’ve seen this too late and have already clicked Add New Service Account… well, it’s not clear what happens now. According to the above Reddit thread, Square Enix are saying that they can “merge” the accounts so that you can get both your old characters and your Collector’s Edition goodies put together. There’s a fair bit of speculation, though, that doing this will lose you your 30 free days of playtime.

To quote the support page: “Unfortunately we cannot offer refunds for any subscription fees that have already been paid for on the mistakenly registered Square Enix ID. We are also unable to transfer the subscription status from one account to another and you will be required to set up your subscription again once the process is complete.

Which is utterly ridiculous, obviously. I’m hopeful this refers solely to actual subscription fees rather than free game time, but… who knows? I mean, let’s not forget that this whole thing happened because the big bright button on the page was the one that would screw you over. Losing game time because of it would disgust me, but it wouldn’t surprise me.

All of this is a serious customer service fuck-up, and is a massive shame because my early impressions of Final Fantasy XIV: A Realm Reborn are actually pretty positive. We’ll have a quick look article checking out what I did during Early Access tomorrow, if you’re interested. (EDIT: It’s now tomorrow, and the article is now up.)

NOT AN ACTUAL EDIT BECAUSE I NOTICED THIS WHILE WRITING THE STORY BUT DIDN’T WANT TO REWRITE EVERYTHING FROM SCRATCH: Square Enix have now removed the Add New Service Account button, presumably to prevent yet more people from boning themselves and causing Customer Support further things to deal with.

THIS ACTUALLY IS AN EDIT: There’s now a support page up for this very issue, detailing how to get it fixed.

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  • Tim McDonald

    Tim has been playing PC games for longer than he’s willing to admit. He’s written for a number of publications, but has been with PC Invasion – in all its various incarnations – for over a decade. When not writing things about games, Tim can occasionally be found speedrunning some really terrible ones, making people angry in Dota 2, or playing something obscure and random. He’s also weirdly proud of his status as (probably) the Isle of Man’s only professional games journalist.

    • John

      I noticed that the support page you linked is not the correct one. That is the support page if you registered your account to the wrong square-enix ID. The page you want this this one:


      Hope this helps people out as the same thing happened to me on the PSN.

      • Tim McDonald

        Whoops, you’re quite right! I’ve amended the link. Thanks!

    • The Spizzer

      They have not removed the button btw… after all the hunting I had to do to track down my product key (which was in my spam folder and looks skechy as hell) there are still no clear instructions on this process and alas I have fallen prey to the add new service account button. My only question is what’s the turn around time for account merger?

    • Second Service Account

      I would like everyone to try to publish this as much as possible with the issues regarding registration. This is no small issue that SE is trying to pass it off to be thousands if not tens of thousands are victims of it and they instead chose to take the weekends off until Thursday while they celebrate at PAX. Please pass on this thread to those who are effect and get the word spread.


    • NRP1110

      I have been playing since beta phase 3. Pre ordered on august 18th for early access from the playstation store. I played some early access, was struck by the bug that kept me logged in. Played for a few days, then went to log in, and it says I have to enter some key (promo key? i forgot the message i got) But i never recieved any key….no email..nothing. Emailed square support last wednesday..still have heard nothing…getting incredibly pissed.