Final Fantasy XIV Online Forum

My account was suspended after puchasing and starting in cxoffice. i played roughly 2 hours in total and then got suspended. no reason was given and no notification was given only on account status it says suspended.

Anyone else having this problem?

May or may not be wine/cxofficerelated.

No i was not doing anyting against the eula hacking boting or anything like that.

edit i changed the word banned to suspended as that was a feroidian slip

They didn't send a notification to your email or put a note on your account? Other than that, I'd ask their support for the reason. They may have integrated some sort of anti-hacking software that interpreted how it runs in CX as being suspicious, and flagged your account as a result. I've seen a lot of other games become completely unplayable under CX because of that sort of thing being used by the game - I hope this isn't the case here, especially since I was considering buying this.

I'm interested to see if this happens to anyone else here. It may be a mistake, or maybe there was a problem with your payment information that caused the card to be rejected later if they did a test charge to it, or there may be a problem in the game that caused certain groups of people to be booted out...it could be a lot of things, without them giving you a reason.

This service account is currently suspended.

Account Type       
    This service account cannot be used.   
Service Account Status       
    None  
Bonus       
    None  
Character  
Card Konasi (Yojimbo)  
Tobias Konasi (Tonberry)  
Card Kusoni (Yojimbo)  
Gylbart Webbg (Balmung) ------- I didnt make this character......

Looks like i may have had my account hacked before i activated my onetime key authenticator

Yikes! That was fast...I'm sorry this happened to you. :( I hope you're able to play again soon.

support_eu_ol@square-enix.com

1:31 PM (3 hours ago)

to me
Dear Customer,

We are writing to inform you that we have suspended the FINAL FANTASY XIV service account registered to this e-mail because on 9/24/2013 you breached the FINAL FANTASY XIV User Agreement.

We have confirmed that you have violated the following rules and agreements upon an investigation.

SQUARE ENIX ACCOUNT TERMS OF USE AND OUR PRIVACY POLICY

1. Registered Users
   Use of the Website or Services is limited to those satisfying the following conditions:
   (b) You represent and warrant that all registration information is truthful and accurate and that you will maintain the accuracy of such information;

FINAL FANTASYR XIV User Agreement
2.2 Real Money Trading, Farming and Power-Leveling. You may not sell, rent, hire, charge, mortgage, purchase or exchange for real-world money or value any in-game currency, accounts, characters, in-game services, or in-game virtual items. You may not play the Game for the purpose of acquiring virtual items or advancement in game play on behalf of a third-party or for the purpose of selling any virtual assets to a third party for real-world money, specifically including gold-farming and power-leveling services.

For information on the penalties we take against service accounts, please review the Account Penalty Policy section on the Support Centre at the following link:
http://support.na.square-enix.com/faqarticle.php?id=5382&la=2&kid=68098

For information on prohibited activities in FINAL FANTASY XIV, please refer to the SQUARE ENIX Account Terms of Use, the FINAL FANTASY XIV User Agreement, and the following URL:
http://support.eu.square-enix.com/faqarticle.php?id=5383&la=2&kid=68216

As your account has been closed due to a breach, you will be unable to create another FINAL FANTASY XIV service account.

NOTE: If you suspect the breach resulted from unauthorised access to the FINAL FANTASY XIV service account or the actions of an unauthorised third party who is not your parent or legal guardian, or you want to find out more about the content of this e-mail, please review the following information on the SQUARE ENIX Support Centre.
http://support.eu.square-enix.com/faqarticle.php?id=5383&la=2&kid=68228

This is an automated message. Please do not reply to or send any correspondence to this e-mail. Should you have any additional questions or concerns, we ask that you please visit the SQUARE ENIX Support Centre at [http://support.eu.square-enix.com/index.php?la=2].

• SQUARE ENIX Account Administrator

It has been over a day and there has been no response from then appart from "we got your message".

However it looks like there have been waves of people getting hacked since launch

Call them on the phone.
Customer service regarding Square-Enix accounts is always better over the phone. They'll probably ask you to fax them a copy of your passport.
Try to make sure you have as much information about your Square-Enix account to hand as possible before you phone.
What was your date of registration?
What was your address at the date of registration?
What was your serial number for Final Fantasy XIV?
What are your character names? etc. etc.

Trust me, calling them on the phone is the way to go.

SEE Agent Paul B.: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: ok
SEE Agent Paul B.: Sorry for any delay in answering. Please can you confirm your EU SQUARE ENIX ID?
You: dablackfox
You: or do you mean the shop one?
SEE Agent Paul B.: Thanks. OK I just checked your previous ticket too. We will have to escalate your account to be unsuspended. Please provide the following details:
SEE Agent Paul B.: ISP?
Date & time you last logged out before the account was compromised?
Date & time you discovered the account was compromised?
Did you play on anyone else's computer apart from your own?
Have you checked your computer for viruses and found it to be clean?
Have you now changed your password?
SEE Agent Paul B.: Ignore last line I see you secured the account
You: 24/09/2013 00:17 was when i discovered it. however when i logged out is a bit vague i fell asleep because i was sick so probably 6pm on monday east time
You: no i didnt play on any other computer however sometimes wine versions appear to be difrient computers i also used a virtual box to update
SEE Agent Paul B.: That's OK. What is the abbeviation for Eastern Time on a world clock so I can calculate it in GMT?
You: eastern australian standard time
SEE Agent Paul B.: Thanks. So who is your ISP? And did you do a virus check?
You: my isp is bigpond
You: i run linux so i dont get viruses
You: but there is a builtin virus scanner for wine so i dont need to worry about that ether
SEE Agent Paul B.: OK thanks, we also require proof you are the account owner. Can you attach photo ID to this chat please? Passport or drivers licence is best if you have
You: i dont have a passport but i do have a drivers liscence but its out of date because i dont drive
You: no i dont own photoid that i can think of
You: appart from my expired drivers liscence
SEE Agent Paul B.: Expired is OK. Thanks
You: ok i just need to go scann it
You: scan*
You: could take a few mins
SEE Agent Paul B.: Great. I will wait.
File attachment upload has started.
The file 26091301.PDF (53.19KB) was received.
You: ok thats it
You: its a bit broken from the floods last jan but its the only one i got
SEE Agent Paul B.: Thanks, I will check. One moment
SEE Agent Paul B.: The ID is fine. I am just escalating the ticket now. Couple more minutes please
You: ok
SEE Agent Paul B.: Would you like us to use your gmail or outlook to contact you?
You: gmail please
SEE Agent Paul B.: OK thanks for your time. The escalations go to Japan and each case is unique so we can't give an estimated or guaranteed timescale. If you do find changes to your character(s) or item(s) once you have access again you can request a rollback. If they created a new character to post spam it is likely they were uninterested in your own characters and items.
SEE Agent Paul B.: Your ticket number is 2895759. Is there anything else I can help you with today?
You: when you say it has been escalated and sent to japan does that mean i still cant play until then?
You: lol i bet they dont care about my character i bearly got started
SEE Agent Paul B.: Yes, your account will remain suspended until they can lift it. At that point you can play and also check your character does not require a rollback.
You: oh
You: wll they contact me by email?
SEE Agent Paul B.: I am glad you already changed the password. Did you mention you already use a security token?
SEE Agent Paul B.: Yes, email
You: i planned to add it sooner but i got sick. but its added now
You: when you say you dont know how long are we talking days or weeks?
SEE Agent Paul B.: Unfortunately, I am really unable to give a time, as this has only been happening recently.
You: ok well i guess i can ony wait. thanks for talking to me so soon
SEE Agent Paul B.: You're welcome. Thank you for visiting our SQUARE ENIX Support Chat line. Take care and have a good day!
You have disconnected.

Keep us posted as to how you get on, terrible that it takes an indefinite amount of time to fix.

Dear Customer,

We would like to inform you that access to your FINAL FANTASY XIV account has been restored.

After careful investigation, we have confirmed that your account was compromised by an unauthorised third party, who was to blame for the initial violation. Therefore, we have lifted the ban on your account and removed the violation from your record.

To ensure your account does not incur further sanctions, please delete any retainers with inappropriate names that were created while your account was compromised (if any) and hire new retainers instead. Similarly, please delete any characters with inappropriate names that were created by the third party.

If you discover that your account has suffered any unauthorised in-game modifications such as missing items, missing characters or missing gil, we can investigate and attempt to restore the game data.

If you would like to request a game data recovery, please log in to the Square Enix Support Centre using the Square Enix account that was compromised and click the below URL to contact us.

https://support.eu.square-enix.com/contact.php?id=5383&la=2&p=2&daxx=4

If you haven $B!G (Bt done so already, to maintain the security of your account, we suggest adding a security token to your SQUARE ENIX Account. A free software token is available or you can purchase a physical security token to use our One Time Password system.
For more details on our One Time Password system, please visit: http://eu.square-enix.com/en/seaccount/otp

We thank you for your patience while we resolved this issue.

Kind regards,

SQUARE ENIX Support Centre

Note: Please do not reply to this email. For all questions or concerns related to this matter please contact the SQUARE ENIX Support Centre.

Finally i can play the game now yay. i added all the security to my account i possibly could.
Now i can finally test the game for cxoffice.... nah im gona play for a bit lol