Response Policy

Unauthorized access refers to a third party (someone other than the actual account user) accessing an account without permission and/ or using information somehow obtained from the user). 

In any cases where your registered information was altered due to Unauthorized Access, please contact the SQUARE ENIX Support Center for further assistance by selecting "Additional Assistance" located at the bottom of this Knowledge Base article. 

1.      Enter the contact details and select "Next"

2.      Select "Next" again on the Support Information page to request assistance

3.      Upon verifying the account holder's identity, we will reissue your password 

After your situation has been assessed, we may remove any disciplinary measures that occurred during the period the account was compromised.  If you discover that the game data was altered due to unauthorized access, it may be possible to restore the game data to the state it was in before the alteration occurred. Please submit your request by filling out the FINAL FANTASY XI Game Data Recovery form (https://sqex.to/ffxigdr) if you suspect this to be the case. However, we cannot specify exactly which point of time the data may be returned. We also cannot return the data to a time frame designated by the user. There may be cases where, due to certain circumstances, the backup data isn't available and game data recovery is not possible. Additionally, Game data recovery can only be requested once per customer (Multiple accounts can be dealt with on a single recovery request). 

If it is discovered that you have made a false game data recovery request, action will be taken according to the PlayOnline User Agreement. For additional information, feel free to check the following link:

http://www.playonline.com/ff11us/rule/uacs01.html

Reasoning

Unauthorized access to a PlayOnline Account is not only against the PlayOnline Member Agreement, but also a criminal act in violation of the law. If we discover any evidence of unauthorized access through our own internal investigation, we will attempt to restore access and restore the game data on the account to the state it was in before it was altered. These processes were created to assist customers who have lost access to an account and/or have had the game data on an account altered to a point where they can no longer enjoy the game.

As set out in Article 5 of User Responsibilities of the PlayOnline User Agreement, management and security of one's PlayOnline ID and password is solely the responsibility of the user. Please be sure to keep both your PlayOnline ID and password secure.