We will be performing maintenance on the Support Center at the time below, during which users will not be able to use any features such as browsing or sending inquiries.

*You will still be able to reply to emails that were sent by the Support Center.

We apologize for any inconvenience this may cause and thank you for your understanding.

[Date & Time]
Nov. 30, 2024 8:00 p.m. to 11:00 p.m. (PST)
* Completion time is subject to change.

[Affected Services]
・Support Center

This is a notice to all customers who use a Software Token or Software Authenticator.

If you are using a Software Token or Software Authenticator (Google Authenticator, Microsoft Authenticator, etc.) on your smartphone and decide to switch to a new phone or delete the app, you will need to use an Emergency Removal Password to remove your Software Token/Software Authenticator from the old device, after which you must re-register the app to your new device. If you are planning on switching phones or deleting the application, please be sure you have your Emergency Removal Password at hand first.

*In the case you cannot perform an emergency removal of the Software Token/Software Authenticator, you will no longer be able to log in to or use the various services related to your applicable Square Enix account.
*New registrations for Software Tokens have closed as of November 21, 2023, so please use Software Authenticator Apps or Square Enix Security Tokens (Key Ring Type) after performing the Emergency Removal.

How to confirm your Emergency Removal Password

(1) Log in to the Square Enix Account Management System.

Square Enix Account Management System:
https://sqex.to/fHa

(2) After you have logged into the Square Enix Account Management System, your Emergency Removal Password will be displayed under “Token Usage Status” below the “Square Enix Account Information” section.

*The Emergency Removal Password is a one-time password that changes after each use. After you have used it, you must log into the Square Enix Account Management System again to obtain your new one-time Emergency Removal Password.

Before you switch phones or delete the application, please be sure to follow the above steps to confirm and store your Emergency Removal Password in a safe place. After you have switched phones or deleted your application, this password will be necessary to perform the Emergency Removal of the Software Token/Software Authenticator registered to your old device.

How to perform an emergency removal of your Software Token/Software Authenticator

(1) Go to the Software Token/Software Authenticator Emergency Removal page and enter your Square Enix ID and password and your Emergency Removal Password.

Software Token Emergency Removal page:
https://sqex.to/GPE

(2) An email containing the Software Token/Software Authenticator removal URL will be sent to the email address registered to your Square Enix account.

(3) Click on the URL to remove your Software Token/Software Authenticator
* Note that the URL will expire after 60 minutes. Please be sure to click on it and complete the removal of your Software Token/Software Authenticator before it expires.

How to Re-register your Software Token/Software Authenticator

Please visit the links below for step-by-step instructions on re-registering your app and purchasing a Square Enix Security Token.
*New registrations for Software Tokens have closed as of November 21, 2023, so they may no longer be used after an Emergency Removal.
Please use Software Authenticator Apps or Square Enix Security Tokens (Key Ring Type).

[Software Authenticator] https://sqex.to/2HJDL
[Purchase Square Enix Security Tokens (Key Ring Type)] https://sqex.to/451zR

If you have lost your Emergency Removal Password or are unable to perform the emergency removal of the Software Token or Software Authenticator yourself, the Support Center will be able to remove it for you once account ownership is verified. Please review the FAQ below for further details.

How do I remove the Square Enix Security Token from my account?
https://sqex.to/mVZ

If you have any questions or concerns regarding the steps described in this announcement, please contact the Square Enix Support Center.

Square Enix Support Center
https://sqex.to/s5G9O

As we have mentioned in the past, we have confirmed that certain individuals are attempting to direct players to fake login websites which imitate the Square Enix Account Management System in an effort to steal (also known as “phishing”) information such as their Square Enix ID and password, as well as date of birth.

■ In-game phishing:

We have also confirmed similar attempts in-game which direct players to fake pages imitating Square Enix websites, including the Support Center, the Lodestone, and the official FINAL FANTASY XIV forums. Before opening any URLs you may see in-game (via tells, say, etc.), we urge you to confirm that they are legitimate and not a fraudulent imitation.

■ How to detect fake Square Enix websites:

The Square Enix Account Management System complies with EV SSL certification. Should a website ask for your Square Enix Account information, please make sure that the website is legitimate before entering any information. On certain web browsers, the address bar will display an icon indicating the website’s security certificate. On a legitimate Square Enix Account Management System login page, clicking this security icon will display references to “SQUARE ENIX CO., LTD.”

* On a legitimate website operated by SQUARE ENIX CO., LTD., no other pages apart from login pages will require password entry, nor will any of our staff ever ask you for your password.

Examples of characteristics used in phishing URLs:
* The “s” is missing from “https” in the URL of the login page. The fake website will display http:// in the URL.
* The hyphen symbol is missing from “square-enix.” The fake website will display variations of “squareenix” in the URL.
* The letter “i” is replaced with various characters like “l” or “j.” The fake website will display “square-enlx” or “square-enjx.”
* The “com” in “square-enix.com” is replaced by various domains.

* The examples above are some of the characteristics we have confirmed. However, it is highly likely that phishing attempts will continuously change their methods.

* For more information on EV SSL certification, please visit the website below.
https://www.websecurity.digicert.com/security-topics/what-is-ssl-tls-https

■ Official Square Enix websites:

Official Square Enix Account Management System:
https://secure.square-enix.com/account/

Official Square Enix Support Center:
https://support.na.square-enix.com/
https://support.na.square-enix.com/main.php?id=5382&la=1

The Lodestone:
https://na.finalfantasyxiv.com/lodestone/

Official Forums:
https://forum.square-enix.com/ffxiv/

■ If you have already visited a fake Square Enix website:

If you believe you have visited or entered your account information on a fake website, we recommend scanning your system with anti-malware or anti-virus software and changing your password immediately. For increased account security, we strongly recommend adding a one-time password to your account.

Learn more about login issues and/or changing your password:
https://sqex.to/xPt

Learn more about adding a one-time password to your account:
https://www.square-enix.com/na/account/otp/

Please also refer to the following article entitled "Warning Concerning the Security of Your Account":
https://sqex.to/kWj2b

In order to protect your data and personal information, we urge everyone to remain vigilant when handling account information such as their Square Enix ID and password.

*Updated on Aug. 18, 2021 at 6:30 p.m. (PDT)
Edited to fix an error in translation.