Frequently Asked Questions

The Square Enix account I play on has been compromised.

If you suspect that an account you access has been compromised, please perform these steps as soon as possible.

■ 1. Reset your password
■ 2. Re-secure the account
■ 3. Check for any in-game damage

■ 1. Reset your password

    To restore the status of the account, perform a virus scan on your computer or smartphone and follow these steps to reset your password.

    【From the Launcher】

    (1) Run "FINAL FANTASY XIV: A Realm Reborn"
    (2) Select "I forgot my ID/password" from the login screen
    (3) Enter your registered email address (case sensitive)
    (4) An email containing the following information will be sent

      ・Password reset URL

    (5) Follow the link to reset your password

    【From the Website】

    (1) Access the FINAL FANTASY XIV: Mog Station (
    (2) Select "Forgot your ID or password?" from the login screen
    (3) Enter your registered email address (case sensitive)
    (4) An email containing the following information will be sent (do not close your browser):

      ・Confirmation Code

    (5) Enter the Confirmation Code into your browser and complete the form to update your password

    ◇ How do I change my email address?

    ◇ I can't change my email address. What should I do?

■ 2. Re-secure the account

    Once you are able to log in to the account, secure the account once more by going to "Square Enix Account Settings" -> "Update Account Information" and doing the following:

    (1) Update the email address on file
    (2) Update the security question and answer
    (3) Update the physical address on file
    (4) Add a Software or Security Token to the account

    Adding a token to the account will require the use of a one-time password upon every log in but it is the best way to secure the account from third party access. The physical security token can be purchased for $14.99 ( or you can download the free software version for your Android or iPhone device.

    ◇ SQUARE ENIX Security Token Information

■ 3. Check for any in-game damage

    Log in to the game and see if there has been any damage or changes to your characters' items or gil.

    If you have lost any items or gil or if any of your characters have been deleted, we will investigate and attempt to restore game data.

    If you would like to request a game data recovery, log in to the SQUARE ENIX Support Center using the SQUARE ENIX account that was compromised and click the below URL to contact us.

    (This form can only be accessed through a computer browser. If you are using a smartphone, please use a computer.)

Users who have had an account compromised may continue to repeatedly receive harm. For your safety, please take preventative measures against compromised access.

   ◇ Preventative Measures Against Unauthorized Access

FAQ Article: 68228
FAQ Category: [Accounts/ID] / FAQ Sub-category: [Compromised Account]

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