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KB Article: 67426
KB Category: [Accounts/ID] [Official App]
KB Sub-category: [Login Issues] [Login Issues]

I cannot log in to my account.

There are several reasons users may experience difficulties when attempting to log in.


Forgotten SQUARE ENIX ID and/or Password

Related error message: ‘ID or password is incorrect.’


If you are unable to locate your SQUARE ENIX ID, you should first attempt to log in using the email address registered to the SQUARE ENIX ID. Once logged in, the SQUARE ENIX ID should display at the top of the page. Please be aware that email addresses must match the registered e-mail address on the SQUARE ENIX Account, including case sensitivity. If the casing does not match the account as it was registered, the system will send an e-mail stating that the address is not associated with a SQUARE ENIX Account.


If you have forgotten your password, please use the password reset function. Please keep in mind that the Security Question and Answer needed to change the password is also case sensitive. When registering an account, users are forced to select and answer one of the four predetermined questions. If you have forgotten or are not sure which question you chose, please attempt to answer each of the questions provided. Spaces are also accepted as valid characters in Secret Answers. If you are certain of the answer for your chosen Secret Question, yet the system is not accepting your entry, please try adding a space before or after your entry.


If you continue to have difficulties, please contact the SQUARE ENIX Support Center by using the Additional Assistance button below.


Security Token Users


Related error message: ‘The password entered is invalid, please enter a valid password’ 


There may be rare cases where the 6-digit code was entered too late, and the system will reject it on that basis. Please generate a new code and try again. In other cases, the token may be out of sync with the account. If you require assistance to remove the token from the SQUARE ENIX Account, contact the SQUARE ENIX Support Center by using the Additional Assistance button below.


Login Restriction


Related error message: ‘Based upon recent suspicious activity, we have identified that your account may potentially be at risk. For your protection, we have temporarily suspended login access to this account. Instructions for lifting this restriction have been sent to the email address registered to your SQUARE ENIX Account.’


For more information about Login Restrictions, go here.


It may be possible that access to the SQUARE ENIX Account has been disabled temporarily as a security measure to guard against unauthorized access. In this case, an automated e-mail with instructions on how to remove this restriction will be sent to the e-mail address registered to the account. If you have not received any e-mail from SQUARE ENIX regarding the login restriction, simply reset the password in order to regain access to the account.




If there is an ongoing maintenance, you will not be able to log into your SQUARE ENIX Account or the respective game. Please visit one of the following pages for more information regarding system maintenance for each specific service:






If the reasons above do not help resolve your issue, feel free to contact the SQUARE ENIX Support Center for assistance by using the ‘Additional Assistance’ button below.

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