Customer: Shut up and take my money Square Enix: No

People have moved countries, some people have someone else pay their subscriptions and so therefore the address won’t match, like you mentioned some players’ countries just aren’t available at all. This whole situation is just beyond the pale and unacceptable really.

I love how todays FF14 Drama was caused by the billing department. Only Square has decided to always make it harder to pay them.

The way SE do some things is so ancient

The website does not need a "fresh coat of paint." What the site needs is a complete bulldoze and fresh start.

When a corporation makes it hard for you to give them money, you really need to question how fundamentally broken the corporation is.

i hope more content creators make a stink about this. it really is unacceptable. someone on reddit said that customer service told them buy a whole new game. just lose 10 years of game play and mogstore purchases. that is not okay and feels like lawsuit territory.

A lot of my friends in SEA is experiencing this and most have expressed that they would officially gonna quit the game sadly. Because currently there's no workaround regarding the Dawntrail preorder/buy. Its ridiculous on SquareEnix part.

Gotta love contacting support too, and asking about these kind of things. I recently asked if I could make an account in a country I plan to move to in the near future using a temporary mail fowarding address (do it now rather than later) and you know what they told me? "We can't give any direction to customers relating to policy and contract, you must read it on your own and decide for yourself" They're useless, if you can't help with those type of questions, then don't put them in the support ticket options as a subject for crying out loud.

If they don't get this fixed before Dawntrail, I'll just ask for a refund of my pre-order

I hope steam pay will not go away...

Knowing Square, they'll fix it as soon as they notice a dip in earnings.

My first thought here, and maybe some folks are thinking the same as I do, if someone lost their player housing because they weren't able to get this straightened out in 45 days, that would be a darn shame.

thank you for bringing this to light, SE really needs to address this issue before it starts leading to an impact on sales for dawntrail long time fans who support the game will tough it out, but theres a huge hidden majority of potential new players who aren't as forgiving and could just as easily walk away

BTW, SQEX support is useless with the address problem as the only answer they give is "create a new account"

I've been playing this game since beta 4 invite for 10 years now. 10 YEARS. SQEX had the time to go and make as much payment method as available as possible for their paying customer and what did they do? They restrict more. I'm really surprised this company isn't bankrupt yet. Also they need to decouple the online account from FF11. I have a hunch that they refuse to change the region nonsense account because of FF11 is sharing the same account system management.

It's a good day to have FFXIV through Steam, hope this can get resolved for everyone else soon

Huh, I had no idea this was going on. I just passively pay by Credit Card each month so I barely even think about the payment process anymore. Wonder if mine will get something pop up with it that prevents my payment from going through this coming month :v Sucks people have to deal with this though, I really am astounded by how badly SE seems to fumble things all the time, even people's ability to give them money.

I had an error after trying to buy glamour items sent in a ticket, they just basically said to turn off vpn and try clearing catches and cookies and wait a day. Turned off vpn, clear my stuff and waited two days just to make sure the whole 24 hours did pass, it was all good after that.

I do not understand how Squenix is so bad at letting people give them money. This game is so frustrating to sign up for, and in a lot of places, there are so many hidden restrictions on how you can sign up. For example, where I live, Crysta just isn't available for seemingly no reason (confirmed through Support by other people).

This kind of things is really bad for companies which offer goods which are not essential because once you break the cycle of addiction, some customers won't return in a long time, or ever

ohhhhh, this is why it took so many attempts to try and resubscribe this month. Even after changing my card I kept getting stuck in an endless loop where it just wouldn't take me to the next page. thank fully the next day it worked so I was able to play again but it was so infuriating

I'm NA and my debit card no longer works and it was one of the cards they said would be fine. I had to buy crysta via PayPal to continue my sub, but I'm worried about those who cannot resub at all.

Brilliant FFXIV. Trying to save a buck for the stockholders by changing payment company will result in losing regular paying gaming costumers.

I saw this coming everysince they last did payment changes but seriously they gotta update their website,its user unfriendly and confusing

FF14 are never SEA player friendly. Only Singapore are included in the services country. Until then, I would avoid resub to FF14 to avoid account lock out like this issue.

Far as I can tell you're the only content creator that regularly covers this game that has made a video at this time of writing... thank you.

Thank you as always for covering this! I've been unaffected because I purchase time in big chunks with Crysta, but several other people I play with will likely encounter this issue soon as their subs lapse.

If you are someone that got XIV through steam, don't forget you can pay through your steam wallet as well. Both reoccurring and one-time payments were working last I had seen.

With the Edge browser one, the mog station is weird and will sometime cache things it shouldn't. It's possible it's just cached your old address so using a separate browser frees it up. They even have a bug where you might cache the maintenance screen and are forced to use a different browser

Since I'm Dutch and a majority of Dutch people (that I know) have no credit card including myself, I've had to buy game time through crysta via paypal from the beginning. It works perfectly, though it is a bit of a roundabout method. It's funny to see people basically demoted to the life of a Dutch FFXIV player with this change. Hope it'll be fixed quick!

This is still happening June 1st. Error 601 when purchasing / adding a new debit card. SQEX is a joke for letting this continue for so long. I guess the JP players are not having these issues.

I moved country several years ago and due to having to pay in Euros every time and paying more than I should in pounds, I had resorted to game time cards but I would prefer going back to monthly payments, yet until they offer to change country, this will stay an issue....

For what it's worth, I'm a Visa user and so far I've both renewed my sub with no issues and even (drunkenly) bought an outfit off the mogstation without any issues. I suppose the big test will be whether I can get the new expansion later this month

Why do they have to make subbing so bloomin tricky and annoying, wish they’d rehaul it all and sort it out. As a new player years ago, trying to figure out how to sub as a PS player took way longer than expected.

Dealing with this right now and I didn't know this was an issue till I started up today.

Some people might not know, but in my country Malaysia, all of our bank's card are rejected for purchasing expansion since Endwalker. Our local game store are not selling physical copy of this game. It makes us so hard to buy / pre-order the game, we have to buy it through 3rd party website with higher prices.

Its super ANNOYING, i can not even USE credit card as a payment options anymore, despite having my card and account on the same billing address. I had to rewire my sub through stream to even play and its annoying.

Meoni, ty for all the coverage over the years, and for putting it an an easy to understand and informative format. Though sometimes your voice combined with the music makes me sleepy. lol. So soothing.

I had a really difficult time updating my credit card information earlier this year on the SE. I kept getting an error message. I eventually solved the problem, but SE didn’t make it easy.

Yup. This is happening to me. Making me confirm my address before adding Crysta then telling me my address is invalid.

THANK YOU for making a video on this! It really needs more traction. They are ignoring it but tons of people are experiencing this problem.

Thank you, Meoni ❤

What I really hope happens honestly is that content creators have the courage to bring up how crappy the website and the whole process has been for their customers during the dawntrail media tour.

Feel bad for those who were affected by this. I didn't have this issue, but hope that they address the matter for those who did get hit with this issue. Totally agree they need to make it easier and update the way to make and pay for an account.

my biggest issue that i have been having for years, is mogstation keeps login out even just after clicking on something

This would not have been an issue if they acknowledged and included countries that actually play this game, South and South East Asian(SEA) and South American(SA) countries! We are not asking for our own data center or publisher here, we simply want to be included without threading around the EULA.

I'm upset that Square-Enix hasn't given players who used the discontinued services to pay for their game time a means to renew their subs. They are going to lose players and those players are going to give bad word of mouth to those interested in the game, meaning more lost players which will become a death spiral leading to the game being unprofitable and shutting down. :(

I had issue when there was a time of my auto-payment, I had no money on card(cause always have extra card for all my payment services). I forgot to put money on it so payment was failed. Then i tried to make payment for this card again , tried to add it and it took 1 euro for confirmation, I am not sure it was returned(or I just did not noticed and it was done later maybe, but I did it few times and several euro was taken for all my tries), but subscription was not paid. Then i read in google that better is add new card but if payment was failed from current card - I need to use another card or wait 24hours but I needed access to game this day so then I have added new card and payment was done(in future I have changed back but anyway is little annoying that we do not have some button "try again" or pay manually if auto-payment was failed). The most annoying was to add again all my retainer's and android app services to it.

I had to re-enter my card info all over again, literary got disconnected. I would suggest any affected by card complications I’d suggest getting a digital game time card off Amazon.

I'm in the states, and I can't purchase the compion app premium service. When I click next it just reloads and doesn't move forward. Sucks.

I submitted a ticket and they told me to "clear my cache." So I told them... no this isn't on my end - this is a billing issue and I'm just letting you know so you can escalate the problem. They told me to try changing my payment method.... lord. But if you select "pay with Amazon" you can pay and it will work. That's how I am getting around it.

I’m so glad that there are ways some people got around this! Last week I thought I was the only one experiencing it

Idk why this was even needed. SE is not doing well overall atm, but by doing this, this is only adding to their financial struggle. They are shooting themselves in their foot.

i’m worried now :( i couldn’t buy a fantasia last night and my billing matches my address on my account? does that mean my sub won’t renew 😭😭😭

I'm on six monthly sub, will it not just take the payment automatically when that runs out?

I'm from SEA and I was weirded out because of this. Before, my Credit card easily accepted the payment without much issue but this time, every time I pay directly using it, it would automatically cancel. And I saw that it was because the address should match with the card details. I'm actually quite alright with being strict for protection but it just irks me sometimes on why countries in the SEA are not included in any menu so we can probably register...*sigh. Oh well, at least Paypal got me through this pre-order situation. I hope Square-Enix, improves on this payment scheme/option etc.

It would appear that an idea was put into action and it backfired tremendously. I hope they resolve the issue and take some steps back so they retain their customers.

Thank you for bringing attention to this! If you can please keep talking about the inability to change country of residence 😢 I am worried that Square will continue to ignore the issue as many of us have been asking for years

I was trying to resub and it won't take my card I just get a message saying (your card is invalid) when I just tried to activate it or add it -_-

Damn I was days away from editing my payment plan and didn't know this was going. I hope it works when I go and try. My current sub ends on the 11th. I really hope I don't run into issues (I use visa)

My try paying with steam didn't went well. Money was taken but I've no active subscription on my account. Haven't heard from the support for four days now. Never had any problem with the payment method I used before.

Im trying to add crytal but still wants to validate the address. Im stuck. Can someone tell me how to add crysta since they are telling you can do it.

I was wondering what the problem was. I’ve had to use crysta to pay my sub now . For some reason I’m unable to pay for the companion app sub also. I hope they do fix this because it’s very annoying.

i bought this game on steam and even i got free subscription too but when am opening this game its showing error and the platform does not have license or you dont have subscription

Leave it to Square Enix to fix something that already worked (to varying degrees) by breaking it xD

Thank you for letting me know. My last payment was fine. But since I am probably one of many who use my Visa debit card, I went on the Mog Station. I attempted to buy a cheap housing item just to see if my payment would go through and it said my card was unavailable. I then when to the main site and removed my card from my account and tried to post it again. No dice. So I switched to my Visa Credit card just to check and that one seems to work. It let me input the card without errors anyway. I hope they fix this soon so I can switch back to my debit card. I'm trying to be better about not using my credit card for fun money, so I want to switch back as soon as possible.

Oh, that explains why it kept declining my card. Yeah, no, I totally ended up having to do the Crysta thing.

I had this issue since last year. I could not pay through any of my cards which were working fine till that time. Even after contacting customer support team they fail to resolve the issue. Only option since then for me is to go through Steam payment which is but chore as I have to login and add funds to then pay for FF14 sub every month. I don't think SE is going to fix this issue.

support should kick butts at SE for those shenanigans.

Even before this changeover I was locked out of using my debit Mastercard to pay for my subscription for whatever reason. If I ever want to resub I'm stuck with buying game time cards. I wonder if this new system would take my card now?

Does the name with billing address and account have to match too? My mother pays my sub but we share same address and lastname.

i use crysta as payment method for standard 180 day subs, and i always keep enough crysta (minimum of 6594 for the 65.94€ fee) on there for the next billing. after seeing this vid, i added 10k crysta more (used Chrome, as usual), just to be safe. glad to see i can still pay like normal. that said, thanx for the heads-up!

FInally, glad a KZfaq decided to draw attention to this issue

i cleared my cookies and the crysta/credit card option suddenly became available and it seems to be working i was able to resub. but yeah buying the game normally is confusing, now image your eu friend gifting the game on steam and now you have to register a pal edition from an na account that was a pain, and is likely why i had an issue.

Very infuriating, literally want to buy Dawntrail and re-subscribe but can't. The time they fix this WoW will have it's new expansion out, SE really screwed themselves by not fixing this.

That dude who started this mess should be fired.

Garbage company, fire the entire website development / maintenance team and pay someone from Blizzard a ludicrous amount of money to come show them how it's done. As much as I despise Blizzard, their account management and login system is the very best. User friendly and very straightforward. My wife is currently in this situation and her payment falls on the 27th each month. We pre-ordered Dawntrail and were looking forward to play it together. She may or may not be able to, depending on if that payment is actually able to go through or not. Forcing your costumers to jump through hoops like paypal or crysta is quite frankly not even acceptable from a small indie company, let alone a major worldwide corporation like SE. Shame on them for putting the responsibility of fixing this onto their costumers.

Go figure how their payment stuff works. I bought EW and DT with my debit card but for some reason i cant use the same debit card to pay for my sub lol i have to use paypal instead.

Japanese companies and consistantly awful web design/backend infrastructure is a continuous long term issue. There is a Square Enix account tied to the same email address somewhere for me laying in limbo because it has seemingly partly vanished. It took me three days to install this game, and another two when they changed steam account integration. Thankfully, I have not had any issues this time around, but Japan's relationship with the internet has always been kinda odd, so it seems unfortunately normal to me.

Buying playing time with paysafe cards still works. I tried it 10 min ago. Could be an option to bridge the time until the rest is sorted out.

I had this issue too, but I figured a work around. Bought FFXIV coins first and used those for an extension instead. It worked

Welp, it seems to not be taking Discover or PayPal from NA. It is not the country problem. And suddenly the forums are in French for me. WTH is going on with them?

I love Square Enix sometimes.. its literally a wonder that, that company still exist :D To quote Asmongold back then: "Let People buy your game!"

Question: Are FFXIV users on PC able to use Steam as a payment even if they had their game bought through SE's shop? Could be a temporary work around if that's possible for those locked out from SE and have a Steam account for other games.

As the saying goes….. if it isn’t broken don’t change it…. Square Enix clearly didn’t listen 😅 Game Time Cards are good but you can’t pay for the retainers if you buy Time Cards 😣

Yup north america visa card that ive used for years still not working

i've said it for years the mogstore and the whole ffxiv launcher is so fucking dated i am not surprised at all whatsoever not to mention SE support is the most incompetent game support i've ever experienced and that says alot

I live in Japan, and I use a Mitsubishi UFJ Bank account and card. Even with that, I can't pay directly. I always had to do the Amazon pay workaround since day 1. Third factor authentification is not a thing with Mitsubishi bank, so it doesn't work, or something XD. That's the reason they gave me 2 years ago when I started playing. Now it would be worse.

My country Malaysia not even on the list. How could I going to pay for the game now?

I’ve had error i2501 for about a week now. Can’t even give them my money and I’m trying to buy fantasia and a mount 🥴

With the old system, I wasn’t able to pay on my iPhone, iPad, or MacBook (I’d always get an error and get charged $1) hopefully that’s fixed with the new system. I always have to resubmit using the browser on the PlayStation, and I don’t feel safe doing it that way

I hesitantly wanted my friend to play ffxi. And he was able to get through the set up of his account with no help from me. So ffxi has made an effort to make it easier for newer players. Only hard thing was adding the gold world pass. Could it be an option to rally the community to try and petition SE to update their online support? I hope you have fun with DawnTrail!!^^🎉

Glad I resubbed mid April before this change it only took an entire evening I trying to get them to take my money. Which is better than not at all though thebissue was simular in that I couldnt even put in the address or card number.

I am from NA. PayPal is working for me. Thank you! You rock!

Square’s site is just awful. You finally make it past the painfully tedious sign up and think you’ll never have to look at that dreadful page again but they always find a way to bring you back and again you must suffer to enjoy FFXIV.

hmmmm, i am from germany and pay through SEPA. Credit cards are still not a super common thing. I dont have one and i never used paypal. My last sub worked as usual and i didnt get any notification that it wouldnt work in the future. What to do? It seems to still work, but also could be my next sub just dont get renewd without any message...

i might have a fix for this, my account is US based because i used to live there a couple of years ago. currently i live in saudi arabia. what i do now is look for a US city that matches my current saudi zip code. because apperntly most billing sites only cross check the zip codes with the card issuer. or maybe this was just luck for me :) hope it might help someone.

Thx for the tips because inam form Puerto Rico and is not in the list but I try Amazon pay and it work

What I ended up doing was getting a new credit card from my bank saying I suspected fraud and they changed it right away. This new card worked on the first try.