We're pleased to announce the launch of a new pilot program dedicated to facilitating FINAL FANTASY XIV and Square Enix account-related customer support via Twitter and Facebook in North America. The limited time test is designed to offer support through social media channels so that we can evaluate the potential benefits of additional customer support options.

Contents    
Social Media Pilot Program
Official Square Enix Support Accounts
Contacting Square Enix Social Media Support
Social Media Support Schedule
Restrictions
Social Media Pilot Program

The social media pilot program is a limited time test created to help us experiment with new avenues for support to evaluate their effectiveness.

This pilot program is currently planned to run through Friday, November 29, 2019 at 5:00 p.m. (PST).

Official Square Enix Support Accounts

On Twitter: @SE_NA_Support
On Facebook: SE-NA-Support
* Please take care when interacting with social media accounts for support as similarly named accounts may be used in a malicious manner.
* Square Enix customer support representatives will not ask for personal information via Twitter or Facebook.
* Other than the accounts listed above, Square Enix social media accounts are not related to this support program. Reaching out to them may not result in customer support assistance. For customer support issues not covered by the pilot, please visit the Square Enix Support Center.

Contacting Square Enix Social Media Support

During the pilot period, we will be monitoring Twitter and Facebook for potential customer support issues. Users can also reach out to the official support accounts directly by Tweeting/sending a direct message to the account listed above, or by messaging us on Facebook.

Social Media Support Schedule

Pilot Start

Tuesday, September 3, 2019 at 10:00 a.m. (PDT)

Scheduled Pilot End

Friday, November 29, 2019 at 5:00 p.m. (PST)
Social Media Support Hours

Social media support will be offered 24 hours a day, 7 days a week during the above period.

Restrictions

During the social media support pilot, support will be restricted to the following:

Social media support during the pilot is only available to customers with a North American Square Enix Account.
Social media support during the pilot is only available English.
Social media support during the pilot is only available for Square Enix Account and FINAL FANTASY XIV issues.
Some support issues may require an alternate form of contact, so you would be referred to the appropriate contact method.
For security purposes, personal data or information will not be requested through Twitter or Facebook.
Should personal data or information be necessary for support, such as verifying account ownership, we will request it be submitted through the Square Enix Support Center.

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