Square Enix chat 2/2

System 15:04：You are now connected to Jennifer.

Jennifer 15:04：Hello and thank you for contacting the SQUARE ENIX Support Center. Just a few moments while I review the information on the ticket. While I look over your ticket information, may I have your first name please?

Customer 15:04：Dave

Jennifer 15:04：Hello, Dave! My name is Jennifer and I will be assisting you today. Upon checking the ticket you submitted, it seems that you have a concern with the code. Is that correct?

Customer 15:05：Correct

Jennifer 15:05：Thank you for confirming your concern and I apologize for the inconvenience this has caused you. Please give me a few minutes to locate and verify the account.

Customer 15:05：I spoke to support a few minutes ago (ticket 29990427) and they told me that the issue should be resolved, and I've now validated that that is not the case.

Jennifer 15:07：Thank you for waiting. Just a confirmation, you're unable to register the code, is that correct? Could you please provide the registration code?

Customer 15:07：endwalker collectors edition: RG5A JMD4 3UCT 83QC RBEE

Customer 15:08：and yes, I made the mistake of registering dawntrail first, and now I cannot register endwalker

Customer 15:08：so I cant access the collectors items

Jennifer 15:09：Thank you! Is there any error message showing when you tried to register the code?

Customer 15:09：I dont have a place to enter the code

Customer 15:09：if I try to go to the additional expansions section of mog station it just says there arent any

System 15:11：Succeeded in sending Screenshot 2026-03-12 143423.png

System 15:11：Succeeded in sending Screenshot 2026-03-12 143625.png

System 15:11：Succeeded in sending Screenshot 2026-03-12 143739.png

Customer 15:11：screenshots attached show my mog station and the additional expansions screen

Jennifer 15:11：I am going to place you on a hold while I look into your issue. Please allow me a few minutes to look into it further. Thank you in advance for your patience. Thank you!

Customer 15:12：Absolutely, thank you

Jennifer 15:16：I apologize. I am still looking into your issue. I will be back with you as soon as I can. Thank you for your patience.

Customer 15:16：No worries

Jennifer 15:21：Thank you for waiting and sorry for the long hold. Upon checking, the code you provided [RG5AJMD43UCT83QCRBEE] is for Endwalker Collector's Edition. Unfortunately, you cannot redeem that code since you already have registered an Endwalker expansion on the account.

However, if you really wanted to have the Collector's Edition on your Endwalker expansion on the account, you need to do a digital upgrade via Mogstation.

Jennifer 15:21：If you would like to apply the Collector's Edition license to an existing service account, please refer to the Digital Upgrade at the Mog Station.

Follow the steps below to upgrade to the Collector's Edition:
(1) Log into FINAL FANTASY XIV: Mog Station -- http://sqex.to/Msp
(2) Scroll down to "Additional Services"
(3) Select "Digital Collector's Edition Upgrade"
(4) Follow the on-screen instructions to complete the process

Jennifer 15:21：Are there any different concerns or questions I can assist you with right now?

Customer 15:21：Would it be possible to promo that upgrade as I have already paid for the collectors content?

Customer 15:22：And we've validated that's the case?

Jennifer 15:23：Unfortunately, no. I would suggest to do a digital upgrade instead. For the Collector's Edition code you purchased, you need to contact the store and ask them for possible refund or other options since you can't use it on the account.

Jennifer 15:23：Are there any different concerns or questions I can assist you with right now?

Customer 15:24：So I'm in a position where I've specifically already paid for the collectors content and there's no way I can get it without paying for it again?

Customer 15:24：That seems a bit unreasonable

Jennifer 15:26：Again, you cannot redeem the code since you already have the Endwalker expansion. If you really wanted to have the collector's edition, I would suggest to do a digital upgrade. Regarding the code, upon checking it is still unused. I would highly suggest to contact the store where you purchased it and ask them for possible refund or other option.

Jennifer 15:27：Are there any different concerns or questions I can assist you with right now?

Customer 15:27：I suspect it is unlikely that steam will issue a refund this long after the purchase, so I guess I'm just stuck having wasted the purchase.

Customer 15:27：More than a little disappointing.

Jennifer 15:29：I sincerely apologize for the inconvenience this has caused you. However, there's nothing we can do about it. The system can't accept the code. I already provided you the option to get the Collector's Edition by doing a digital upgrade.

Jennifer 15:29：Are there any different concerns or questions I can assist you with right now?

Customer 15:30：I understand that there is no way to apply the original key, but given that the collectors upgrade provides the same benefit and we've proven that I've paid for that content it really seems like I should be able to apply that upgrade without paying for it a second time.

Jennifer 15:31：Sadly, no. We don't have an option to do that. Are there any different concerns or questions I can assist you with right now?

Customer 15:32：Can you please email me a copy of this log? Maybe I can use it to help request a steam refund.

Jennifer 15:32：Sorry, the chat support are unable to send an email.

Jennifer 15:32：Are there any different concerns or questions I can assist you with right now?

Customer 15:33：I guess not.

Customer 15:33：Thanks for looking.

Jennifer 15:33：Thanks again for contacting the SQUARE ENIX Support Center! If you encounter any other questions or concerns, please do not hesitate to contact us again and we will be happy to assist.

We are always looking for ways to improve our customer experience, and our customer service survey is a great way to make your voice heard. If you would like to leave feedback regarding your experience with us, please feel free to complete a brief survey we will send to you. Take care!

System 15:33：Jennifer has ended the chat session.