Help with log-in?

[Dzartovian]

Hi, my friend recently bought FFXIV Online digital edition from the Square Enix store with his SE account.
He then tried to log in to the Mog Station to register his game key and he is unable to log in to the Mog Station with his SE Account that he bought FFXIV on.
Anyone else have this problem or know how to fix this issue, customer support didn't help.

[-aiko-]

I know this is a basic question but it has to be asked: did he try resetting his password? Also, did he own the game already and just buy the expansion, or is he a new player who just bought the base game? If he already owned the base game it's possible he has it an authenticator tied to it. There's a phone app as well as a physical one. I almost forgot I had an app for it lol and I couldn't get in for a while until I figured it out.

[Aberrict]

The SE store account and FFXIV account are separate. He has to create a FFXIV account.

[Dzartovian]

Thanks Aberrict that makes sense.

[Jeremysync]

I have same thing, not sure what it is prob my firewall eh.