One-Time Password Issue (Phone App)

[Rahsch]

Hi,

I'm having an issue, I never had this kind of problem before. But I've been using this phone app since they first brought it up for use. So I've been using it for beta, early access and launch.

I was just doing what I always do, I wake up, go to login screen, put in my password and was going to do the one-time password through my phone. So I opened up the app on my phone and it brings me to this screen I never seen before.

It tells me to put in;

Square Enix ID

Birthdate YYYYMMDD

Registration Password

For the registration password it says it is obtained from the one-time password page after logging in to the Square Enix Account Management System. But there is no way I can do that since the app won't give me my one-time password since it always goes to that screen instead of giving my password instantly when I first open the app. Now I'm unable to login to the game and go check my account information. I put a ticket in but no response. I don't know what to do.

[Erics_Asura]

It sounds like your app completely deleted its information and is now acting as a new token. Putting in a ticket won't do, you're going to have to call SE and have them delete your current token.

[Rahsch]

Unfortunately I don't have a phone to call, and my Software Token Removal password isn't working either.

[worldofneil]

Sorry if you're already doing this, but to use the emergency removal password you have to go a special page, you can't log in with it. The special page is located at:

https://secure.square-enix.com/accou...vc/coercioncan

From there you can fill in the relevant fields to remove the one-time-password from your account so you can ignore it when asked later until you re-add it.

Again I apologise if you were already doing this, just wanted to make sure you were aware of this.

[Rahsch]

Yeah that's what I meant that I couldn't use my token removal password. They sent me an e-mail 3 days ago they'd get back to me in 2 days and I still haven't heard anything from them. I don't know if I'll be able to log into my account. :<

[Boretalith]

Greetings,

It seems that there have not been any further posts about this concern being an ongoing issue. Because of this, we are considering it to be resolved. If this does continue to be a concern, please create another thread to further discuss resolutions or contact the Support Center at support.na.square-enix.com for assistance.