Software Token Problem

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Originally Posted by Garet

Yea. I found my old file on it but it does not work. Not sure why or maybe i used a physical token before and the code was for that one. I have tried contacting support. The call option does not seem available as I cannot seem to find any international phone numbers we can call. I did try the "by mail" and got a support reference number but do not know how long they would reply.

Sigh was really enjoying finishing stormblood quests so can move to ShB soon.

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Were you using it on the normal log-in or the specialized software token removal page?

https://support.na.square-enix.com/f...la=1&kid=12832

If you scroll down into the software token half and go to the bit about being unable to log in, it'll give you a link to a special page where you have to input the password along with your normal account info and it'll email you a link to disable your OTP. If that was the page you were using and it was incorrect/old one then yeah, you'll just have to wait for support to start up on Monday.

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Originally Posted by MariaArvana

Were you using it on the normal log-in or the specialized software token removal page?

https://support.na.square-enix.com/f...la=1&kid=12832

If you scroll down into the software token half and go to the bit about being unable to log in, it'll give you a link to a special page where you have to input the password along with your normal account info and it'll email you a link to disable your OTP. If that was the page you were using and it was incorrect/old one then yeah, you'll just have to wait for support to start up on Monday.

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Thanks. Yes that was the link I used and the removal code I used does not work so I need to wait till monday. It's ok. Guess been playing too much anyway haha. Maybe 1-2 days rest from game is not that bad :)

It just sux that the system is making me re-register my software suddenly but their account page is still asking for my OTP. Logic would dictate that if their software somehow unregistered on its own that my account should no longer need an OTP to get into. Now it is asking for registration code in a place that it would not provide the otp for us to access said registration code lol

Contact Support

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Originally Posted by Garet

Thanks. Yes that was the link I used and the removal code I used does not work so I need to wait till monday. It's ok. Guess been playing too much anyway haha. Maybe 1-2 days rest from game is not that bad :)

It just sux that the system is making me re-register my software suddenly but their account page is still asking for my OTP. Logic would dictate that if their software somehow unregistered on its own that my account should no longer need an OTP to get into. Now it is asking for registration code in a place that it would not provide the otp for us to access said registration code lol

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Because if all you had to do to bypass someone's account security was delete the app off their phone, that'd be terrible account security.

Hence the emergency removal password.

Or, you can bypass issues with the app version by using the physical token. I've been using one since 2010. Never had issues with it

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Originally Posted by Valkyrie_Lenneth

Because if all you had to do to bypass someone's account security was delete the app off their phone, that'd be terrible account security.

Hence the emergency removal password.

Or, you can bypass issues with the app version by using the physical token. I've been using one since 2010. Never had issues with it

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This is the first time this has happened to me. Even when I stopped playing after HW and then returned to this game last month the software token continued to work throughout those years. Just bad timing it had to break down during holidays i guess haha

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Originally Posted by Garet

I see thanks. Guess I will just wait till monday then.

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Well, Easter Monday and all that.

However, please look at this post (updated 2 weeks ago): https://forum.square-enix.com/ffxiv/...80#post5520780

Chat will be online and limited in time to a 6 hour window that could be in the middle of your night.

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Originally Posted by Shibi

Well, Easter Monday and all that.

However, please look at this post (updated 2 weeks ago): https://forum.square-enix.com/ffxiv/...80#post5520780

Chat will be online and limited in time to a 6 hour window that could be in the middle of your night.

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awesome thanks. i will try to catch this. This is EU support team. Is it ok even if my account is NA? I live in Asia but I registered my account as NA since the game does not allow it to be registered on my Asia Address.

you'll be restricted to what region you got your game in. that is what is being supported.

Ok. SE Support finally replied and helped me resolve my problem. Finally got to adventure in Eorzea again. Thanks all.