Android Software Token App: Randomly Unlinked?

Seriously Square-Enix... how in the world do Software Tokens magically become unlinked? My fiance hopped on her PC tonight to play the game as usual and when she opened her Software Token app (the only you so graciously promote as the ultimate defense), only to find that it has completely forgotten her account information.

Now she made the mistake of never writing down her Emergency Removal code, but she did write down her Registration Code as she was under the impression that they were one in the same, so the INTENTION was there to handle the software properly. I checked her phone, it hadn't undergone any sort of software update, so I'm wondering what in the world you guys are doing over there to cause the frustration that she is going through right now?

She'd log-in to write this herself but SHE CAN'T BECAUSE SHE NEEDS A ONE TIME PASSWORD. How many people is this happening to and why can't you get a hold on your user's security as I have many friends who have tokens who have had their accounts hacked. I mean seriously, this is outrageous because you mentioned a loophole in your older login platforms that allowed these hackers to gain access however she doesn't have any old square enix accounts. So again explain to me, what are you doing with your security besides giving it a bad name?

I want to believe that the support team cares but with all my friends losing access to their accounts and now my fiance, I have to wonder if I'm next.

I'd like a response on this. I'm not going to let it just drop to the pits that are the last pages of the forum. I demand an update on your security issues, because this is happening TOO often to people around me.

And to any future repliers who want to write something rude or tell me to shove off, I'll remind you that I am a paying customer just like anyone else in this game at this point so I will not be brushed off or intimidated by ANYONE.

Open a ticket with their Customer Support, forums aren't the correct way to address issues like verifying ownership of an account to unlink the mobile key on it. Also, have you tried re-installing or syncing the app? If that doesn't work then you'll need to contact their CS.

https://support.na.square-enix.com/c...hp?id=496&la=1

i have the same issue i forgot a few of street address information just this i cant told them the correct address but i have all serial number all payment mail that sent to my contact mail in square-enix id
i try to contact support center and tell my problem for 3 times (only i can contact agent not include my spam ticket) but i am not american i cant listen to your speech clearly on phone it should made you annoy me so much
if you look into how i get digital collector's edition and 3 mouths subscription you must acknowledge what i told you is the truth
or just generate register code and send it to my contact email in my id

now im worry about my creditcard that record in my id because i cant login and delete my no.card what you do if i get hack while i cant access to my id please think about it carefully i always change my password to prevent hacker but now i cant do anything
im just normal user just play game and enjoy it

sorry im thai i cant speak english like american
i know you cannot assure to me because i cannot tell the correct information but please considerate...and actions

Quote:

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Originally Posted by Sephirah

Open a ticket with their Customer Support, forums aren't the correct way to address issues like verifying ownership of an account to unlink the mobile key on it. Also, have you tried re-installing or syncing the app? If that doesn't work then you'll need to contact their CS.

https://support.na.square-enix.com/c...hp?id=496&la=1

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Thanks for the words Sephira but this is impossible since the app will not move passed the information request screen to sync. My fiance will be calling them today as my friends who were also experiencing the issue say that it cannot be resolved by E-Mail. Go figure...

Quote:

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Originally Posted by pohr-sabupachi

i have the same issue i forgot a few of street address information just this i cant told them the correct address but i have all serial number all payment mail that sent to my contact mail in square-enix id
i try to contact support center and tell my problem for 3 times (only i can contact agent not include my spam ticket) but i am not american i cant listen to your speech clearly on phone it should made you annoy me so much
if you look into how i get digital collector's edition and 3 mouths subscription you must acknowledge what i told you is the truth
or just generate register code and send it to my contact email in my id

now im worry about my creditcard that record in my id because i cant login and delete my no.card what you do if i get hack while i cant access to my id please think about it carefully i always change my password to prevent hacker but now i cant do anything
im just normal user just play game and enjoy it

sorry im thai i cant speak english like american
i know you cannot assure to me because i cannot tell the correct information but please considerate...and actions

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I understand what you say completely pohr-sabupachi. You are correct that they should send us the removal code by E-Mail and NOT make you WAIT forever on the phone. Their method for handling issues is broken to say the least, and they don't seem to take any blame for anything nor do they take any suggestions. I suppose this is what happens when you decide to put your trust in a game company for services that originate from the OTHER side of the world... big lack of communication.

Also, your English is very good. Keep practicing and you will be perfect one day :)

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.