Unable to login due to problems with the One-Time Password app

Hello, I'm writing for a friend who can't log in due to the fact that he lost the Square Enix Token App.
He had to urgently reset his mobile phone, so he didn't made to obtain a new Emergency Removal Password in time.
He can't use any of the Mog Station or Final Fantasy XIV services, since he's not able to obtain the One-Time Password required.

We both know that he should write a mail to the technical support, but the service is offline since April 24th and he'd like to know something about his situation, like if he can effectively do something or if he has to buy a new account...

Thank you for your patience

Your friends only option is to contact SE customer service, without the removal code only they can remove the token from their account.