Help with software token

Hello.

I'm writing this on behalf of a friend.

This friend of mine had the software token installed at his phone. He had some issues with his phone that led to a wipe of all his apps.
However, he had the emergency removal password written on a notepad and unfortunately, this code isn't working.

He tried to get support through both ticket and chat. Chat is offline, even though he tries it at business hour on both PDT/PST. And ticket gives him a reply telling him to try the chat.


What can be done?
His username is KayinHellscythe

Sorry if already doing this, but just in case, is he actually putting the emergency removal password into the special form and not trying to just use it in place of the token's number?

The form for doing this is at: https://secure.square-enix.com/accou...vc/coercioncan

Against I apologise if he was already doing that, but figured best check just in case.

Sadly though if that isn't working then ther is nothing he can do except get hold of them like he's tried to as they don't do support over these forums. Sorry.

in the same boat, phone updated to Lollipop and my SE Token app wiped, my emergency removal password isn't working and i'm still currently sitting here listening to SE's annoying phone queue music for 40 mins, web chat isn't online, been trying this for 2 days now, i'm sure they use RNG on the phones too...