Password Reset Asking for One-Time Password?

Around a year ago I purchased this game for a friend. We were playing fine, but he stopped playing it eventually (I can't remember why). Now I purchased him another game-time card because we want to play it again, but he can't remember his password.

When he tries to reset his password, after putting in all the required fields, in the one-time password space it's telling him it's invalid for whatever reason. The problem here is that he doesn't remember having ever put in a one-time password, nor does he have an e-mail anywhere telling him about having one. He also doesn't have any app on his phone for it.

He submitted a ticket, but seeing as I just spent $30 hoping to play with him tonight, I'm wondering if anyone has any experience at all with this or why it could possibly be giving this error?

UPDATE : He found his emergency removal password, but in order to use it, he has to type in his current login information. How can he do this without knowing his current password? The password reset doesnt have a space for emergency removal password.

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Originally Posted by OnyxStrife

UPDATE : He found his emergency removal password, but in order to use it, he has to type in his current login information. How can he do this without knowing his current password? The password reset doesnt have a space for emergency removal password.

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I'm pretty sure in that case, you would need to speak to the support center via phone or chat to get that fixed.
As long as he knows his account details and has that emergency password removal string, it should be a fairly quick process.

You do need to have your current account password to use the emergency removal password for the security token.

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Originally Posted by Kaitlen

I'm pretty sure in that case, you would need to speak to the support center via phone or chat to get that fixed.
As long as he knows his account details and has that emergency password removal string, it should be a fairly quick process.

You do need to have your current account password to use the emergency removal password for the security token.

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For me one day the phone app bugged out lost connection to my account (friday evening when noone was there for support :mad:) used the chat support got it fixed in 5 minuted answering 3 questions on personal data. :)

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Originally Posted by Werhusky

For me one day the phone app bugged out lost connection to my account (friday evening when noone was there for support :mad:) used the chat support got it fixed in 5 minuted answering 3 questions on personal data. :)

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They have chat support? I'm having a really hard time finding it. The only one I found asks for PlayOnline information (i'm guessing that's SE ID).