Please Help! My friend can't log in to her account.

My friend and I are both trying to return to FFXIV. The problem is this: her account has a one-time password attached to it, and she got a new phone since we last played, so the app wasn't installed. The app requires an access code (which can only be received by being logged into her account) to attach it to her account again... but naturally, she cannot log INTO her account to get that access code because she doesn't have a one-time password! It's a circular problem.

She has already submitted a ticket, but it has been several days with no response. I am posting this thread for her because she can't even access the forums. Is there anything more we can do to expedite this process? We both would really like to start playing FFXIV again.

Does she have the emergency removal password? They give it to you when you add the security token (it's visible in red letters on the front of the http://account.square-enix.com/ on the first page each time you log in, although obviously that's not much help if she needs it now/doesn't have it).

If she does have it though she can go to the following page to force the token be removed from her account:

https://secure.square-enix.com/accou...vc/coercioncan

After removing the token she can then login and/or readd her new phone.

If not then no, she needs to talk to support, but I'd really recommend ringing them. Although she probably can get it resolved via the ticket system, there's likely to be lot of back/forth and it'll probably take considerably longer.

Sorry!

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Originally Posted by Shuzet

My friend and I are both trying to return to FFXIV. The problem is this: her account has a one-time password attached to it, and she got a new phone since we last played, so the app wasn't installed. The app requires an access code (which can only be received by being logged into her account) to attach it to her account again... but naturally, she cannot log INTO her account to get that access code because she doesn't have a one-time password! It's a circular problem.

She has already submitted a ticket, but it has been several days with no response. I am posting this thread for her because she can't even access the forums. Is there anything more we can do to expedite this process? We both would really like to start playing FFXIV again.

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I had previously misplaced my security key and started up a live support chat when the center hours opened up. The person on the other end only had to verify my details/information and then unlinked the key for me so I could log in. It's worth a try if she wants to go that way, they respond faster :)

Use chat support and can have it done in like 20 minutes. well depending on how long the queue time is but usually isn't that long.