token app is stuck in loading

I have looked around everywhere and did submit a separate support ticket already that asked for additional information I provided... but atm I'm 2 weeks into not being able to secure my account and because of this I am very worried... its a legacy account and its something I take pride in and don't want to risk... my old phone before its very untimely death from old age was at least able to handle the token app with no problem now I have a Motorola phone and no matter what I do or what I close down it will not load and I have literally gone though all the channels I have seen posted for help on the matter to no avail can I get some info from square on this somewhere...
I have uninstalled and reinstalled did not fix the problem
running android 8.1.0
phone type is moto e5

Good afternoon Lexie and thank you for posting on the Final Fantasy XIV Technical Support Forums.

Since you first contacted us via our Support Center website, we would like to continue assistance via that channel. We have responded to your ticket, please check the email you used to send in that email.

This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center is necessary to resolve the issue.

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