Codes from my hardware token are invalid?

Hello, i tried to log in today to the game, im using a hardware token. When i tried to log in it says password invalid. I thought it was my password, not the token one, so i tried to log in on lodestone, and it says the same error, this time on the one time password window. I contacted support and suspended my token, and this time i logged to the game without problems, so i tried to unlink my hardware token and tried to put a software one with my cellphone, but i cant unlink it, because i need to put a code from the token, and always says error password.

Maybe is malfunctioning, unsync? How should i proceed?

Greetings and thank you for posting the Final Fantasy XIV Technical Support Forums.

We apologize for the inconvenience as the issue you are describing would not be able to be handled by the technical support forums. The issue would best be handled by the European Square Enix Support Center as the account in question appears to be part of that region. Please contact their support team by creating a support ticket at https://support.eu.square-enix.com

This thread will be moved to "Separate Support Required’.

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Originally Posted by Hission

I contacted support and suspended my token, and this time i logged to the game without problems, so i tried to unlink my hardware token and tried to put a software one with my cellphone, but i cant unlink it, because i need to put a code from the token, and always says error password.

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Which smartphone token are you using?

If you're using the Square Enix one when you add the software token as part of the process they send a ode to the the registered email address and you have to get that email and type that code into the app, have you done that part?

However I would suggest just use the new Google Authenticator compatible one instead as that can be used by many more applications and is much simpler to setup (as well as use on multiple devices).

Also not sure if you're aware, but once a hardware token is unlinked it can never be used again and going back to a hardware token will require a new one.