Security Token Emergency Removal Password

Someone I know just lost their security token and don't know their Emergency Removal password. Best I can figure out is they need to contact support to get it removed from their account.

I enabled my token many years ago (FFXI) and don't have my Emergency Removal password. I'd like to find out what it is and record it to avoid problems in the future. On the support center, it says this:

Please note that your Emergency Removal Password will need to be recorded beforehand because it can only be seen after you log in to your Square Enix account.

So, I should be able to find the emergency password on my SE account page. It either isn't there or it's buried in typical SE illogical UI layering. Can anyone point me to how to find it?

Login to the Square Enix Account Management. The Emergency Removal Password should be on the immediate page in red text somewhere in the box in the middle.

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Originally Posted by chocomaid

^ You need a onetime password to log in to that, which OP's friend lost.

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Quote:

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Originally Posted by Waeksyn

I'd like to find out what it is and record it to avoid problems in the future.

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Please give the OP a thorough read before you post, if possible.

All you can do is contact support, Live chat is the best way I have used, but they get this fixed instantly, they just ask for some info on your account like email address and date of birth to prove your identity.

Also the emergency removal password is only provided with the software token, as far as I know if you have a keyfob type you will not get one, and if you loose it you have to contact support to get it removed.

Posting in the general forums without contacting Support first? smh...

A simple search on the account management site: I lost my SQUARE ENIX Security Token.

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Originally Posted by kidvideo

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OP did not lose their security token, their friend did. They are asking where can they find the emergency token removal password so that they can jot it down somewhere to prevent this kind of accident. They've stated that they have already tried looking up support but that led to nowhere.

Please give the OP a thorough read before you post. Thanks! :)

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Originally Posted by AdamFyi

snipsnip

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Posting in the general forum without first remembering the details during the token set up OR logging in to the account management page or searching the knowledge base... smh more!

Also, op was tldr.

Did you log into: https://secure.square-enix.com/accou...n?cont=account ? Once there, on my screen, it says "Token Usage Status" and below that is my Square Enix ID, Registration Status, and Emergency Removal Password. The password is in red.

Thanks for all of the advice. I have opened a ticket with SE but there has been no response (thus my post on these forums). When I log in to the SE account management system, it does show that "Token Usage Status" box but there is no Emergency Removal Password displayed at all. I expect that I don't actually have one, given that i first enabled the security token when they were first released for FFXI many years ago.

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Originally Posted by kidvideo

Snip

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To be fair, some e-mails that were received after registering a security token do not include information about the emergency password. I think they fixed it by now? Not too sure. :confused:

Edit:

Quote:

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Originally Posted by Waeksyn

Thanks for all of the advice. I have opened a ticket with SE but there has been no response (thus my post on these forums). When I log in to the SE account management system, it does show that "Token Usage Status" box but there is no Emergency Removal Password displayed at all. I expect that I don't actually have one, given that i first enabled the security token when they were first released for FFXI many years ago.

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Yeah, that's pretty strange. Do you use the one-time password to log in at all?

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Originally Posted by Waeksyn

Thanks for all of the advice. I have opened a ticket with SE but there has been no response (thus my post on these forums). When I log in to the SE account management system, it does show that "Token Usage Status" box but there is no Emergency Removal Password displayed at all. I expect that I don't actually have one, given that i first enabled the security token when they were first released for FFXI many years ago.

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Do you have a telephone? Clearly you have the "internet" so I'm baffled you haven't tried live chat or a phone call... I know... To the Forums!

Quote:

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Originally Posted by Waeksyn

Thanks for all of the advice. I have opened a ticket with SE but there has been no response (thus my post on these forums). When I log in to the SE account management system, it does show that "Token Usage Status" box but there is no Emergency Removal Password displayed at all. I expect that I don't actually have one, given that i first enabled the security token when they were first released for FFXI many years ago.

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Please read my previous post, it tells you everything you need. Don't use email support for a token reset, because it will take them at least a day to reply (maybe more) just to ask you for info to prove you own the account, then you reply and it will take at least another day to get a reply and fix it, Use live chat and it takes less than 5 minutes, no waiting for a reply or anything.

This is how it shoud look like upon logging in;

http://i.imgur.com/4fvULsd.jpg

If otherwise, it's probably best to contact support about this issue. It seems pretty strange, honestly.

Edit; One question, did you use the physical token or the mobile app for your security token? As far as I know, the physical token uses its serial ID as the emergency removal password. :confused:

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Originally Posted by AdamFyi

To be fair, some e-mails that were received after registering a security token do not include information about the emergency password. I think they fixed it by now? Not too sure. :confused:

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From that email "If you have lost your Emergency Removal Password or are unable to perform the emergency removal of the Software Token yourself, the Support Center will be able to remove it for you once account ownership is verified. Please review the FAQ below for further details."

And there's this [Important] Important Notice to All Software Token Users

Quote:

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Originally Posted by AdamFyi

Please give the OP a thorough read before you post, if possible.

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My bad, I stand corrected. Half asleep.

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Originally Posted by chocomaid

My bad, I stand corrected. Half asleep.

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No worries, happens all the time. Plus it turns out the OP has a wierd problem to boot. :confused:

I think people are confusing the SOFTWARE Token vs the SECURITY Token.

The Software token is used with smartphones, and is what they recently posted information on in the news section on how to obtain your emergency password.

The Security token is a physical one-time password generator that comes with the physical collector editions of FFXIV or can be purchased separately from SE. The Security token does not display the emergency password when you go into the Mog station. It only generates during the first time use. I have read somewhere in reddit that the serial number on the back can be used as the emergency password, but that is unconfirmed.

If you happen to get a response can you please share? I too lost my emergency password, it would be nice to know what to do in case it runs out of batteries or I lose it.

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Originally Posted by mizzkittikat

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Ah that makes more sense. I'm used to people calling the security token a 'physical' token and the software token the 'mobile app'.

Edit:
After digging around the support for a bit, it looks like either you have to disable it manually while the token is still active;

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How to remove your Security Token:
(1) Log in to the Square Enix Account Management System using your Square Enix ID and password.
(2) Go to Service and Option and select One-Time Password.
(3) Select Security Token Usage Settings and choose Security token removal and follow the steps for removing the Security Token.

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Or contact the support team if your token is broken or lost for them to remove the token. I don't know if I misread a section of the text wrongly, but I think it did mention that once you deactivate a physical token, that physical token cannot be registered again.

There seems to be nothing about an emergency removal password specifically for the physical token for some reason. The support seems to only associate the emergency password with the software token.

Anyway, if you get any responses, mind if you can post it here?

If you are using the mobile application for your security token, and you have lost your phone/the application has been deleted due to a update, or if you have lost your emergency removal password for the Security Token:
1. Create a new account. Just register.
2. Use the chat support. Usually don't have to wait a while.
3. Tell them your situation. In my case, I simply said "I have an active service account, but I have lost my emergency removal token to remove the application tied to my account. Can you assist me?"
4. 9/10 times they'll ask for your information (Name, Address, DoB, Phone(?))
5. Give it 10-20 minutes, and they'll remove the token off your account.
6. You're free to use your account. Keep in mind you may have to change your password.

This works for both Security Token AND SOFTWARE token. Friends have tested this, I'm sure my friends have tried this method many times. It's reusable, just complicated.

Don't have to take my word on it. I've only past experiences with these tokens. If it helps, well, I hope it does.

Still no response to my email support request so I went on live chat instead. Here's the scoop"

The Emergency Removal password is only used for the software application. There is no equivalent for the physical token. If you lose or damage the physical token, you must call / chat them to get it removed from the account.

If you call, you need to provide the following information:

• Full name
• Date of Birth
• Email address on file with your account
• Street address including city / state / zip (city / province / postal code)

The agent can then either disable the physical token (which renders it trash - can't be reused) - or - they can Pause the token. Pausing allows you to log in without using the token. You can then call / chat them to get it re-enabled again if and when you wish. This would be done if you lost it and were confident you would find it again (such as packing the token away by mistake before moving). If Paused, you cannot then just use the SW app instead. It would register but it too would be paused.

PS: While posting this, I finally got a reply to my email support request. Ironically, the response was "Unfortunately the SQUARE ENIX Support Center cannot assist with this issue via email. In order to further assist you, we will need you to contact us via phone or chat, and the SQUARE ENIX Support Center will be happy to assist you."