Software Token Problem

Hello everyone. So after doing a dungeon this night I logged out to eat dinner. Then after dinner as I tried to log into the game and used my software app for the one time password it suddenly reset and is asking me for my registration info.

The Registration info is in our Account Management which I cannot access because the one time password software is no longer giving me the OTP to enter it in the first place.

After a while I thought I got lucky when I found my emergency removal code on one of my old file folders in my PC. Unfortunately when I tried to use it, the website said it is the wrong code/pw etc.

Can anyone help me? anyone else experienced this

I already posted a copy of this on technical forum as well but decided to post one here as well in case someone has experienced this already in the past. Thank

edit: Maybe the removal code is not working because it might be from my physical token from back in the day and not for the one on my mobile. Not sure since it has been so long lol. I have been using the software as far as I can remember altho I did have a security token with the 1.0 box I got waaay back.

Contact support

Did you change/update your clock on your computer/console, or on your phone if you're using the OTP app?
That can make it so the OTP being given to you is out of synch with SQEX systems.

Yea I put one on technical forum as well. But wanted to put this here in case someone has experienced this and has an insight. The customer support service website of this game is not the most user friendly as well lol.

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Originally Posted by ItMe

Did you change/update your clock on your computer/console, or on your phone if you're using the OTP app?
That can make it so the OTP being given to you is out of synch with SQEX systems.

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It is not a sync problem. It sort of unregistered the software. When I open the app it requests that I enter the registration info and code to link the phone to my ffxiv account again. The problem is that the registration code is in our account center which will need my OTP to enter. So since it won't give an OTP I cannot enter my account for the registration code that it is asking for. It is really weird.

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Originally Posted by Garet

It is not a sync problem. It sort of unregistered the software. When I open the app it requests that I enter the registration info and code to link the phone to my ffxiv account again. The problem is that the registration code is in our account center which will need my OTP to enter. So since it won't give an OTP I cannot enter my account for the registration code that it is asking for. It is really weird.

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Aw crap. I misunderstood.
No, I can't help you there : (

Did you copy the emergency removal password from your square enix account and save it somewhere?

When you register the one-time token (software or physical), it gives you an emergency removal password on your square enix account that lets you bypass the OTP once and foricbly deactivates it if used. If you don't have the emergency removal password, there's nothing that can be done besides contact support.

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Originally Posted by MariaArvana

Did you copy the emergency removal password from your square enix account and save it somewhere?

When you register the one-time token (software or physical), it gives you an emergency removal password on your square enix account that lets you bypass the OTP once and foricbly deactivates it if used. If you don't have the emergency removal password, there's nothing that can be done besides contact support.

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Yea. I found my old file on it but it does not work. Not sure why or maybe i used a physical token before and the code was for that one. I have tried contacting support. The call option does not seem available as I cannot seem to find any international phone numbers we can call. I did try the "by mail" and got a support reference number but do not know how long they would reply.

Sigh was really enjoying finishing stormblood quests so can move to ShB soon.

Quote:

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Originally Posted by Garet

Yea I put one on technical forum as well. But wanted to put this here in case someone has experienced this and has an insight. The customer support service website of this game is not the most user friendly as well lol.

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The tech forum is for game client issues. This is an account problem. You have to contact actual SE support.

And it's the weekend, support is off

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Originally Posted by Valkyrie_Lenneth

The tech forum is for game client issues. This is an account problem. You have to contact actual SE support.

And it's the weekend, support is off

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I see thanks. Guess I will just wait till monday then.

Quote:

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Originally Posted by Garet

Yea. I found my old file on it but it does not work. Not sure why or maybe i used a physical token before and the code was for that one. I have tried contacting support. The call option does not seem available as I cannot seem to find any international phone numbers we can call. I did try the "by mail" and got a support reference number but do not know how long they would reply.

Sigh was really enjoying finishing stormblood quests so can move to ShB soon.

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Were you using it on the normal log-in or the specialized software token removal page?

https://support.na.square-enix.com/f...la=1&kid=12832

If you scroll down into the software token half and go to the bit about being unable to log in, it'll give you a link to a special page where you have to input the password along with your normal account info and it'll email you a link to disable your OTP. If that was the page you were using and it was incorrect/old one then yeah, you'll just have to wait for support to start up on Monday.

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Originally Posted by MariaArvana

Were you using it on the normal log-in or the specialized software token removal page?

https://support.na.square-enix.com/f...la=1&kid=12832

If you scroll down into the software token half and go to the bit about being unable to log in, it'll give you a link to a special page where you have to input the password along with your normal account info and it'll email you a link to disable your OTP. If that was the page you were using and it was incorrect/old one then yeah, you'll just have to wait for support to start up on Monday.

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Thanks. Yes that was the link I used and the removal code I used does not work so I need to wait till monday. It's ok. Guess been playing too much anyway haha. Maybe 1-2 days rest from game is not that bad :)

It just sux that the system is making me re-register my software suddenly but their account page is still asking for my OTP. Logic would dictate that if their software somehow unregistered on its own that my account should no longer need an OTP to get into. Now it is asking for registration code in a place that it would not provide the otp for us to access said registration code lol

Contact Support

Quote:

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Originally Posted by Garet

Thanks. Yes that was the link I used and the removal code I used does not work so I need to wait till monday. It's ok. Guess been playing too much anyway haha. Maybe 1-2 days rest from game is not that bad :)

It just sux that the system is making me re-register my software suddenly but their account page is still asking for my OTP. Logic would dictate that if their software somehow unregistered on its own that my account should no longer need an OTP to get into. Now it is asking for registration code in a place that it would not provide the otp for us to access said registration code lol

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Because if all you had to do to bypass someone's account security was delete the app off their phone, that'd be terrible account security.

Hence the emergency removal password.

Or, you can bypass issues with the app version by using the physical token. I've been using one since 2010. Never had issues with it

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Originally Posted by Valkyrie_Lenneth

Because if all you had to do to bypass someone's account security was delete the app off their phone, that'd be terrible account security.

Hence the emergency removal password.

Or, you can bypass issues with the app version by using the physical token. I've been using one since 2010. Never had issues with it

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This is the first time this has happened to me. Even when I stopped playing after HW and then returned to this game last month the software token continued to work throughout those years. Just bad timing it had to break down during holidays i guess haha

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Originally Posted by Garet

I see thanks. Guess I will just wait till monday then.

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Well, Easter Monday and all that.

However, please look at this post (updated 2 weeks ago): https://forum.square-enix.com/ffxiv/...80#post5520780

Chat will be online and limited in time to a 6 hour window that could be in the middle of your night.

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Originally Posted by Shibi

Well, Easter Monday and all that.

However, please look at this post (updated 2 weeks ago): https://forum.square-enix.com/ffxiv/...80#post5520780

Chat will be online and limited in time to a 6 hour window that could be in the middle of your night.

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awesome thanks. i will try to catch this. This is EU support team. Is it ok even if my account is NA? I live in Asia but I registered my account as NA since the game does not allow it to be registered on my Asia Address.

you'll be restricted to what region you got your game in. that is what is being supported.

Ok. SE Support finally replied and helped me resolve my problem. Finally got to adventure in Eorzea again. Thanks all.