Security Token: Where can you find the emergency removal password?

Where can you find the emergency removal password on your SE account website?

I found two answers already, none of them helped because there is nothing there? How is it supposed to look like?


"You can check your Emergency Removal Password by logging into the Square Enix Account Management System after registering a Software Token to your Square Enix account." (SE FAQ)

"The Emergency Removal Password will be displayed in the starting page of the Square Enix Account Management System after you log in." (from this forum)

*edit*
An answer to this issue can be found on page 2: There is no emergency password for the hardware security token.

It's literally on the page that loads when you log into your Square Enix account (NOT Square Enix MEMBERS !)

Here: https://secure.square-enix.com/accou...n?cont=account

Log in, and then it's right on top.

Thanks for the quick answer.

That is the Website I used. It does not display for me.

If you have a Token registered, the site should look like this:
https://dl.dropboxusercontent.com/u/...905/Image2.jpg

(This is the German version, but the layout should be the same)

The line in red (blurred for obvious reasons) is the removal password. If you don't have this, you might not have a token registered.

Thank you very much, this helps a lot!

My Token is registered and this is how my Website looks like:

http://imageshack.us/photo/my-images/16/bxhp.png/http://imageshack.us/photo/my-images/16/bxhp.png/http://imageshack.us/photo/my-images/16/bxhp.png/

I'm contacting support now.

Quote:

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Originally Posted by Shini

Where can you find the emergency removal password on your SE account website?

I found two answers already, none of them helped because there is nothing there? How is it supposed to look like?


"You can check your Emergency Removal Password by logging into the Square Enix Account Management System after registering a Software Token to your Square Enix account." (SE FAQ)

"The Emergency Removal Password will be displayed in the starting page of the Square Enix Account Management System after you log in." (from this forum)

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I originally got my security token back in 1.0 and I've never seen that option. It looks like I'm in the same boat.

Quote:

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Originally Posted by rubina

I originally got my security token back in 1.0 and I've never seen that option. It looks like I'm in the same boat.

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That might be part of the problem, I got mine this early too.

Waiting in the chat support queue atm. Gonna keep you up to date.

I just finished submitting a ticket with them.

I ordered my security token back when they first came out (2007? I don't even remember anymore) and yeah I don't have the emergency removal password option either.

Talking to an "SEE Agent" right now. Let's hope the password can be redeemed via e-mail.

This is actually the first time I've ever heard of an emergency removal password.

You know you forgot something in your screenshot :)

*SNIP AS ASKED REMOVED !




Just saying ZacDevon xD Using same name as in forum risky xD

Customer service agent enrage is what I got.

http://imageshack.us/scaled/large/7/di6r.jpg



My ticket did NOT say that my token is not working, it specified the problem of not having an emergency password. Before I could apologize the agent disconnected.

*edit* for clarification:
- The core message from the ticket said "my emergency removal password does not display" and included a screenshot (see page 1).
- I intended to ask if there is an emergency password option for the hardware token with "emergency option", maybe I phrased it a bit odd.

Wow... Just wow. That's bad. I too have been concerned about my token dying soon - guess it isn't a genuine issue, eh? So anyone who has a hardware token will need to actually phone their support - now that's going to suck as in cost me a goddamn fortune, I have always used live chat support, which won't be possible if and when my token stops working. Hmm...

Edit: actually, how would you be able to contact them through live chat and talk to that agent if your token had stopped working like he claimed you said? You wouldn't be able to log in to your SE account, so yeah, makes no sense. Unless there's another way of accessing live chat that I don't know about.

Quote:

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Originally Posted by Nura

You know you forgot something in your screenshot :)

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Whoopsies

Thanks. Now If I may ask you to remove your image and the sentence about what my mistake was, we can at least contain it :)

As for that representative, well, that was a bit rude.

Well, it looks like somebody should be fired.

Quote:

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Originally Posted by Shini

Customer service agent enrage is what I got.

http://imageshack.us/scaled/large/7/di6r.jpg


My ticket did NOT say that my token is not working, it specified the problem of not having an emergency password. Before I could apologize the agent disconnected.

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I work in chat as a supervisor for another company (telecommunication) and I can say this is one of the most horrid chats I've ever seen.
Clearly English is not the first language. Which is not an issue but if you are going to have International employees service English customers,
they should at least be competent in it. A few things should have taken place:

1. Clarify the issue and paraphrase.
2. Show empathy, understanding and that you are dedicated to doing all you can to resolve.
3. Define options as cancel and suspend seem to have the same result.
4. Show interpersonal skills and respect for the customer. Demanding that a customer answer a question, is not suggested. You should instead re-word to be sure they understand the question. If the agent had active listening, they would have noticed that you wished to cancel your request.
5. Agent rants are not for the customer or public to know. (Keep it at home, as I say) Each customer should feel as if their individual issue is special regardless of contact volumes.
6. You always ask if the customers needs anything else to prevent further contacts and even heavier volumes.
7. Customers end chats, not agents. Just in case any late or forgotten questions come to mind.

That said, WHAT IS GOING ON SE? You have a good product, great community team so customer service should be essential and simple.

I gave up on their support back in the FFXI days when I couldn't get back into my account after leaving the game for a few years. I lost my original box set and their Live Chat service refused to help because I didn't have my original credit card from 5 years earlier which I originally opened the account with.

Why the hell was she being rude for? Can we report representatives like that
They just make the company look awful. Happened to me once, they should NEVER close chat until you're finished and bid farewells...and I wasn't.
Highly unprofessional to say the least.

@ThusFarJay: Very important info.

I wish our conversation had followed the rules. Especially the first one since the agent didn't understand the problem, even though I clarified in the ticket "my emergency removal password does not display". Of course, I could have been more specific at the end when asking if there was an emergency password solution for the hardware token, but at that moment it was more important to clarify that my token is working. When he said that and immediately broke off the chat, I was really shocked.

Not having an emergency password - as described in the FAQ and shown by other players - is a genuine issue for a customer. Can't imagine how someone from a support chat can't see that.

However, there is a good outcome: The issue is clarified for others and me.

@rubina: wow, that really sucks.

If you get a survey don't be afraid to let them know what a crap CSR is there

Just report him. SE helped me so nicely with there support there where so patient and kind.

Do you guys recommending using a token? I use one on my android phone for Blizzard games because they where having issues. I think I saw the SE has an app on the android app store too. Has Square had issues that you would recommend using a token?

So the security token has no emergency password? Does anyone know what the battery life like in the security token? I'm not keeping this thing registered if it could die someday soon leaving me locked out.

I believe the website says the "software" security token can have an emergency password. This would lead me to think you can't have one for the physical one.