One-Time Password & Software Token Removal Stupidity

So I lost my phone the other day, along with it my software token. I had hoped that to regain my token, it would be a simple process. Boy was I wrong. I know it is partially my fault for not copying down the emergency removal password from INSIDE my account which I need to remove the software token.

But is it just me or is this more than stupid? You need a 20+ digit removal key located inside your account with no other way to retrieve it once you are locked out to regain access to your account...I have used Blizzard's Iphone Authenticator before and the removal/reinstall process was pretty simple. Square you should really learn from them.

So as of now, I'm pretty much stuck; emailed Square regarding this last night and seeing how long it takes for a response, I am probably not going to be playing for a week at least..

It is hard to imagine a company of this caliber has customer service on par with that of a F2P small scale mmo...

I know nobody can help me but I just want to complain that I cant play, partially because of my own stupidity and also SE's. =[

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Originally Posted by r3dr0cket

It is hard to imagine a company of this caliber has customer service on par with that of a F2P small scale mmo...

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Kidding me, I got faster responses and a solutions from an F2P MMO company than I've ever gotten from Square - and I'd consider myself a Squaresoft fanboy.

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Originally Posted by Railven

Kidding me, I got faster responses and a solutions from an F2P MMO company than I've ever gotten from Square - and I'd consider myself a Squaresoft fanboy.

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You know, I remember once upon a time when I had to ring up the Silkroad Online company. That game's support was attrocious. But at least it was there. They weren't interested in me, nor my problem. They just wanted to get rid of me - and it so happened that the easiest way to do so was by helping me with the problem. That was their vested interest in the scenario.

Razer. The gaming hardware joint. Them. After having to stay up to obscene times (Australian timezone here, Canadian/USA East there woo) and dealing with waiting queues in excess of an hour and a half each time (On Skype!), they suggested the same things over and over for two weeks before someone finally got the idea to just let me send it back to them. It had to arrive there within three weeks of the ticket's date - sending it by normal post would have had it there in around five to seven weeks. I had to send it express, at my own cost, for $150, or else when it got there, they'd just end up returning it without even taking a look at the thing (Which I know for a fact they didn't anyway).

That's not the end of it. When I get the keyboard back some three months later, it's with a rather polite letter that pretty much amounted to, "What are you on about? There's nothing wrong with this keyboard, so shut up.". Mind you, the same problem persisted - until I opened the damn thing up and fixed the electric fault for myself, took a photo of exactly what the problem was, sent them a letter explaining exactly where they'd screwed up, and demanded all the money I'd paid - price of the keyboard and all - back as I had to take liability my into my own hands to produce a functional product that they should have fixed if they'd done their jobs at all, plus my time and effort spent during all of the calls. I recieved around $1100 in compensation, after backing it up with a court summons to their unkind reply. You really don't want to screw up that badly with a Law student.

Square's support may be bad, but they aren't that bad at least!

People complaining about poor support should probably be blaming all the crap that are currently being flooded with. You know they are being flooded with the same questions over and over when the answers have been given.

i think in this case at least my issue is unique... :D

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Originally Posted by Karishin

People complaining about poor support should probably be blaming all the crap that are currently being flooded with. You know they are being flooded with the same questions over and over when the answers have been given.

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I surely doubt that many people are having the issue like OP.
I really do...
Your best bet OP, is to contact them via chat. You may or may not get any response quicker but it is worth a shot.

Although your situation sucks. You put the sec token on your account to protect it and its doing just that. Having an easy way of by passing it would make it pointless to have. Though i do feel bad cust service is being bombarded with tickets right now usually you probaly wouldnt have to much trouble getting it removed

I know it is no consolation, but I'm able to access my own account with my token and still can't find the removal password on the site in case I need to remove it someday.

They really make things difficult, even for people who have the token in hand.

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Originally Posted by Kusumura

Razer. The gaming hardware joint. Them. After having to stay up to obscene times (Australian timezone here, Canadian/USA East there woo) and dealing with waiting queues in excess of an hour and a half each time (On Skype!), they suggested the same things over and over for two weeks before someone finally got the idea to just let me send it back to them. It had to arrive there within three weeks of the ticket's date - sending it by normal post would have had it there in around five to seven weeks. I had to send it express, at my own cost, for $150, or else when it got there, they'd just end up returning it without even taking a look at the thing (Which I know for a fact they didn't anyway).

That's not the end of it. When I get the keyboard back some three months later, it's with a rather polite letter that pretty much amounted to, "What are you on about? There's nothing wrong with this keyboard, so shut up.". Mind you, the same problem persisted - until I opened the damn thing up and fixed the electric fault for myself, took a photo of exactly what the problem was, sent them a letter explaining exactly where they'd screwed up, and demanded all the money I'd paid - price of the keyboard and all - back as I had to take liability my into my own hands to produce a functional product that they should have fixed if they'd done their jobs at all, plus my time and effort spent during all of the calls. I recieved around $1100 in compensation, after backing it up with a court summons to their unkind reply. You really don't want to screw up that badly with a Law student.

Square's support may be bad, but they aren't that bad at least!

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Awesome Story! they make SE look like University Student welfare agents at the University I went too. (the joke being in my university, the Doctor, Nurse, Psychologist, Chaplain, Residents officer, woman's rights officer, erasmus officer, LGBTQ officer, people with ginger hair officer, don't run with scissors officer etc etc, they were almost tripping over themselves to help you, they'd nearly contact you out of the blue just to ask you if you were fine)

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Originally Posted by r3dr0cket

i think in this case at least my issue is unique... :D

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That's the worst thing! That means it's not a common problem so they'll probably get around to addressing it once they sort of all the problems effecting large groups, then medium sized groups, then small groups, then dozens of players, then finally unique cases!!
There's safety in number with my issues; I did something wrongs loads of other people did. I have an army of people actively seeking help, where as you are an insignificant one... / sounds noises of impending doom



hey, there's an emote they should add.

Also, thanks for the post, I;m not taking any chances, I an notoriously forgetful and my Token is currently on my key ring.
I have thus far in my life lost 5 wallets, 4 phones, 2 sets of keys, all the scarves and or gloves I ever owned (I don't bother anymore) and i once bought an umbrella that I was the proud of for, I kid you not, 1 hour.

removal is somewhere under the security tab. however, removing a physical token will make it permanently unusable again. There's an FAQ somewhere explaining the exact removal procedure but I can't find it now.

Still doesn't help if you can't even log in though :/ I hope there's an easy way to remove it if you have the numbers from it, but I haven't checked.

My advice to the OP: Take a picture of some photo ID and attach it to an email with your details; Name, Account Name, what you'd like ("Please remove the security key on my Account") to be done.

I ran into the exact same problem with Star Wars: The Old Republic, and they had me do exactly what I've just said. Had it handled and taken care of inside of two days.

You know I bought the Dig CE and says comes with this .. I keep reading things like this and ..have not tried to use it. My thinking is I will goof it up and lock myself out.