Just curious if anyone else has had their battery die in their 1.0 security token. Mine died yesterday morning, and I could not easily find a phone number on the support site. After digging around, I found a contact number and called in at 13:30PDT. I remained on hold after talking to someone briefly until the phone system booted me at 18:45PDT, I am guessing that is when support closed down for the night.
Anyone know how to get this issue resolved quickly? I just need to unlink the old token so that I can use the software token that I have installed on my smartphone. No idea why it is so hard to talk to a human regarding this game.
Security Token issue: dead battery.
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09-13-2013, 06:50 PMzenmetsuSecurity Token issue: dead battery.
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09-13-2013, 07:20 PMJessikia
There has been some talk about the emergency removal password being the serial number you registered the Security token with. I'm not sure whether this is right or not as there's been no confirmation afaik. I tried doing a search but I couldn't really find anything to answer my question, just that to contact support to have the token removed. I guess you could try the serial number to see but I'm not sure where you go to do an emergency password removal... Oh wait, I found the link here: https://secure.square-enix.com/accou...vc/coercioncan Not sure if it'll work but if it helps you get back into game quicker then it's worth a shot! :)
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09-13-2013, 07:23 PMzenmetsuThanks for the input. I will try that.Quote:
Originally Posted by Jessikia
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09-13-2013, 07:27 PMNin-Lil-izi
This is slightly off-topic, but related.
Do the physical tokens not have a user replaceable battery fitted?
Was considering buying one, but that seems too majorly important a feature to not have. -
09-13-2013, 07:50 PMShirai
The tokens do not have a user replacable battery fitted.
The tokens are synchronised with an authentication server to follow a certain sequence, once you take the battery out that sequence is reset. -
09-13-2013, 07:55 PMzenmetsu
The security token is not designed to be taken apart.
Inside the SQEX token is a CR2032 Lithium cell that is in a standard slide-in contact retainer. While these batteries are easy to find, the token cannot be opened without mangling it (or sawing it carefully to separate the two halves.
Even if you do manage to open the token, you CANNOT lose power to the device, so a simple battery swap will not work. I was careful enough to apply the necessary 3V across the contacts via a current limiting resistor as I removed the cell, verified that the token was still alive (responding to button presses) after removing the battery, and then I slipped in a new one. Alas, it was all for naught since the battery had already drained low enough to cause a reset of the device. This would be a viable solution if the battery health was known in advance, but there was no warning that the cell was nearing expiration.
I just got ahold of SE's EU support, but they told me that I had to contact NA support despite the fact that they use the exact same ticketing system and ticket numbers. Massive disappointment. I guess i have to try my luck with the NA line again in 5 hours. -
09-13-2013, 07:59 PMTanoose
Unfortunately there is no quick way around it. You need to call support and have the token removed from your account. I had a similar scenario when I lost my token. SE was very helpful.
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09-13-2013, 08:03 PMShirai
Yeah, my own token is about breathe its final breath as well but as I do not own any equipment to do the stuff you did I just decided to switch over to the 'droid app. ^^;
(Although I'm still unsure about having a security measure that is connected to the internet, but my only other option is to order a new token that takes I don't know how long to get to where I live. <.<; ) -
09-13-2013, 08:13 PMjimm0thy
Out of curiosity how long have you had the token? I'm planing on ordering one as I currently have a windows phone and the software app is not available for it.
I do have the same hardware device for WoW which has been working just fine for a little over 5yrs now -
09-13-2013, 08:23 PMShirai
I'm not sure when I got it exactly it was right after S-E released them because of the major FFXI account hijacks back in 2007/2008.
So I'd say roughly 5 years.
Main reason for me to "replace" it was because the button was becoming less responsive. -
09-13-2013, 10:05 PMomgitslos
I have a similiar issue where my phones app reset on me. I never had an emergency password. I didn't know I had to make one. I guess I should have read that tiny little text at the bottom of the screen....You'd think something so important would be bigger....
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09-13-2013, 10:37 PMRurushanHow exactly does the phone app manage to reset itself on you? Like an earlier poster, I've had an authenticator for WoW for at least 5 years now with (so far) no signs of it dying on me, so I don't know what sort of grief I have to go through to get it replaced. I have a smartphone now though and I was going to just get the authenticator app on it for this game, but I had assumed there wouldn't be any problems with it. Can anyone elaborate common issues the phone app may have?Quote:
Originally Posted by omgitslos
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09-13-2013, 10:51 PMTyrant006I can tell you that its true. My app reset itself and have to register again. But since I can't log in to my account to register again, I'm stuck. Reason why I can respond to you is because I'm still logged in lol. I already opened a ticket for this issue and now it's the waiting game.Quote:
Originally Posted by Rurushan
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09-13-2013, 11:46 PMIsaacKingsley
I'm just going to use the Software token rather then my CE physical :/
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09-14-2013, 12:56 AMomgitslos
I couldn't make a ticket, so hopefully I can just call CS and have them take care of it. :/
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09-14-2013, 01:05 AMworldofneilIt gives it to you in red text when you initially add a token (software or hardware), but you can retrieve it at any time by logging into:Quote:
Originally Posted by omgitslos
http://account.square-enix.com/
After logging in it's on the very first page, on the right hand side (in red). -
09-14-2013, 01:20 AMomgitslosQuote:
Originally Posted by worldofneil
I cannot log in, because I don't have my one time password... -
09-14-2013, 02:06 AMworldofneilAh did not know this, so yeh that's not a lot of help sorry. I've heard that if you can contact SE they can remove the token from your account (although getting hold of them right now seems to be rather tricky sadly). I think you might need your game serial numbers and/or the credit card number you have on file so they can confirm your identity. I'm not 100% sure though, that's just what I've heard other people say.Quote:
Originally Posted by omgitslos
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09-14-2013, 02:10 AMCrazyCanukk
i just ordered one of these keys.. now im wondering if i even want to set it up to use it if its this much trouble to get things fixed if it stops working or gets lost ...etc. At least In SWTOR i can login using my 3 security questions and remove the key myself.
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09-14-2013, 02:20 AMworldofneil
The hardware security tokens do actually have a "low battery" indicator on them, of course that's no guarantee about hardware failure itself (it's a pretty simple device though so that is probably rare).
As long as you have the emergency removal password though, you can remove it yourself, just need to make sure you have a note of it. I switched from using my original FFXI token (2009!) to the software one a while back as it was more convenient to have with me, but the battery in that one is still working! (or at least was working when I last pushed the button a month or two ago!) -
09-14-2013, 02:54 AMzenmetsuI have had my token since September 2010, the launch of 1.0. The lifetime depends upon how often you use the device as well.Quote:
Originally Posted by jimm0thy
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09-14-2013, 02:55 AMzenmetsuI was never prompted back in 1.0 to create an emergency removal password. I suspect that many others are in the same situation.Quote:
Originally Posted by worldofneil
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09-14-2013, 03:00 AMzenmetsuHardware token is more secure than the software one. If someone compromises your phone, they will likely know all of your email accounts and passwords. They can then request a password reset and use the software token to hijack your account. It is safer to have an authentication device that is not physically connected to the network. There would be not problem had the emergency removal password been set, however this option greatly reduces security since it is a simple bypass of the token.Quote:
Originally Posted by CrazyCanukk
If you set a removal password, make damned sure that you never use that password on other sites and that, if you have to record it anywhere, you do so offline. Don't go putting the password in your email or anything, write it down and put it with your game's user manual if you cannot remember it easily. -
09-14-2013, 03:49 AMworldofneilYes that true, sorry I forgot it wasn't on the original launch and they added that feature later. It just needs to be retrieved from the account screen if you don't know it already.Quote:
Originally Posted by zenmetsu
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09-14-2013, 04:14 AMAmigwyn
I was prompted to create an Emergency Removal Password. I thought, "This is great. I just have to enter the password and won't have to bother with support should I need to remove this in the future." I typed it in, confirmed it, wrote it down with my account password and moved on. Yesterday, after logging into the game a few times my software token decided it wanted to reset randomly. Of course I can't get it set up again without logging into my account, which I can't do without using the software, so I went to the Emergency Removal page on the website where it will NOT TAKE my Emergency Removal Password. I only use a combination of three different passwords for my gaming so when the first didn't work I tried the other two. Nothing. I went to support where I was prompted to email or chat with them. I tried both. Nothing worked. I was on hold yesterday for two hours - thankfully I had other things to do while I was on hold. I was on hold well after they closed without realizing it and without be booted out of the system. I decided to call again today because I still can't log in. Now I'm going on an hour listening to the same hold message, 5 rings, hold message, 5 rings, hold message, 5 rings over and over and over.
If this is indicative of the type of support available for this game and the very confusing labyrinth of FF/SE/Service Accounts, I'm not sure I'm willing to devote hundreds of hours of time and a few hundred dollars per year year for a game I may or may not get help in servicing. :mad: -
09-14-2013, 04:49 AMzenmetsu
Yes, their customer service is a JOKE. I tried phone yesterday and was placed on hold for over 5 hours and then disconnected. This morning I elected to try the chat option while calling their phone support number at the same time. The queue on the chat client ticked down slowly, and after 2.5 hours I was number one in queue.. Then I was given some bullshit message that no agents were available to assist me.
Still on the phone 3 hours later. -
09-14-2013, 04:53 AMzenmetsu
For the record, if you try the chat route, you will see something like "You are currently number 318 in the queue. You should be connected to an agent in about 37.19 decades. The average amount of time a customer has to wait is 7.57 centuries."
If you do not see the "You should be connected to an agent in about blahblahblah" just close the chat and try again. The other message, stating that they are trying to locate an agent, is an early indicator that your wait will be for nothing. Verified by others who have been through this crap. -
09-14-2013, 05:00 AMAmigwynThat happened to me yesterday. Then I went back into chat queue and walked away. 2 hours later (after an initial 2 hour wait only to see the "No available agents" message) I got to someone that said they couldn't help over chat for "security reasons". *sigh* Going on hour 2 on hold and it doesn't give you even a hint of where you are in queue or even if someone really will get to you. I've also put in an email for support but that has gone unanswered, too. Think I'll just wait for Spring 2014 for Elder Scrolls online. :(Quote:
Originally Posted by zenmetsu
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09-14-2013, 05:21 AMzenmetsuUnbelievable. I would have asked the agent to call me direct at that point.Quote:
Originally Posted by Amigwyn
For the record, I called SE's support number at 0900 PDT sharp. It is currently 1323 PDT and I am still on hold...
Ring... Ring... Ring... Ring... Ring... "All asians are currently assisting customers. We are amazed by your patience, and we will be assisting you in the order that your call was received... blah blah blahblah" -
09-14-2013, 05:29 AMAmigwynGood idea. Probably won't work but I'm sitting here on hold anyway - so going to hop back in chat and see what they say. I'm very seriously contemplating just dropping the account. THANKFULLY I didn't set up payment plans yet so when time runs out that's all there is.Quote:
Originally Posted by zenmetsu
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09-14-2013, 05:40 AMAmigwynCrazy! Do they just have ONE customer service person? If it takes an average of 10 mins on each call and had say 10 Customer Support (which I would think there would be more) that is 240 people over 4 hours time. I highly doubt there were 240 people on the phone AT 9AM PDT! I'm beginning to think there isn't anyone answering phones ...Quote:
Originally Posted by zenmetsu
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09-14-2013, 06:14 AMAmigwyn
VERY happy to report I finally did get through to them and got all fixed up. He was VERY nice and apologetic regarding hold times. He also did confirm (though I have no way to verify) that they are going to be getting additional staff to handle the volume. If anyone is in So Cal and looking for a customer service job, look up SE and put in that resume!! LOL
I got on the phone after you Zenmetsu so hopefully that means you're off the phone and playing the game. :) -
09-14-2013, 06:25 AMzenmetsu
No, I am still on the phone. I called on my second line and got ahold of someone in their warranty support and requested assistance and/or contact information for their legal department. I was told that they not only could not help me with my request, but that Square "didn't have a legal department", to which I responded that I would let my attorney find on her own.
The lulz never end with these guys. -
09-14-2013, 06:26 AMzenmetsuI suspect that I called in just a bit too early, despite it being 09:00:51 when I started my call. Maybe my call is stuck in limbo.Quote:
Originally Posted by Amigwyn
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09-14-2013, 06:49 AMzenmetsu
Just so everyone knows where their support efforts will land them...
https://lh4.googleusercontent.com/-J...sshattery1.png
Followed by...
https://lh5.googleusercontent.com/-c...sshattery2.png
I had 3 browsers up, one for Firefox, one for Chrome, one for IE... just to make sure it wasn't a browser compatibility issue. -
09-14-2013, 06:55 AMzenmetsu
To add insult to injury, after sitting on hold for 5+ hours, I get disconnected with a message that the support center is unavailable. You cannot get through at all now, the message states to call back during business hours despite it only being 14:55PDT.
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09-14-2013, 07:08 AMJessikia
I've logged onto SE account management and my emergency password is not where it's stated to be. The only thing there is the serial number that I used to register the device. I've heard that the emergency password is 20 characters long whereas the serial number is only 10? I think. Where exactly can I get the emergency password if it's not showing on my account page?
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09-14-2013, 07:13 AMzenmetsuWelcome to hell mate. The emergency password is an option if you use the software token, or if you registered the hardware token sometime after Q2 of 2011 or whenever they implemented that feature. Unfortunately, you cannot unlink your token unless you call SE, and you cannot call SE because they do not answer their phones. They closed their support line 3 hours early today, probably because they only have one person working and he wanted to go home early for the weekend to play the damned game.Quote:
Originally Posted by Jessikia
*edit* Their support line is back in service as of 15:12PDT -
09-14-2013, 07:26 AMJessikiaI only added the token when I got the CE edition of ARR and there was nothing at all about adding an emergency password. It just said that the token had been registered and I would need to use it everytime I log in. So, at the moment, I'm okay, but once my token dies on me then I'm going to have a big problem, only thing is I'm not sure I trust the software token enough to use it instead of the security token I got with CE...Quote:
Originally Posted by zenmetsu
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09-14-2013, 09:38 AMzenmetsu
Issue partially resolved. The token was disabled, so I do not need it when I log in.
The downside? I cannot remove the token completely from my account without the one time password. As a result, I cannot secure my account with a software token unless I play phone-tag again.
Note to future adventurers, don't bother with chat if you have a token related issue, they cannot help you. You have to call via the phone. Just a friendly bit of advice before you waste your time.
Also, if you plan on going to a software token, make sure you request that they remove the token completely so that you are able to register a software token.