Account + Token issue

[Rick00]

So my brother had the brilliant idea to install a new rom on his phone and his token app got deleted, can't access account by any means.
He have been trying to contact support via chat (we don't live in us so we can't call), he queued two times(2 hours each queue) and in each time when he's about to get the support a message saying "No agents are available, try again" appears, soo wtf

[Fleur]

I have a similar problem, and SE's support is pretty darn awful so far. My physical security token stopped working and email support told me to use chat or call, and I got the same "no agents are available" message after waiting 2 hours, like your brother did. I did some searching and it seems that this sometimes happens, but not always, so I am going to keep trying. It is very discouraging though and should not happen at all! Combined with the login issues we had the first week, I am starting to think that queues are a really difficult thing for SE.

I believe there is some sort of emergency password for removing the phone token app, though it sounds like your brother doesn't have one? It could be handy for if there is a next time, though.

[Rick00]

I believe there is some sort of emergency password for removing the phone token app, though it sounds like your brother doesn't have one? It could be handy for if there is a next time, though.

Yeah, but you see, to remove the token from your account you need to login, and to login you need the token, so, very good security measure but very shitty way to handle it that they have

[Gonzothegreat198]

Yeah, but you see, to remove the token from your account you need to login, and to login you need the token, so, very good security measure but very shitty way to handle it that they have

Actually if you had written down the emergency password you would be able to login with that emergency password and then be able to reattach the token. Only other way to do it is to stay on the line with phone support.

[Rick00]

yeah I know, but it wasn't me as I said.

What i'm trying to say is that waiting 2 hours for a "try again" message is really not good support, but well, after 10 hours he finally got a support to answer

[RyuPower]

did you see this

when the token was setup you shoud have been give a emergency password that you should have wrote down

use that to remove the token

[Philotreu]

Greetings Rick00,

It appears that this issue has been resolved; as such I'm going to close this thread. If this does continue to be a concern, please create another thread to further try to discuss resolutions or contact the Support Center at support.na.square-enix.com for assistance.

Good Luck!