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  1. #1
    Player
    Naraku_Diabolos's Avatar
    Join Date
    Jun 2012
    Location
    Gridania
    Posts
    1,253
    Character
    Hayley Westenra
    World
    Excalibur
    Main Class
    Ninja Lv 100

    Can't access SE account without my security token app.

    As the title states, I think there should be an option for logging into your own player account without the need of the security token IN CASE you lost the token or accidentally erased the token software on your smartphone!

    That is what has happened to me right now. I accidentally erased the Security Token app from my iPhone when cleaning out apps (via iTunes) by selecting the Security Token software instead of my Libra Eorzea (I don't have my glasses on so I didn't see it right away when I clicked!).

    So now I am locked out of my Square-Enix account because my token software needs to be registered, and I can't access my Square-Enix account because it requires the one-time password. Can't get the one-time password without accessing the token software, but you can't access the token software without accessing your account. So it's one vicious and STUPID cycle that needs to be fixed! I already put in 2 support tickets, but it's 9:50 PM where I'm at and I don't think I will be helped until tomorrow or Friday >_<
    (0)

  2. #2
    Player
    M0xie's Avatar
    Join Date
    Aug 2013
    Location
    Gridania
    Posts
    261
    Character
    Moxie Moonlight
    World
    Leviathan
    Main Class
    White Mage Lv 90
    Oops. Hopefully you have a screenshot of your emergency code or something.
    (1)

  3. #3
    Player
    Naraku_Diabolos's Avatar
    Join Date
    Jun 2012
    Location
    Gridania
    Posts
    1,253
    Character
    Hayley Westenra
    World
    Excalibur
    Main Class
    Ninja Lv 100
    Quote Originally Posted by M0xie View Post
    Oops. Hopefully you have a screenshot of your emergency code or something.
    I didn't get the chance to copy/paste my new code I got last night Hopefully they can access my account and tell me it through support. I can't call them right now because their offices are not open. I could try tomorrow on my lunch break.

    The only bad thing is that the support team did not help me before when my A Realm Reborn OST I purchased from the Square-Enix Store came in but the Wind-up Bahamut code was used, and they never did anything about it. In fact, they never contacted me back about it!
    (0)

  4. #4
    Player
    SythSynner's Avatar
    Join Date
    Aug 2013
    Posts
    84
    Character
    Sippie Cup
    World
    Tonberry
    Main Class
    Black Mage Lv 61
    Just going to have to put a support ticket up and wait for a reply. I don't think much can be done besides that. You can try calling them, might be faster. Best of luck tho.
    (0)

  5. #5
    Player

    Join Date
    Aug 2013
    Posts
    133
    This is why the most important thing to do immediately after registering the security token is to log into your square Enix account and get the emergency removal code, in case something like this happens.
    (1)

  6. #6
    Player

    Join Date
    Aug 2013
    Posts
    133
    Yeah seems like your only option now is to call them, hope you get this resolved soon.
    (0)

  7. #7
    Player
    Ooshima's Avatar
    Join Date
    Nov 2013
    Location
    Gridania
    Posts
    1,925
    Character
    Rui Ooshima
    World
    Tonberry
    Main Class
    Bard Lv 90
    Support team is your only way to go. IDK about your OST matter, but for security token issue they are pretty damn fast since it is straight forward. My physical token ran out of batt before, I just filed a ticket, opened a live chat, they ask you some security questions to validate your identity and they will remove the token requirement for you.
    (0)

  8. #8
    Player
    Naraku_Diabolos's Avatar
    Join Date
    Jun 2012
    Location
    Gridania
    Posts
    1,253
    Character
    Hayley Westenra
    World
    Excalibur
    Main Class
    Ninja Lv 100
    Quote Originally Posted by Ooshima View Post
    Support team is your only way to go. IDK about your OST matter, but for security token issue they are pretty damn fast since it is straight forward. My physical token ran out of batt before, I just filed a ticket, opened a live chat, they ask you some security questions to validate your identity and they will remove the token requirement for you.
    I guess I'll have to come home on my lunch break and do that.
    (0)

  9. #9
    Player Kaze3434's Avatar
    Join Date
    Mar 2014
    Location
    Old Grid
    Posts
    1,016
    Character
    Rumina Asou
    World
    Cactuar
    Main Class
    Archer Lv 70
    (1)

  10. #10
    Player
    Naraku_Diabolos's Avatar
    Join Date
    Jun 2012
    Location
    Gridania
    Posts
    1,253
    Character
    Hayley Westenra
    World
    Excalibur
    Main Class
    Ninja Lv 100
    I got everything resolved this morning thanks to everyone's help given to me on this thread. I have to admit, SE support is REALLY good. They were able to help me right away and I was done under 5 minutes on the phone. This time I made sure I saved everything (took a screenshot of the emergency removal password or whatever) and got to it. One thing I really do wish is that the app COULD BE updated so that when you do remove the app by accident from your smartphone, you can just input your SE ID, password, DOB, and Secret Question to re-access everything right away in case you are not near a computer or don't know the support hotline.

    So my overall experience with the SE Customer Support is 10/10, excellent!
    (0)