Help with software token

[Hatiro]

Hello.

I'm writing this on behalf of a friend.

This friend of mine had the software token installed at his phone. He had some issues with his phone that led to a wipe of all his apps.
However, he had the emergency removal password written on a notepad and unfortunately, this code isn't working.

He tried to get support through both ticket and chat. Chat is offline, even though he tries it at business hour on both PDT/PST. And ticket gives him a reply telling him to try the chat.


What can be done?
His username is KayinHellscythe