Sorry if already doing this, but just in case, is he actually putting the emergency removal password into the special form and not trying to just use it in place of the token's number?

The form for doing this is at: https://secure.square-enix.com/accou...vc/coercioncan

Against I apologise if he was already doing that, but figured best check just in case.

Sadly though if that isn't working then ther is nothing he can do except get hold of them like he's tried to as they don't do support over these forums. Sorry.