An issue with my onetime password. ( please help )

[Stroke110]

Dear all

The one time password was working fine, but when I went to play final like 2 weeks ago one time password didn’t work, tried it again but still the same.

I went and visited this link: - https://support.eu.square-enix.com/c...p?id=5383&la=2, to fix the issue, waited for 2 hours just to speak to someone and in the end, this service only for American service only and I have EU account.

In the end,
I’m stuck for 2 weeks I don’t know what to do, customer service never helped me or showed me what to do, and I’m really disappointed for the bad service that final offers.
I’m a person, who works in customer service, and I know how to serve a customer, and

Ignoring this request means that customer has no value at all. Waiting for positive respond

Ticket Number 1: 4763846

Ticket Number 2: 4777762

Ticket Number 3: 4782758

Ticket Number 4: 4782977

Ticket Number 5: 4795879

Email :- khambooshalshamsi@hotmail.com

Account ID:- Khamboosh

Regards,

[dejixal]

You will need to be a bit more specific. Is it the one-time password generator that doesn't work, or is it the password generated that doesn't work? You can always remove the one-time password using the emergency removal password in the following url: https://secure.square-enix.com/accou...vc/coercioncan

[Stroke110]

First of all,
I want to thank you for the fast respond
I'm using the one time password APP, and the number that it shows to me is wrong all the time.
Tried to resynchronize in the settings menu still not working, and emergency removal password, I lost it.

Is there any other way ??

[ElHeggunte]

Usually when the one-time password stops working it's because your token or app is out of sync with the server. There isn't anything you can do about the physical token besides getting a new one (the batteries may be dying and you can't replace them), but the smartphone app can be resyncronized in the settings menu. In the mean time you can always do what dejixal suggested and simply remove the token from your account until you can find a solution.

Also, next time try being a little more specific, it makes it easier to provide help. It's not fun having to guess at the solution to someone's problem because they're being vague. If you work in customer service you should know better!

[ElHeggunte]

The only guaranteed way without your emergency removal password is to have SE remove or reset it so far as I'm aware. SE, this is why gating the fix for a broken token behind a webpage that requires the token is silly. Especially when your customer service doesn't even work nights or weekends, the times at which most people play and might encounter this problem.

Anyway, the only other thing I can suggest besides waiting for SE is to make sure your phone's clock is correct before performing another app sync. This happened to an FC member once because he had been manually adjusting his phone's clock and it put him out of sync with the server.

[worldofneil]

SE, this is why gating the fix for a broken token behind a webpage that requires the token is silly.

It's not. If you have the Emergency Removal Password you can remove it without needing the token, if you don't/didn't write it down/lost it/whatever then you need to contact them. I'm sure it is a royal pain to have to contact them, but if they allowed another way to automate removing it without using the ERP etc it would defeat the point of even having the ERP (and potentially accounts could be broken into easier?)