Changed smart phones, lost security token.

[Azrael_Ajora]

Good morning, I am writing this with the high hopes that someone with the proper amount of authority can help me to resolve an issue that my fiancee and I are currently experiencing. Yesterday, my fiancee bought a new smart phone. She wasn't aware that she needed to get an emergency removal passcode for her account, and she also wasn't aware that she needed to remove the existing one time password security token from her account before swapping phones and redownloading the security token app.

In any case, I have gone through the proper protocols in order to resolve this issue by filling out customer support tickets. I have even tried calling two different phone numbers and contacting customer support via chat, however, it appears that customer support is only available Monday through Friday, which seems kind of unreasonable to me since there is such a large and demanding player base on this game.

This is the only other route that I could think of to get someones attention over the course of the day today since nothing else that I try is working at all. Please PM me or post a response to this if you are a moderator or someone that could help in any way with regards to this important matter. Thanks in advance!

[RavenL]

The only way to fix it is to call support. Also there was a section telling you to write down your emergency removal code when you added it for cases like this.

[Mikedizzy]

Yeah...I really hope you can find someone on the weekend to help you so you can play. It really strongly called out to write down that emergency password so this does not happen and I have that written down and saved in so many locations just in case something ever happen to my phone. I wish you luck and that really sucks.