software token unlinking its self

[RubyCirha]

so my friend had his software token on his phone and it unlynked its self from his account is this posable or how can he remedy this he tryed his removal password but it said it was incorrect any info on this would be grate

[worldofneil]

Unfortunately the token on the phone can get wiped if the phone does a software update and/or if the cache on the phone is cleared (not usual for most people though).

Just to confirm though, is he actually trying to login with the emergency password? It's not actually a password, it needs to go in the special token removal page to remove the token from the account:

https://secure.square-enix.com/accou...vc/coercioncan

Unfortunately if he is trying that URL and it doesn't work he needs to contact SE via phone, email or webchat (phone/webchat is considerably faster than email), but unfortunately they don't operate over the weekend

[Drako]

Ya my wife also got hit by this. She was logging in fine last night, but this morning we were logging in before the expert reset to get the bonus, and when opening token it wants the username, date of birth and registration password. This sucks, because she also didn't seem to note her emergency removal code. So now we wait until tomorrow for support, while also missing out on a 2 experts total. >_> Lesson of the day, record your emergency removal code somewhere kids.