Software Token Problem

[Garet]

Hello everyone. So after doing a dungeon this night I logged out to eat dinner. Then after dinner as I tried to log into the game and used my software app for the one time password it suddenly reset and is asking me for my registration info.

The Registration info is in our Account Management which I cannot access because the one time password software is no longer giving me the OTP to enter it in the first place.

After a while I thought I got lucky when I found my emergency removal code on one of my old file folders in my PC. Unfortunately when I tried to use it, the website said it is the wrong code/pw etc.

Can anyone help me? anyone else experienced this

I already posted a copy of this on technical forum as well but decided to post one here as well in case someone has experienced this already in the past. Thank

edit: Maybe the removal code is not working because it might be from my physical token from back in the day and not for the one on my mobile. Not sure since it has been so long lol. I have been using the software as far as I can remember altho I did have a security token with the 1.0 box I got waaay back.

[Valkyrie_Lenneth]

Contact support

[ItMe]

Did you change/update your clock on your computer/console, or on your phone if you're using the OTP app?
That can make it so the OTP being given to you is out of synch with SQEX systems.

[Garet]

Yea I put one on technical forum as well. But wanted to put this here in case someone has experienced this and has an insight. The customer support service website of this game is not the most user friendly as well lol.

[Garet]

Did you change/update your clock on your computer/console, or on your phone if you're using the OTP app?
That can make it so the OTP being given to you is out of synch with SQEX systems.

It is not a sync problem. It sort of unregistered the software. When I open the app it requests that I enter the registration info and code to link the phone to my ffxiv account again. The problem is that the registration code is in our account center which will need my OTP to enter. So since it won't give an OTP I cannot enter my account for the registration code that it is asking for. It is really weird.

[ItMe]

It is not a sync problem. It sort of unregistered the software. When I open the app it requests that I enter the registration info and code to link the phone to my ffxiv account again. The problem is that the registration code is in our account center which will need my OTP to enter. So since it won't give an OTP I cannot enter my account for the registration code that it is asking for. It is really weird.

Aw crap. I misunderstood.
No, I can't help you there : (

[MariaArvana]

Did you copy the emergency removal password from your square enix account and save it somewhere?

When you register the one-time token (software or physical), it gives you an emergency removal password on your square enix account that lets you bypass the OTP once and foricbly deactivates it if used. If you don't have the emergency removal password, there's nothing that can be done besides contact support.

[Garet]

Did you copy the emergency removal password from your square enix account and save it somewhere?

When you register the one-time token (software or physical), it gives you an emergency removal password on your square enix account that lets you bypass the OTP once and foricbly deactivates it if used. If you don't have the emergency removal password, there's nothing that can be done besides contact support.

Yea. I found my old file on it but it does not work. Not sure why or maybe i used a physical token before and the code was for that one. I have tried contacting support. The call option does not seem available as I cannot seem to find any international phone numbers we can call. I did try the "by mail" and got a support reference number but do not know how long they would reply.

Sigh was really enjoying finishing stormblood quests so can move to ShB soon.

[Valkyrie_Lenneth]

Yea I put one on technical forum as well. But wanted to put this here in case someone has experienced this and has an insight. The customer support service website of this game is not the most user friendly as well lol.

The tech forum is for game client issues. This is an account problem. You have to contact actual SE support.

And it's the weekend, support is off

[Garet]

The tech forum is for game client issues. This is an account problem. You have to contact actual SE support.

And it's the weekend, support is off

I see thanks. Guess I will just wait till monday then.