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]

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 : (

[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.

[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.

[Shibi]

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

Well, Easter Monday and all that.

However, please look at this post (updated 2 weeks ago): https://forum.square-enix.com/ffxiv/...80#post5520780

Chat will be online and limited in time to a 6 hour window that could be in the middle of your night.

[Garet]

Well, Easter Monday and all that.

However, please look at this post (updated 2 weeks ago): https://forum.square-enix.com/ffxiv/...80#post5520780

Chat will be online and limited in time to a 6 hour window that could be in the middle of your night.

awesome thanks. i will try to catch this. This is EU support team. Is it ok even if my account is NA? I live in Asia but I registered my account as NA since the game does not allow it to be registered on my Asia Address.