My buddy is having login issues. First when he logs in he's saying his password is wrong. He then attempts to go and change his password but after typing it in he gets the following error message under one time password when he uses his authenticator:

Passwords composed of only alphabetic characters, only numbers, or only symbols cannot be used. Passwords including the same three characters in a row cannot be used.

Since all that the one-time passwords can be are numeric this does not make sense. As I believe it to be, if he deactivates his authenticator he cannot reactivate it. Since he got it with the collector's edition of FFXIV I don't think he wants to do that. Is there another way to get his account working if he calls or disabling it the only way he can do it? Is this a known issue?