So here is what happened. I just hung up with them because I got a response through the Chat Service. Seems like everything is fixed now. Here is how it went:


Agent Daniel C: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Daniel C: While I look over your ticket information, may I have your first name please?
You:
Agent Daniel C: Hello
Agent Daniel C: You are having an issue with your token is that correct?
You: yes
Agent Daniel C: For security reasons, we are unable to address your account issues without first verifying your identification. Please provide us with as much of the following information that you can:Name
Date of Birth
Email
Address (Including City/State/Zip code)

You:
You:
You:
You:
Agent Daniel C: Thank you, that verifies the account.
Agent Daniel C: Would you like me to completely remove this token for you so you can add a new one?
You: Yes please. I probably wont add a Software Token. I think I will just buy the Security Token
Agent Daniel C: Okay one moment please.
Agent Daniel C: Okay it is done, are there any other issues I can assist you with?
You: Nope that is it. Thank you very much :-)
Agent Daniel C: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Daniel C has disconnected.