Security Token issue: dead battery.

[zenmetsu]

Out of curiosity how long have you had the token? I'm planing on ordering one as I currently have a windows phone and the software app is not available for it.
I do have the same hardware device for WoW which has been working just fine for a little over 5yrs now

I have had my token since September 2010, the launch of 1.0. The lifetime depends upon how often you use the device as well.

[zenmetsu]

It gives it to you in red text when you initially add a token (software or hardware), but you can retrieve it at any time by logging into:

http://account.square-enix.com/

After logging in it's on the very first page, on the right hand side (in red).

I was never prompted back in 1.0 to create an emergency removal password. I suspect that many others are in the same situation.

[zenmetsu]

i just ordered one of these keys.. now im wondering if i even want to set it up to use it if its this much trouble to get things fixed if it stops working or gets lost ...etc. At least In SWTOR i can login using my 3 security questions and remove the key myself.

Hardware token is more secure than the software one. If someone compromises your phone, they will likely know all of your email accounts and passwords. They can then request a password reset and use the software token to hijack your account. It is safer to have an authentication device that is not physically connected to the network. There would be not problem had the emergency removal password been set, however this option greatly reduces security since it is a simple bypass of the token.

If you set a removal password, make damned sure that you never use that password on other sites and that, if you have to record it anywhere, you do so offline. Don't go putting the password in your email or anything, write it down and put it with your game's user manual if you cannot remember it easily.

[worldofneil]

I was never prompted back in 1.0 to create an emergency removal password. I suspect that many others are in the same situation.

Yes that true, sorry I forgot it wasn't on the original launch and they added that feature later. It just needs to be retrieved from the account screen if you don't know it already.

[Amigwyn]

I was prompted to create an Emergency Removal Password. I thought, "This is great. I just have to enter the password and won't have to bother with support should I need to remove this in the future." I typed it in, confirmed it, wrote it down with my account password and moved on. Yesterday, after logging into the game a few times my software token decided it wanted to reset randomly. Of course I can't get it set up again without logging into my account, which I can't do without using the software, so I went to the Emergency Removal page on the website where it will NOT TAKE my Emergency Removal Password. I only use a combination of three different passwords for my gaming so when the first didn't work I tried the other two. Nothing. I went to support where I was prompted to email or chat with them. I tried both. Nothing worked. I was on hold yesterday for two hours - thankfully I had other things to do while I was on hold. I was on hold well after they closed without realizing it and without be booted out of the system. I decided to call again today because I still can't log in. Now I'm going on an hour listening to the same hold message, 5 rings, hold message, 5 rings, hold message, 5 rings over and over and over.

If this is indicative of the type of support available for this game and the very confusing labyrinth of FF/SE/Service Accounts, I'm not sure I'm willing to devote hundreds of hours of time and a few hundred dollars per year year for a game I may or may not get help in servicing.

[zenmetsu]

Yes, their customer service is a JOKE. I tried phone yesterday and was placed on hold for over 5 hours and then disconnected. This morning I elected to try the chat option while calling their phone support number at the same time. The queue on the chat client ticked down slowly, and after 2.5 hours I was number one in queue.. Then I was given some bullshit message that no agents were available to assist me.

Still on the phone 3 hours later.

[zenmetsu]

For the record, if you try the chat route, you will see something like "You are currently number 318 in the queue. You should be connected to an agent in about 37.19 decades. The average amount of time a customer has to wait is 7.57 centuries."

If you do not see the "You should be connected to an agent in about blahblahblah" just close the chat and try again. The other message, stating that they are trying to locate an agent, is an early indicator that your wait will be for nothing. Verified by others who have been through this crap.

[Amigwyn]

Yes, their customer service is a JOKE. I tried phone yesterday and was placed on hold for over 5 hours and then disconnected. This morning I elected to try the chat option while calling their phone support number at the same time. The queue on the chat client ticked down slowly, and after 2.5 hours I was number one in queue.. Then I was given some bullshit message that no agents were available to assist me.

Still on the phone 3 hours later.

That happened to me yesterday. Then I went back into chat queue and walked away. 2 hours later (after an initial 2 hour wait only to see the "No available agents" message) I got to someone that said they couldn't help over chat for "security reasons". *sigh* Going on hour 2 on hold and it doesn't give you even a hint of where you are in queue or even if someone really will get to you. I've also put in an email for support but that has gone unanswered, too. Think I'll just wait for Spring 2014 for Elder Scrolls online.

[zenmetsu]

That happened to me yesterday. Then I went back into chat queue and walked away. 2 hours later (after an initial 2 hour wait only to see the "No available agents" message) I got to someone that said they couldn't help over chat for "security reasons". *sigh* Going on hour 2 on hold and it doesn't give you even a hint of where you are in queue or even if someone really will get to you. I've also put in an email for support but that has gone unanswered, too. Think I'll just wait for Spring 2014 for Elder Scrolls online.

Unbelievable. I would have asked the agent to call me direct at that point.

For the record, I called SE's support number at 0900 PDT sharp. It is currently 1323 PDT and I am still on hold...

Ring... Ring... Ring... Ring... Ring... "All asians are currently assisting customers. We are amazed by your patience, and we will be assisting you in the order that your call was received... blah blah blahblah"

[Amigwyn]

Unbelievable. I would have asked the agent to call me direct at that point.

Good idea. Probably won't work but I'm sitting here on hold anyway - so going to hop back in chat and see what they say. I'm very seriously contemplating just dropping the account. THANKFULLY I didn't set up payment plans yet so when time runs out that's all there is.