Security Token issue: dead battery.

[Amigwyn]

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

Crazy! Do they just have ONE customer service person? If it takes an average of 10 mins on each call and had say 10 Customer Support (which I would think there would be more) that is 240 people over 4 hours time. I highly doubt there were 240 people on the phone AT 9AM PDT! I'm beginning to think there isn't anyone answering phones ...

[Amigwyn]

VERY happy to report I finally did get through to them and got all fixed up. He was VERY nice and apologetic regarding hold times. He also did confirm (though I have no way to verify) that they are going to be getting additional staff to handle the volume. If anyone is in So Cal and looking for a customer service job, look up SE and put in that resume!! LOL

I got on the phone after you Zenmetsu so hopefully that means you're off the phone and playing the game.

[zenmetsu]

No, I am still on the phone. I called on my second line and got ahold of someone in their warranty support and requested assistance and/or contact information for their legal department. I was told that they not only could not help me with my request, but that Square "didn't have a legal department", to which I responded that I would let my attorney find on her own.

The lulz never end with these guys.

[zenmetsu]

Crazy! Do they just have ONE customer service person? If it takes an average of 10 mins on each call and had say 10 Customer Support (which I would think there would be more) that is 240 people over 4 hours time. I highly doubt there were 240 people on the phone AT 9AM PDT! I'm beginning to think there isn't anyone answering phones ...

I suspect that I called in just a bit too early, despite it being 09:00:51 when I started my call. Maybe my call is stuck in limbo.

[zenmetsu]

Just so everyone knows where their support efforts will land them...



Followed by...




I had 3 browsers up, one for Firefox, one for Chrome, one for IE... just to make sure it wasn't a browser compatibility issue.

[zenmetsu]

To add insult to injury, after sitting on hold for 5+ hours, I get disconnected with a message that the support center is unavailable. You cannot get through at all now, the message states to call back during business hours despite it only being 14:55PDT.

[Jessikia]

I've logged onto SE account management and my emergency password is not where it's stated to be. The only thing there is the serial number that I used to register the device. I've heard that the emergency password is 20 characters long whereas the serial number is only 10? I think. Where exactly can I get the emergency password if it's not showing on my account page?

[zenmetsu]

I've logged onto SE account management and my emergency password is not where it's stated to be. The only thing there is the serial number that I used to register the device. I've heard that the emergency password is 20 characters long whereas the serial number is only 10? I think. Where exactly can I get the emergency password if it's not showing on my account page?

Welcome to hell mate. The emergency password is an option if you use the software token, or if you registered the hardware token sometime after Q2 of 2011 or whenever they implemented that feature. Unfortunately, you cannot unlink your token unless you call SE, and you cannot call SE because they do not answer their phones. They closed their support line 3 hours early today, probably because they only have one person working and he wanted to go home early for the weekend to play the damned game.


*edit* Their support line is back in service as of 15:12PDT

[Jessikia]

Welcome to hell mate. The emergency password is an option if you use the software token, or if you registered the hardware token sometime after Q2 of 2011 or whenever they implemented that feature. Unfortunately, you cannot unlink your token unless you call SE, and you cannot call SE because they do not answer their phones. They closed their support line 3 hours early today, probably because they only have one person working and he wanted to go home early for the weekend to play the damned game.


*edit* Their support line is back in service as of 15:12PDT

I only added the token when I got the CE edition of ARR and there was nothing at all about adding an emergency password. It just said that the token had been registered and I would need to use it everytime I log in. So, at the moment, I'm okay, but once my token dies on me then I'm going to have a big problem, only thing is I'm not sure I trust the software token enough to use it instead of the security token I got with CE...

[zenmetsu]

Issue partially resolved. The token was disabled, so I do not need it when I log in.

The downside? I cannot remove the token completely from my account without the one time password. As a result, I cannot secure my account with a software token unless I play phone-tag again.

Note to future adventurers, don't bother with chat if you have a token related issue, they cannot help you. You have to call via the phone. Just a friendly bit of advice before you waste your time.

Also, if you plan on going to a software token, make sure you request that they remove the token completely so that you are able to register a software token.