Cannot remove security token! Attempted to chat with SE Support FOUR times!

[Ecybopooch]

Hi guys, first time poster!

So back in beta phase 3, I realized that myself and my spouse had lost our security tokens! This was unfortunate, but we were able to get SE Support to remove the One-Time Password. The security tokens remained registered to our accounts.

A few weeks ago, I found our security tokens and I attempted to re-enable the One-Time Password, but I had no option to do so anywhere in my account management. I then attempted to remove the security token, but I get an error that says the One-Time Password is invalid (if I leave it blank, it is also invalid!). I also get this error when I attempt to change my password (to a much stronger password).

So as it sits now, I cannot enable my OTP or unregister/remove my security token. I am stuck between a rock and a hard place. I have attempted to go through the chat queue 4 times, but end up with a disconnection when I reach the end of the queue!

Is there a particular chat queue topic that will give me better luck? Is there anything else I can do?

[kaiyouske]

You can remove it if you go to Mog Station, then your Square Enix Account Management, go to One-Time Password and there should be an Emergency Removal Password there. You can use that to remove your one time password device.

[AlunaDragynfyre]

You can remove it if you go to Mog Station, then your Square Enix Account Management, go to One-Time Password and there should be an Emergency Removal Password there. You can use that to remove your one time password device.

Yeah that'd work....except you need to have your one time pw to log into the mog station....

[kaiyouske]

Ah....I totally forgot about that... haha. That's why the minute I did my one time password I took a picture of the removal password with my phone.

[AlunaDragynfyre]

Unfortunately I did not lol. But then I didn't expect my phone to randomly erase all my data causing my token to be useless....so here I sit waiting for the "excellent" support team. sigh.

[AlunaDragynfyre]

I fully expect the dreaded disconnect at number 1. 15 more slots to go for that joy.

[Pyrokris]

I'm having the same problem at the moment.It says my emergency removal password was wrong and i keep getting disconnected from support chat when i reach my queue.

[Troxic]

I'm having a similar issue, I have sat in the queue 4 times today to get canceled at one. This is absolutely ridiculous. Please fix.