Forum Settings
       
This Forum is Read Only

How to get a security token removed and replaced (Detailed)Follow

#1 Nov 04 2010 at 10:49 AM Rating: Excellent
4 posts
This is the SHORT version on how to get your security token removed from your account and replaced. Since I didn't have these steps, it took me a LOT longer... :(

I am posting this in the hope that if others have broken or defective tokens, they don't have to suffer the headaches that I did in order to get this all sorted out.

Note: This is only for North America

How To:

How to get a security token removed from your FFXIV account and get a warranty replacement (90 day warranty from date of purchase).

1. Go to https://support.na.square-enix.com
2. On the right side menu, click on SQUARE ENIX Account
3. In the middle tabbed section that comes up at the top click on SQUARE ENIX Account again
4. Click Contact (the envelope icon)
5. Click Get Support button near the bottom
6. Select the following from the drop down menu:
- Contact Category - Security Token
- Contact Sub-category - Lost
- Contact Details - Defective (or whatever you want if it is not defective and you just want it removed and can't do it yourself)
7. Click Next
8. Click Next again
9. Click Proceed to Phone Support
10. Fill out ALL of the fields CORRECTLY and it MUST Match what you have for your SE Account!!
- Security Question must also be CORRECT!!
11. Click Next
12. Click Submit
13. Note your ticket number can call the support number provided: 310-846-0345
- Please note that support is only from:
- 9am to 6pm Pacific Time
- 10am to 7pm Mountain Time
- 11am to 8pm Central Time
- 12pm to 9pm Eastern Time
14. Select the following menu options: 1 - 1 - 3
15. When you get to a rep, give them the ticket number and have them remove the token from your account (You are done here if you don't want another token or care to have it replaced).
-They will ask you to make another ticket and call back to get your replacement
16. Do steps 1 through 14 again (yes, again)
17. The rep will ask for the Serial Number on the back of the token and then give you a shipping address for the replacement
- 999 North Sepulveda Blvd. 3rd Floor
- El Segundo, CA 90245
- Include the following information with the token:
- Ticket Number from step 16 (the second one)
- Your Square Enix ID
- Return Mailing Address
- Contact Phone number

Yeah, sounds like a pain in the rear, but that's what you have to do.

Edited, Nov 4th 2010 1:21pm by Talderon

Edited, Nov 4th 2010 1:21pm by Talderon
#2 Nov 04 2010 at 12:10 PM Rating: Decent
11 posts
Thanks for the info.

I was wondering what I was going to do when I woke up one morning and found that my security token battery died.
#3 Nov 04 2010 at 12:11 PM Rating: Good
****
6,898 posts
rate up for the info.
____________________________
Bartel Hayward--- Ultros Server
The Kraken Club <ZAM>
50 WAR • 50 MNK • 50 MIN • 50 GSM • 50 ARM • 50 LTW • 50 CUL • 50 WVR
thekrakenclub.shivtr.com
#4 Nov 04 2010 at 12:22 PM Rating: Decent
Scholar
*
97 posts
I second that. Pretty good info to know! Thanks.
#5 Nov 04 2010 at 12:23 PM Rating: Decent
4 posts
Thanks all. I was amazed at how tedious it was to do and the lack of real information out there on the process. The way I went about it, I had to create 5 tickets and call 5 times before I got mine done. If this information would have been available before this, it would have not been as much of a pain.

The level of guidance they give is minimal, at best.
#6 Nov 04 2010 at 12:25 PM Rating: Excellent
Added thread link to sticky. Good info!
#7 Nov 04 2010 at 12:30 PM Rating: Decent
9 posts
jonno1482 wrote:
I was wondering what I was going to do when I woke up one morning and found that my security token battery died.


My fear is losing it.

so with that in mind,

Talderon wrote:
...
6. Select the following from the drop down menu:
- Contact Category - Security Token
- Contact Sub-category - Lost
...
17. The rep will ask for the Serial Number on the back of the token
...


you may want to keep that information somewhere safe
____________________________




#8 Nov 04 2010 at 12:30 PM Rating: Decent
4 posts
Osarion, Goblin in Disguise wrote:
Added thread link to sticky. Good info!


Awesome! Glad it will help! :D
#9 Nov 04 2010 at 12:32 PM Rating: Decent
4 posts
Pohyiko wrote:
jonno1482 wrote:
I was wondering what I was going to do when I woke up one morning and found that my security token battery died.


My fear is losing it.

so with that in mind,

Talderon wrote:
...
6. Select the following from the drop down menu:
- Contact Category - Security Token
- Contact Sub-category - Lost
...
17. The rep will ask for the Serial Number on the back of the token
...


you may want to keep that information somewhere safe


Please also note, they will NOT ask you for it to REMOVE it from your account, ONLY for warranty replacement. :)

Although, it is ALWAYS good to keep that info safe though. :)
#10 Nov 05 2010 at 6:48 AM Rating: Good
**
923 posts
You rock!
This forum is read only
This Forum is Read Only!
Recent Visitors: 18 All times are in CST
Anonymous Guests (18)