I have never heard of that before. If you lose the phone app or get a new phone and don't have that emergency password handy, you're successfully "locked" out of your account until you deal with customer support to unlink the token from your account so you can either get back in with your standard account password or link a new software token to the account instead. FFXIV Guide: How to perform an emergency removal of your Software Token (1) Go to the Software Token Emergency Removal page and enter your Square Enix ID and password and your Emergency Removal Password. If your password expires, you must restart the re-registration process from step 1. Yesterday i changed my phone and forgot to remove the software token app, then realized i could remove the the one-time password via my account settings, then it asked me to enter the emergency removal password, too bad for me i don't have it, it was supposed to be displayed when you registered your software token, it seems i didn't noticed it or i don't know. ... For the physical authenticator, the serial number acts as the emergency removal password whatever the number is, on the back of it, is the removal password. The Emergency Removal Password will be displayed on the Square Enix Account Management System main page after logging in. I was looking around the SE page and found this link here which talks about an Emergency Removal Password to take off your token. your smartphone is lost or stolen), you won't be able to see your Emergency Removal Password and will need to contact our Support Centre through this form . It broke the screen and I am unable to log on atm because of that. Cannot get into the game because my Software Token app was on my old phone. Not 100% on the removal process though. Don't remember choosing another password for that, and I can't find an email saying anything about it. If you are unable to login with a One-Time Password (e.g. (1) Go to the Software Token Emergency Removal page and enter your Square Enix ID and password and your Emergency Removal Password. I just logged into the online chat help from the SE account management page, and it was a quick and easy process. I lost my security token a while back and didn't have the emergency password or whatever they call it. I have not played in some time now and have a new phone. For Final Fantasy XIV Online: A Realm Reborn on the PC, a GameFAQs message board topic titled "Do YOU have an "Emergency Removal Password" for your physical token?". I just recorded the serial number on the back of th unit in case anything goes wrong. I've had the physical for ages now since they first came out in FFXI. * The registration password will expire after 60 minutes. Software Token Emergency Removal page: https://sqex.to/GPE (2) An email containing the Software Token removal URL will be sent to the email address registered to your Square Enix account. I am trying to do a emergency removal but I cannot remember the emgerncy removal password I made and square is closed for the weekend. This is a notice to all customers who use a Square Enix Software Token (Software Token). Well, the emergency password is displayed when you register the token (though that wont help you now) and cannot be changed, all I know that you can do now is to get a hold of S-E's support, but from what I hear from others, that might take a while. 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