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Security Token SolutionFollow

#1 Apr 21 2009 at 6:48 PM Rating: Good
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Here's a copy of a transcript SE sent me of my webchat with their Rep earlier fixing my unability to log into POL/SE-Account.

support@us.playonline.com wrote:
You have been connected to SEI POL Chris S.
SEI POL Chris S: Hello, Mat, thank you for contacting the PlayOnline Information Center. Just a few moments while I review your question, please.
SEI POL Chris S: In order for us to more accurately address your issue, we will require additional information. Please give a brief explanation of the issue you are having and please include any error codes or messages you are receiving.
Mat: k
SEI POL Chris S: Ok, so when you try to change the password, it asks for the 1 time password and when you put it in, it says it is incorrect?
Mat: yeah ever since I linked the token I've been unable to log in
Mat: so thought i'd try that and thats only thing that really showed it was 1 time pass
SEI POL Chris S: Ok, and you are making sure to push the button when it asks for the 1 time password and when you put that in, it says it is incorrect?
Mat: ya every time i attempt it i try the 6 digit password it gives me
Mat: and all it says is my password is wrong, only when i tried changing password through email sent to me it said the 1 time was wrong since
SEI POL Chris S: Ok, can you please go ahead and click that "forgot my password" button again.
SEI POL Chris S: And follow the directions in the email, get to that point where it asks for the 1 time password.
Mat: k
SEI POL Chris S: Ok, so go ahead and push the button, and put that in there, and let me know what it says.
Mat: ok got everything except one-time pass typed, want me to do that and hit send?
SEI POL Chris S: Yes please, hit the button and put in the digits it asks you to.
Mat Garcia: ok did, under one-time pass box it says "The password entered is invalid. Please enter a valid password."
SEI POL Chris S: Ok, so give it 30 seconds, then push the button and try it again please.
Mat: k let me kno when to try again
SEI POL Chris S: Ok, that should be long enough, please try again.
Mat: different pass, same error =/
SEI POL Chris S: Mat, please hold while I look into your issue.
SEI POL Chris S: Ok, I am back. Thank you for holding.
Mat: k
SEI POL Chris S: May I please have the email and date of birth on the SE account?
Mat: email is -----------------
Mat: dob i believe is --/--/----
SEI POL Chris S: Mat, please hold while I look into your issue.
SEI POL Chris S: Ok, I am back. Thank you for holding.
Mat Garcia: k
SEI POL Chris S: Unfortunately that is not the correct date of birth on the account, what else might it be?
Mat: well I used that one since it was my old room mate that set it up, my dob is --/--/---- if its that
SEI POL Chris S: That is correct.
SEI POL Chris S: Mat, please hold while I look into your issue.
Mat: ok
SEI POL Chris S: Ok, I am back. Thank you for holding.
SEI POL Chris S: May I please have a valid contact email and phone number for you?
Mat: ----------------- and xxx-xxx-xxxx
SEI POL Chris S: Mat, please hold while I look into your issue.
SEI POL Chris S: Just a few minutes. I am looking into your issue. Thank you for your patience.
Mat: k
SEI POL Chris S: Ok, I am back. Thank you for holding.
SEI POL Chris S: Ok, so please try to log into the SE account information now, but do not put in an SE password.
Mat: k
Mat: put in one-time pass or se pass, or none?
SEI POL Chris S: All but the 1 time password.
Mat: ok it went through
SEI POL Chris S: Ok, so what has happened is that we have temporary suspended your security token. This will allow you to play until we figure out why it is not working for you.
SEI POL Chris S: You will be contacted when we find a solution for it and we will reattach it for you.
Mat: :(
SEI POL Chris S: I do apologize.
Mat: I don't get my satchels do i
SEI POL Chris S: Yes, you still do.
SEI POL Chris S: That is the good news. You should have them when you log in.
Mat: ok, but there are 2 other inactive characters i needed to reactivate, if I did that now would they get theirs or would i have to wait til the token is reattached?
SEI POL Chris S: Unfortunately that is a really good question.
Mat: lol so its a try and find out type thing?
SEI POL Chris S: If you are going to reactivate them anyway's, they might have it, since it is an account wide mog satchel.
SEI POL Chris S: Exactly
SEI POL Chris S: Are there any other issues I can assist you with right now, Mat?
Mat: ya but if they don't they can still get them when its reattached regardless right?
SEI POL Chris S: That is correct.
Mat: ok that's good, i'm glad i can get back in i thank you so much, but how long would you think it would take for them to find whats wrong i havn't seen this in current known issues
Mat: has anyone else had this prob, i seen a few in the forums
SEI POL Chris S: Unfortunately there is no current ETA on this issue.
Mat: ok, well i have one more question idk if you can answer for me or not?
SEI POL Chris S: Sure, go ahead.
Mat: Did enfeebling magic get nerfed or is it an bug? I see a lot of ppl complaining in forums about it but i havn't been in to see. Alot of ppl complaining since it wasn't announced they planned to do anything to it, but no word either if its a problem or not?
SEI POL Chris S: Unfortunately that is not something I would have knowledge of. I do apologize.
Mat: lol didn't think so probly through ingame gm, anyway thanks for the help, been driving me crazy not being to log in all weekend
SEI POL Chris S: Don't forget that "A Crystalline Prophecy", the latest addition to FINAL FANTASY XI and the new SQUARE ENIX Security Token are now on sale. Purchasing the Security Token will receive an exclusive in-game item. For further details about these two products, please visit www.playonline.com.
SEI POL Chris S: Thank you for visiting PlayOnline Chat support, Mat! Take care and hope to see you online!
Thank you for visiting our PlayOnline Chat line. Take care and hope to see you online!


Ok so basically all they did was temp. suspend my token until they can determine the problem. And my characters had their satchels too (havn't checked ones that are inactive, but security token protected logo is still active at bottom of character select screen so assuming they do).
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#2 Apr 21 2009 at 7:08 PM Rating: Excellent
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I got a little giggle out of the end where he pastes text about how the security token is now on sale!
#3 Apr 21 2009 at 7:17 PM Rating: Default
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#4 Apr 21 2009 at 7:47 PM Rating: Excellent
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Pikko wrote:
I got a little giggle out of the end where he pastes text about how the security token is now on sale!

At least I'm not the only one.
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#5 Apr 21 2009 at 8:20 PM Rating: Decent
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I just talked to that guy today. He said the Canadian order's haven't been shipped and are still being processed >.>

Got to speak with a Tier III rep after that who said they will track the actual order process and call/email me the details.
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#6 Apr 21 2009 at 10:35 PM Rating: Decent
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Elionara wrote:
I just talked to that guy today. He said the Canadian order's haven't been shipped and are still being processed >.>

Got to speak with a Tier III rep after that who said they will track the actual order process and call/email me the details.


yeah, but shipping things to and from canada takes forever anyway, due to customs and such. (seriously, it took months for a book my mother ordered from Canada to arrive in Australia)

So yeah, if you live in Canada, blame the red tape that your nation has for international shipping.
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#7 Apr 21 2009 at 10:39 PM Rating: Good
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Elionara wrote:
Tier III rep


Any good drops?
#8 Apr 21 2009 at 11:38 PM Rating: Decent
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Pikko wrote:
I got a little giggle out of the end where he pastes text about how the security token is now on sale!

It's like... talking to a bot!
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#9 Apr 22 2009 at 12:56 AM Rating: Decent
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Quote:
Mat: ok, well i have one more question idk if you can answer for me or not?
SEI POL Chris S: Sure, go ahead.
Mat: Did enfeebling magic get nerfed or is it an bug? I see a lot of ppl complaining in forums about it but i havn't been in to see. Alot of ppl complaining since it wasn't announced they planned to do anything to it, but no word either if its a problem or not?
SEI POL Chris S: Unfortunately that is not something I would have knowledge of. I do apologize.


Slipping in the nerf question was made of win
His response of course: made of total expected SE fail...
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#10 Apr 22 2009 at 1:24 AM Rating: Good
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Kalisa wrote:
Quote:
Mat: ok, well i have one more question idk if you can answer for me or not?
SEI POL Chris S: Sure, go ahead.
Mat: Did enfeebling magic get nerfed or is it an bug? I see a lot of ppl complaining in forums about it but i havn't been in to see. Alot of ppl complaining since it wasn't announced they planned to do anything to it, but no word either if its a problem or not?
SEI POL Chris S: Unfortunately that is not something I would have knowledge of. I do apologize.


Slipping in the nerf question was made of win
His response of course: made of total expected SE fail...


He was talking to a SEI agent dealing with account issues. Unless the agent was doubling as a dev, gm or player, I doubt he'd have much knowledge about the issue.
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#11 Apr 22 2009 at 2:25 AM Rating: Good
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Quote:
He was talking to a SEI agent dealing with account issues. Unless the agent was doubling as a dev, gm or player, I doubt he'd have much knowledge about the issue.


Sorry, misread, automatically assumed this was a GM or something similar.
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#12 Apr 22 2009 at 4:22 AM Rating: Decent
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wish mine would have done that for me, having exact same problem, but they just asked for email and ph# said they'd get back to me.
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#13 Apr 22 2009 at 4:29 AM Rating: Decent
I talked to the exact same rep about my token problem -____-

What are the odds of that?

He told me I can never get another Security Token because I deactivated mine. Which also means I can never get a Mog Satchel. Unless someday SE decides to let us order another one.

Apparently if I had lied and told him mine was broken instead of deactivated I might have been able to get a new one though.

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#14 Apr 22 2009 at 7:36 AM Rating: Decent
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#15Zaredx, Posted: Apr 22 2009 at 8:42 AM, Rating: Sub-Default, (Expand Post) Don't see what exports have to do with imports. Countries love exporting, it means some foreigner just gave their countrymen some money! They hate imports, they have to inspect them for dangerous and or illegal items. In particular, Australia HATES it when you import books. They have to read them very carefully to make sure they contain only permissible content, and could not be considered obscene or offensive. Canada doesn't care if you buy their books. Put it in a box and get it out of here! (Canada hates book and magazine imports, too, they have laws protecting local publishers to try to protect Canadian culture from the USA. They don't work. They show House, M.D. then much later show some Canadian show that nobody watches, there, balance maintained, the channel has a high enough % of Canadian content to stay legal!)
#16 Apr 28 2009 at 8:15 AM Rating: Excellent
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I'd appreciate it if you'd stop spreading the rumor around about the contest token shipping, ZaredX. I did not "yell" at SE about this and they did not "lie" about the customs. They paid almost $80 to FedEx Byxfluzba his token and the reason that HE had to pay the duties is that Canada does not ALLOW senders to pay the duty fee. Square Enix tried more than once to pay the fee, but eventually they were told they could not. This problem only happened because they sent his via FedEx, so please stop telling everyone that the same will happen to them.
#17 Apr 28 2009 at 10:54 AM Rating: Decent
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I would rather pay $20+ for a Token I won and was personally sent by Pikko, then $9.99 from one sent by SE.

I wish that everytime I looked at my token I would remind my self on how I was a winner! :p
#18 Apr 28 2009 at 11:03 AM Rating: Good
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Pikko wrote:
I got a little giggle out of the end where he pastes text about how the security token is now on sale!


GMs are doing it too apparently.

Edited, Apr 28th 2009 3:03pm by Soracloud
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