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Security key issues /headacheFollow

#1 Feb 19 2012 at 5:06 PM Rating: Excellent
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My sister accidentally ran over her old iPhone a while back and while she just went out and bought a new, I'm a cheap bastard, so I phoned Apple and all kinds of stuff to get the smashed iPhone replaced. It came today, so after transferring all my stuff to it (from an older iPhone), I wanted to remove the security key (authenticator) from my account so I could enable it on my new phone. Except... I couldn't.

Well, that's not entirely true. I can, of course, remove the security key, but it requires a phone call to BioWare, which means they might as well have told me that it can't be removed. I'm on a cell phone where international calls aren't allowed (they close my account if I make any) and the nearest free landline is at my parents' place, which I just came back from and won't be visiting for another month or so. Basically, I'm sh*t out of luck. Can't call them, but I have to call them.

That has got to be the most downright retarded thing in the history of security measures. Why on earth can't I just use a security key code to remove my security key? Blizzard managed to do this. Trion managed to do this. BioWare, for some godforsaken reason, went full retard on this one.

Makes me want to punch some developers in the face. Less money spent on cel-shading, more money spent on making sh*t not retarded, kthx.

Edit: This post/thread serves no other purpose than to prevent me from getting banned from the official forums due to offensive language.

Edited, Feb 20th 2012 12:09am by Mazra
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#2 Feb 19 2012 at 5:34 PM Rating: Good
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Yeah, that's pretty dumb. Honestly wouldn't have occurred to me, though. Of course, I'm not managing international business affairs. :P

Can you possibly get them to do it via chat? Or call with Skype?
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#3 Feb 19 2012 at 5:35 PM Rating: Good
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No, Digg, it has to be done via phone. They're stupid like that.

And I just found out that once you call them and have them remove the security key, it can't be installed again.



Edited, Feb 20th 2012 12:36am by Mazra
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#4 Feb 19 2012 at 6:07 PM Rating: Good
If you have no plans for the old iphone...why not just keep it near the PC and use it just for the security app?
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#5 Feb 19 2012 at 7:17 PM Rating: Good
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Mazra wrote:
No, Digg, it has to be done via phone. They're stupid like that.

And I just found out that once you call them and have them remove the security key, it can't be installed again.



Edited, Feb 20th 2012 12:36am by Mazra


That wouldn't be an issue with an iphone app, right? Wouldn't the new phone be a "new" key?
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#6 Feb 19 2012 at 9:46 PM Rating: Good
There is like jack to be said about the security key...

When I go to the page within my account:

Quote:
Your account has been secured with a security key! Security keys protect your SWTOR account against theft and hacking as well as granting unique game content.

Your Security Key was added to your account on {it states when I added it].

Learn how to use your Security Key.

Having problems with your Security Key? Contact Customer Service.


Maz will have to call to not disable but to give out a new code that is used to activate the App, if they can do this. I would hope they can do this or everyone using the app better pray they never lose their phone...or it breaks...or they upgrade...
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#7 Feb 19 2012 at 10:03 PM Rating: Good
Oh i think I found the thread Mazra was talking about (about info)This one?

I like this line (page 2):
Quote:
[...]getting a physical Security Key is the way to go.


Basically there is nothing BW can do. They say they are working on it. Last yellow post was yesterday. However if you buy the physical security key, you can add it to your account and everything will be just fine. As long as you are not in a region where they do not sale the keys..

Edited, Feb 19th 2012 10:04pm by Sandinmygum
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#8 Feb 19 2012 at 11:33 PM Rating: Good
Can't you dump some money into skype and make an actual phone call that way? How about a prepaid international calling card, one that lets you dial a local number to make an international call? It should only be a few euros either way.
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#9 Feb 20 2012 at 2:02 AM Rating: Excellent
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I don't find the idea of having to pay a phone company money for an international call, so I can have BioWare rectify a mistake caused by their own incompetence, particularly tempting.

Alas, I told them this in a ticket last night. Just got the response, which, while expected, does nothing to quell my anger.

Quote:
Greetings Mazra,

I am Protocol Droid N0-P9, Human Cyborg Relations.

Thank you for contacting us regarding your Security Key issue.

We could remove your account's security key in order for you to gain access of it. However, we regret to inform you that we cannot deal with your request through email. In order to protect your account, all Security Key issues are dealt with via our Customer Service telephone support.

We are aware that there is currently a bug which prevents a Mobile Security Key from being re-attached to an account after being removed.

This bug also prevents a new Security Key being downloaded and attached to the account using the same mobile device.

As account security is one of our top priorities, we are working hard on fixing this problem as quickly as possible. In the meantime, please be aware that a physical Security Key can still be added to accounts which have had a Mobile Security Key removed.

You cannot add keys from a different mobile device, only in Physical Keys.

You may link your physical security key to up to 5 SWTOR accounts. This feature is not currently available for the mobile security key.

You can view your serial number and activation code to your account under account management, click the security key tab and choose setup a mobile security key.

Thank you for your patience and understanding, and we apologize for the inconvenience this issue may cause.

Please call our Customer Service team toll-free on:

1855 GO SWTOR (1855 467 9867) from the USA
+8000 BIOWARE (00800 0246 9273) from the United Kingdom, France or Germany.

If you're calling from a country other than the USA, UK, France or Germany, you may call us on 0044 203 564 2555, but please be advised that international call rates may apply.


Go die in a fire, seriously.

Edit: Understand that I'm not raging about their customer service. I understand that I have to call their customer service about security issues and such. What I'm raging about is the borderline conning going on when setting up a security key. They don't warn you about the consequences if, god forbid, the game outlives the phone. I had to dig up old posts to find out how to remove the key and then I'm told that removing the app is going to cost me more than buying the physical key in call charges?

That's just stupid.

Sandinmygum wrote:
I would hope they can do this or everyone using the app better pray they never lose their phone...or it breaks...or they upgrade...


I'm looking forward to the next iOS update, just to see the outcry on the forums. Smiley: lol

Edited, Feb 20th 2012 9:26am by Mazra
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#10 Feb 20 2012 at 4:09 AM Rating: Excellent
Denmark, is it?
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Edited, Mar 21st 2011 2:14pm by Darqflame Lock Thread: Because Lubriderm is silly... ~ de geso

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#11 Feb 23 2012 at 12:57 PM Rating: Decent
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Mazra wrote:
I don't find the idea of having to pay a phone company money for an international call, so I can have BioWare rectify a mistake caused by their own incompetence, particularly tempting.

Alas, I told them this in a ticket last night. Just got the response, which, while expected, does nothing to quell my anger.

Quote:
Greetings Mazra,

I am Protocol Droid N0-P9, Human Cyborg Relations.

Thank you for contacting us regarding your Security Key issue.

We could remove your account's security key in order for you to gain access of it. However, we regret to inform you that we cannot deal with your request through email. In order to protect your account, all Security Key issues are dealt with via our Customer Service telephone support.

We are aware that there is currently a bug which prevents a Mobile Security Key from being re-attached to an account after being removed.

This bug also prevents a new Security Key being downloaded and attached to the account using the same mobile device.

As account security is one of our top priorities, we are working hard on fixing this problem as quickly as possible. In the meantime, please be aware that a physical Security Key can still be added to accounts which have had a Mobile Security Key removed.

You cannot add keys from a different mobile device, only in Physical Keys.

You may link your physical security key to up to 5 SWTOR accounts. This feature is not currently available for the mobile security key.

You can view your serial number and activation code to your account under account management, click the security key tab and choose setup a mobile security key.

Thank you for your patience and understanding, and we apologize for the inconvenience this issue may cause.

Please call our Customer Service team toll-free on:

1855 GO SWTOR (1855 467 9867) from the USA
+8000 BIOWARE (00800 0246 9273) from the United Kingdom, France or Germany.

If you're calling from a country other than the USA, UK, France or Germany, you may call us on 0044 203 564 2555, but please be advised that international call rates may apply.


Go die in a fire, seriously.

Edit: Understand that I'm not raging about their customer service. I understand that I have to call their customer service about security issues and such. What I'm raging about is the borderline conning going on when setting up a security key. They don't warn you about the consequences if, god forbid, the game outlives the phone. I had to dig up old posts to find out how to remove the key and then I'm told that removing the app is going to cost me more than buying the physical key in call charges?

That's just stupid.

Sandinmygum wrote:
I would hope they can do this or everyone using the app better pray they never lose their phone...or it breaks...or they upgrade...


I'm looking forward to the next iOS update, just to see the outcry on the forums. Smiley: lol

Edited, Feb 20th 2012 9:26am by Mazra



Actually the problem is caused by YOUR mistake, you shouldnt have allowed the phone to get run over. The key app by design works fine, but do to your mistake you have an issue. Just playing devils advocate here :)
#12 Feb 23 2012 at 3:12 PM Rating: Good
The phone that got ran over didn't have the app on it. Maz did the steps the sister did not want to do to get Him a new phone. That is where the issue somewhat lies.
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#13 Feb 23 2012 at 3:42 PM Rating: Excellent
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Eriad wrote:
Actually the problem is caused by YOUR mistake, you shouldnt have allowed the phone to get run over. The key app by design works fine, but do to your mistake you have an issue. Just playing devils advocate here :)


Smiley: facepalm It's actually my parents' fault. If they hadn't had sex some 27 years ago, none of this would have happened. There's a fine line between a devil's advocate spin and trollface.jpg, my friend.

In case you're wondering what's wrong with your spin, it's that it doesn't acknowledge force majeure. It assumes that I was in complete control of the situation and therefore capable of preventing it. A divine being could have descended from the skies and crushed my phone with the combined weight of a thousand universes. Your spin would claim that I should have been able to prevent that.

Edited, Feb 23rd 2012 10:50pm by Mazra
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#14 Feb 23 2012 at 4:25 PM Rating: Good
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Mazra wrote:
In case you're wondering what's wrong with your spin, it's that it doesn't acknowledge force majeure.
Godwin's Second Law: As an online discussion grows longer, the probability of someone invoking Force Majeure approaches 1. (I just made that up. On the spot!)

In a silly attempt to maintain the direction this thread has taken, let me just quote Johnnie Cochran when he defended a record company against copyright violation charges by Chef:
Cochran wrote:
If Chewbacca lives on Endor, you must acquit!

Smiley: lol



There is no viable counter to the Chewbacca defense.


Edited, Feb 23rd 2012 5:27pm by cynyck
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#15 Feb 23 2012 at 5:10 PM Rating: Excellent
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It's Maz's fault for getting a new phone?

Because it isn't reasonable for BioWare to expect that phone apps wouldn't last forever, considering the typical life span of a phone is <4 years...
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#16 Feb 24 2012 at 7:38 AM Rating: Good
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cynyck wrote:
Godwin's Second Law: As an online discussion grows longer, the probability of someone invoking Force Majeure approaches 1. (I just made that up. On the spot!)


I love force majeure. It reminds me of a certain song.
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#17 Feb 24 2012 at 9:51 AM Rating: Excellent
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16 post person comes in
Plays "devil's advocate" about a situation that doesn't require it
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Not sure if bored asylum member with new sock, or just stupid.

Hope you get it worked out sooner than later Maz. I actually talked to a GM online today in regards to the issue of dying and not being able to respawn in WZ's, so on that end at least I know things are getting better.

Edited, Feb 24th 2012 4:28pm by Quor
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#18 Feb 24 2012 at 10:13 AM Rating: Excellent
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Wouldn't be asylum. Everyone there is a post whore. Any +1 not on their account is a +1 wasted.
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#19 Feb 24 2012 at 10:20 AM Rating: Good
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It wasn't directly mentioned earlier (from what I can see), and while it was mentioned in the e-mail I got from BioWare (and quoted here), some might have missed it.

Digg, in response to:

idiggory wrote:
Mazra wrote:
And I just found out that once you call them and have them remove the security key, it can't be installed again.
That wouldn't be an issue with an iphone app, right? Wouldn't the new phone be a "new" key?


The security key app is currently bugged, preventing reapplication once removed. BioWare is aware of it and they're trying to fix it (though posts go back to release about the issue). You probably read that from the e-mail quotation, but I felt bad leaving you without a direct answer to your earlier question.

They'll probably get around to fixing that bug once Apple releases a new firmware for iPhone. Otherwise every iPhone user with a security key app will be forced to phone in and have BioWare remove the security key, which would prevent them from reapplying it.

Here's the relevant part from the e-mail:

BioWare wrote:
We are aware that there is currently a bug which prevents a Mobile Security Key from being re-attached to an account after being removed.

This bug also prevents a new Security Key being downloaded and attached to the account using the same mobile device.

As account security is one of our top priorities, we are working hard on fixing this problem as quickly as possible. In the meantime, please be aware that a physical Security Key can still be added to accounts which have had a Mobile Security Key removed.


Edited, Feb 24th 2012 5:20pm by Mazra
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#20 Feb 24 2012 at 10:23 AM Rating: Excellent
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Ah, I see. That sucks. I'm guessing they've moved it lower on their list of priorities, since it's not affecting a huge number of people (because the number of players trying to register new phone keys would be small).

Not okay, though. Small population doesn't necessarily denote small issues.
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#21 Feb 24 2012 at 10:27 AM Rating: Excellent
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Maybe after you get your security key removed you should get your account "stolen" because you couldn't add a new key.

Maybe that would illustrate the problem for them.

Smiley: sly
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#22 Feb 24 2012 at 10:39 AM Rating: Good
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Callinon, they'd probably just point out that I can get the physical key. Smiley: tongue

But yeah, it sucks. I'm just glad I bumped into this now, with my old phone still working. At least I can use my old phone as a physical key.
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#23 Feb 24 2012 at 9:25 PM Rating: Good
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Couldn't you just order the security key fop, takes 5-7 days if you pay the extra $2.50 shipping
So for $6.50 you have it in less than a week

Key Fop Link
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#24 Feb 25 2012 at 8:28 AM Rating: Good
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I've got a $700 physical key right next to me. I'm guessing that's what a 'fop' is, because the dictionary produced a slightly different meaning.

Edit: By the way, hi! Smiley: grin Thought you left us back then.

Edited, Feb 25th 2012 4:02pm by Mazra
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#25 Feb 28 2012 at 11:47 PM Rating: Decent
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Due to technical issues, I had to hard reset my phone earlier this evening. Am I understanding that I must call Bioware tomorrow to have the security key removed, after which I will not be able to re-attach a new one?

Thank you by the way for the phone numbers.
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#26 Feb 29 2012 at 2:18 AM Rating: Good
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Mazra wrote:
I'm guessing that's what a 'fop' is, because the dictionary produced a slightly different meaning.



A security key fop would be someone in security who is important but slightly effeminate.

A security key fob would be the dangly bit on your keyring which also generates a security key number

Just wanted to clarify that for our Danish readers Smiley: smile

Edited, Feb 29th 2012 7:30am by Cobra101
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#27 Feb 29 2012 at 6:16 AM Rating: Good
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ACLinjury wrote:
Due to technical issues, I had to hard reset my phone earlier this evening. Am I understanding that I must call Bioware tomorrow to have the security key removed, after which I will not be able to re-attach a new one?

Thank you by the way for the phone numbers.


If your security key app no longer works (mine just shuts down when I try to run it on my new phone) then yes, you'll have to call BioWare so they can remove it from your account. You won't be able to reattach a security key app to your account again until after they fix the bug, but you can still attach a physical key if you want.

Thanks for clearing that up, Cobra. My English vocabulary is pretty good for a foreigner, but I still have to look up some words and it can lead to some funny translations.
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#28 Feb 29 2012 at 9:22 AM Rating: Decent
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Mazra wrote:

If your security key app no longer works (mine just shuts down when I try to run it on my new phone) then yes, you'll have to call BioWare so they can remove it from your account. You won't be able to reattach a security key app to your account again until after they fix the bug, but you can still attach a physical key if you want.


The app works, however, it's not associated with my account. My account has a security key and the phone app is asking me t set it up with a corresponding account. I think i just need a reset.

Edit: I'm sorry, I meant to say a factory reset, which is a full wipe, not "hard reset" which is just a battery pull.


Edited, Feb 29th 2012 10:37am by ACLinjury
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#29 Aug 01 2012 at 8:03 AM Rating: Default
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This thing has given me a headache too. I only got the security key to see what the security key vendors had which was pretty much worthless. After my old phone got its screen cracked I sent it in for repairs. It came back today, but totally wiped. I tried calling the hotline once before to have them remove the security key, but all I got was some options, press this button for phishing e-mail and this and that, but not security key or the option to speak with someone.
Can someone please help me with what numbers I need to press to be able to speak with someone on their phone number? Calling internationally I'm not gonna make 15 phone calls trying out all the options. It would be better if there was an option for securiy key, but obviously they expect you to do it blindly. I tried contacting Bioware via e-mail as well, to have it removed, and I got a reply to call their phone number. When I replied and said the phone number does not have an option for security key and it also does not let you talk to anyone, to which there was no response. I love Bioware's games, but it doesn't change the fact that they are some real unts as we say around here.
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#30 Aug 03 2012 at 8:49 AM Rating: Good
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Sorry, mate, I can't help you. We still can't remove our security keys manually (it's starting to piss me off), which is probably because once removed, we can't reapply the smartphone security keys again.

Haven't called them yet, so I can't tell you what to do. It should have an option to press something or hold in order to speak to an employee. Then you'll get put through to some dude in India, or whatever, who will disable your key for you.

Security! Smiley: schooled
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