SWTOR Security Key not working anymore, impossible to call support

@ImperialDoctor07

Calling is the only way to resolve this if the link to remove does not appear on www.swtor.com as they need to confirm you own the account

The only other option is to create a new game account in which case you wont need to call

@ImperialDoctor07

The most common reason for the Mobile Security Key app not generating the correct codes is a mismatch between the time and date on the phone, and the ones used by our login servers.

Check the time and date on your phone and make sure you have the "Set Automatically" enabled. To test, google "time in [your timezone]" and compare the exact time (including seconds) to the time on your phone. Once they're both synced up, the app should generate the correct codes.

@proxos666

Thank you for your answer. I have thought about creating a new account, but when i remember correctly, one has preferred status when one has bought the game and had an abonnement from the start on. By creating a new account, i would lose that status and would just be a normal "free player".

Besides: Why is calling required to confirm i own the account? If my account isn't linked to my specific speech patterns, there is no way why calling is superior to other forms of authentication. I can provide the serial key of my game or any other information also through purely electronic means. I just don't get why calling is the one and only possible mode of communication for the support team.

@EA_Kipling

Thank you for your reply.

I have set the time on my ipad to the exact time of my time zone (via time.is), with an accuracy of approx. 500ms. Now a strange thing happened: instead of showing "wrong key" or something like that, the error message now is "Sorry, we couldn't find your code. Try again?" (website in english) -  on the german website version "Wir konnten deine Seriennummer leider nicht finden. Erneut versuchen?", which, strangely, translates more to something like "We couldn't find your serial number. Try again?".

Now i am pretty sure that my account name (derived from e-mails i have gotten from swtor a long time ago, which mentioned my account name - because i have forgotten it in all those years) is correct, because if i enter the wrong combination of account name and password, i get the error message "LOGIN FAILED". If i enter my account name and my password, it asks for my security token instead, which means i have the correct combination of account name and password.

Again: Is there any other method of contacting support? Or maybe support can contact me via private message here or whatever... it gets increasingly frustrating that no option mentioned in support articles work and the only (!) solution provided is "call support". Besides, how would deaf players handle this?

But nevertheless, my frustration is not directed at you, EA_Kipling, i appreciate your effort to help me.

EDIT: This authenticator can still be used, right?: https://itunes.apple.com/us/app/star-wars-the-old-republic-security-key/id996685033?mt=8

@ImperialDoctor07

I had a look at your SWTOR account and I'm afraid the only way to sort this out is over the phone with our Customer Service advisors. You can nominate someone to call on your behalf, but you will need to be present for the call.

I can't go into details, but I can see you have the original version of the Mobile Security Key app on your account, but you seem to have the new 2014 version of the Security Key App on your phone, and these are incompatible with each other. There's also a specific reason why you can't simply use the "Lost your Security Key" feature, but again I can't go into details. Essentially what you're looking to do is to remove the Security Key from your account, and re-add it again.

Replace "I can't go into details" with: "The system sucks, we've brought it up at a meeting but people shoved us aside and we're pretty frustrated about that"

In all honesty, change your support system it'll kill your game.

Other games (e.g. WoW) are easier to access and don't require returning players to jump through a millions hoops

Solution: Turning my phone off of "Airplane Mode" is what worked for me.