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Tobbidala's avatar
Tobbidala
8 months ago
Solved

Security key is dead, how can I get a replacement?

My security key is dead, the battery has gone out. But now I cannot log into my game, The Old Republic anymore. All the help I am getting from EA is: look at our links... which are totally useless. Where can I get a new physical key (probably nowhere)?

What are my options? I keep emailing EA, but I keep getting people who are saying they are going to help me. But thats all they are saying in the emails... no actual help. I cannot reply on this email, at least, when I do I never get a response anymore. So I have no idea of knowing if there is actually anybody helping me at all. This shouldnt be that big of a problem... Get me a new key, I will pay for it if that is the issue. Or tell me how I can set up my account with the security key, without my physical security key.

Can someone help me at all?

6 Replies

  • Swook's avatar
    Swook
    8 months ago

    You can't buddy. There is nowhere to get one unless you can get a new Swtor collector's editon box with the physical security key in the box. However you can download an app on the phone, search on your app store. I have it the app and it works. Soon I have to get security key for wow as well as that physical security key is about to die as well. It did survive for long time, longer than Swtor's physical security key.

    You second option is to carefully open the physical security key into two halves and put a new battery in. The top and the bottom, then glue both pieces back to together. I have not done that, but thought about it. But I have the security key on the app works so I didn't do it. Can still do it, just haven't gotten around it. But my best suggestion is getting the app on the phone.

  • AntonBreusov's avatar
    AntonBreusov
    8 months ago

    Literally the same situation but in my case it was an auth app to which I lost access a long time ago together with an old Android phone. Now I want to return to the game, but I don't have a means to do it. And even when I reach support they are responding to me with those two links:

    1. How to get help with STAR WARS™: The Old Republic™
    2. Support Contact Information.

    And all options here are completely useless. Well, there is one - to call in the USA. Why do I need to do this if it is the year 2024, and I'm not living in US?

  • Tobbidala's avatar
    Tobbidala
    8 months ago

    Can you tell me the name of the app? I have installed the google authenticator, but that doesnt work either. I have looked at other youtubers for instance and they show an app called sw tor, but that app doesnt show up for me when I look it up in the playstore. Maybe I am missing something here?

  • EA_Rtas's avatar
    EA_Rtas
    Icon for Community Manager rankCommunity Manager
    8 months ago

    Hey folks, sorry to hear you're having issues with the security key.

    Sadly it is a case where we can't help with this directly on the forum as only support can help with account issues.

    You will need to get in touch with SWTOR support directly by following the steps in this article :How to get help with STAR WARS™: The Old Republic™

    If you are outside the countries mentioned in the article you can contact support by following the steps in this post here: Getting help with SWTOR from another country 

  • Tobbidala's avatar
    Tobbidala
    8 months ago
    @EA_Rtas Your link to get in touch with SWTOR is the one I have been trying for weeks now, without any result. Last few messages I sent have even gone unanswered by the standard return mails from the "Supportservice". As your list with phonenumbers; I am supposed to call the UK support line, but for the last week I just get a message saying "advisers are unavailable at this time" and then I get shut off. So, none of this is helping me at all
  • Casidhe's avatar
    Casidhe
    8 months ago

    I'm having the same problem. Following the guide I tried to log in while leaving the security key field blank. This is supposed to trigger a screen asking if the security key is not available, and offering to send a passcode to log on. 

    This screen does not trigger, it just puts a banner saying my details are wrong.

    I've raised this with EA support, they sent me here or to a page that says I need to be logged in to raise a ticket, or I can call them on a number that will incur unspecified extra charges on my mobile.

    It feels like I'm going round in circles!

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