swtor one time password email

I didn't receive the one time password email. I tried several time after waiting hours. Since my eamil is a gmail, I don't think it being a email provider issue.

I can't access as I my old mobile died and so I lost the security key app. Without the one time password I can't remove it or replace it with a new one, so I'm prevented to play again.

Contacting EA support for people not in english speaking countries/France/Germany has become either extremely expensive or more difficult than try to meet a head of state (and if you don't speak english you are without real support anyway).

Any of you have an idea on how to solve the problem of the email not being received?

Sheelin72
9 years ago
No, I don't think it would. Actually, I forgot I changed the security mail, so I receive everything on an email, and the passwords and security checks on another. Do not ask me how I achieve this, as I thought it wasn't possible, the mail should always be the one set in the account... so I was checking the email where I got the purchases confirmations, the advertisements, the game updates. The one time password was sent on antoher one. I checked it just by chance, and found the one-time password emails.

With a proper customer care, they would have told me immediately that mail I was checking was wrong and the problem would have been solved in like 30 seconds.

Anyway, on the bottom of the line, it was my fault entirely. I am a little ashamed for that and feel a little (a lot more than a little) stupid.

10 Replies

proxos666
Hero+
9 years ago
@Sheelin72

In this case calling is best if you can speak english and have skype then

see db woodynz post here with a link to numbers and how to use skype if you have it.

Using skype with that contact is a free call to the best of my knowledge, that number is only available as per the hours listed (Support available from 9.00 CT - 21.00 CT) so need to confirm time zone etc
Sheelin72
9 years ago
The problem is exactly that: speaking english. While I may be more or leass clear in writing it, speaking is a completely different matter, and understanding it spoken even more different.

I can't get what's so wrong in having a customer care that works via email.

And what's wrong in having a system that actually SEND emails. With gmail I never had any problems but with SWTOR passwords. In the past it took hours also to receive even the basic confirmation emails of my purchases (I didn't worry as I had the items or renewal of subscription given immediately in the game), while I can't now get the one time password email.

If they can set up a phone customer care, having one by chat at least would be easier and less expensive, And would allow multitasking, by managing more requests at once.

I'll try as you suggest proxos666, but am not confident I'll get anywhere.

If I can't access anymore a game on which I spent a lot of money, I don't think I'll bother to buy other EA games in the future, as it's clear they aren't really caring about their customers, in a time when any type of customer care is really easy and low cost to make.
proxos666
Hero+
9 years ago
@Sheelin72

when you get back into the account, try setting the email as you@googlemail.com and see if it less troublesome the you@gmail.com
Sheelin72
9 years ago
Honestly, I'm not confident I'll be ever able to retrieve it...
Belgorad
Hero (Retired)
9 years ago
@Sheelin72

I use gmail as well and I am able to receive the email. Ensure that no-reply@bioware.swtor.com is not blocked or add it to a safe list in your email as that is where the email comes from. Also when I receive the email it does not go into my Inbox. It goes into another folder / tab called Updates.

What you can do is in your email go to Settings by clicking the Gear Icon and then go to the section Labels. See if you have any additional Categories such as Updates / Promotions and if you do make sure they are not hidden. If it is which you would see if "Show" is clickable under "Show in label list". Choose to show it and see if you have the email there.
Sheelin72
9 years ago
Found the problem, it was on my part. It would have been much quicker anyway with a proper customer care :/

Thank you all for the time you spent in trying to help me 🙂
proxos666
Hero+
9 years ago
@Sheelin72

What was the actual issue ? this may help others in future
Sheelin72
9 years ago
No, I don't think it would. Actually, I forgot I changed the security mail, so I receive everything on an email, and the passwords and security checks on another. Do not ask me how I achieve this, as I thought it wasn't possible, the mail should always be the one set in the account... so I was checking the email where I got the purchases confirmations, the advertisements, the game updates. The one time password was sent on antoher one. I checked it just by chance, and found the one-time password emails.

With a proper customer care, they would have told me immediately that mail I was checking was wrong and the problem would have been solved in like 30 seconds.

Anyway, on the bottom of the line, it was my fault entirely. I am a little ashamed for that and feel a little (a lot more than a little) stupid.
proxos666
Hero+
9 years ago
@Sheelin72

Thanks for mentioning it is something to keep in mind to mention for others in future

Biowares policy for account issues is primarily by phone this is due to things like confirming the person is the account holder, which is why phoning is the way to get account issues solved in most cases
Anonymous
9 years ago
Approved
I'm having the same issue as you, although i only have the one email account, therefore i only have the one linked to my swtor accont. And there is no button to resend the 'onetime password' like it says on the support page. I just wanna play some star wars, why do they have to make it so hard :/