Returning Player Needs Help Resetting Password and Removing Security Key

[BigOlB]

I am a returning player after 3-4 years away.  

The game will not allow me to login even though I have my password saved in file so I know it is correct.  I can not reset my password because it is asking for a security key which I no longer have on my phone.  

I have tried to change my EA:Origin password (done successfully)  but SWTOR will not allow this new password either to get me to the remove security key option.

What can be done to allow me to have access once again to SWTOR?

[proxos666 · Accepted solution]

@luttrin 

You can see all available numbers and their available hours at this link

I gather you are saying that when you call you are getting a recording, check the available hours for the number when calling, if calling outside those hours will result in a recording.

[ExiledRival]

Hey there! I'm sorry to hear you've been having issues. I suggest you refer to the Security Key FAQs for help with issues regarding security keys, as it has a lot of useful information. Hope this helps!

[luttrin]

I'm having the same problem!

Trying to reset my password and ask for security key number (I have physical security key but with low battery)

and I can't change my password

Already tried to call CS, but always get the message they are not available.

Anyone know another way to contact CS?

[ExiledRival]

@luttrin Hey there! Please refer to the guide I posted in this thread regarding Security Key issues.

[luttrin]

@ExiledRival hello!

already tried to call them (USA: 1-(855)-345-2186) 5 times, and every time unavailable operators and ask me to access help.ea.com to see another way to contact them.

have another way to contact them?

[proxos666 · Accepted solution]

@luttrin 

You can see all available numbers and their available hours at this link

I gather you are saying that when you call you are getting a recording, check the available hours for the number when calling, if calling outside those hours will result in a recording.

[BigOlB]

Sorry forgot to update -

One call to the number linked above solved the problem.

Thanks

[MadCat256]

I am in the same situation as the original poster. My phone underwent a major update and as a result my mobile key is not linked to my SW:TOR account any longer. The FAQ you linked to mentions this situation, and tells me I need to remove and re-add the key. Great, I'd love to, except the steps needed to do this as outlined in the FAQ no longer work!

Clicking the "Lost Your Security Key?" link brings you to a generic 'We've Moved, go to help.ea.com' page. There is no option to generate a one time password to gain access to the account and remove the defunct key.

My only option appears to be taking time off of work to call the support 1-800 number during their inadequate operating hours.

[proxos666]

Be sure you are doing the steps from the web browser as directed in the guide, and not the launcher (they dont work in the launcher).

If the removal link still doesn't appear/work for you, then you will need to call.

[MadCat256]

I am using a web browser.

I've tried it in Firefox, Chrome and Edge with no luck.