My story is this:
My phone broke 2 days ago, so I bought the other one. I try to log into the game, it asks for battlenet authenticator.
I log in to the program, it sends me a text message to use it.
Turns out the sms is to a long lost sim card that I don’t have.
No problem. Support.
I wrote several letters to support (enclosing my receipt for my last purchase, I also gave my old phone number [which is not visible in the account because it is starred]).
No help.
To log in, either by authenticator (old faulty phone ) or by sms (that number is not live). Email is not possible.
Customer service says we could not identify (not that there is not enough proof with transaction receipt and my old phone number).
This morning I asked them to change my old phone number which is (xxx) to the new one which is (xxx). They also said we could not identify you.
All my emails have been rejected even though I want to play.
Can you help me ?
Edit:
Thank you all very much for your help and postings!
Today I read the last letter, they deleted my authenticator and my old phone number. I managed to get my account back.
/ Had to wait 4 days (lots of mail, etc.) /
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did you have your account linked to a bnet account originally with authenticator on the old device? You say email is not possible, is that due to the option not being available or that there is no email linked to the account?
The phone and the SIM card do not exist. The email address exists. Yes, I can’t request a confirmation code by email to update the phone number. Only SMS and authenticator are available, which I don’t have now.
I would click edit on your post and change this to a bug report as this is def broken and a bug. Locking an account due to loss of device is def broken there should be an email backup
I do not understand this at all.
Try here:
https://eu.battle.net/support/en/help/product/services/316
Under “Account”, you have “Can’t log in” and “Change account details”, see if any of those can help you solve the issue.
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I tried here too. They didn’t help.
From what I see, those are the only options to recover an account. It seems that Blizzard removed all kinds of “live” support systems (phone, chat) and now everything has to be done via web tickets.
Some people suggest using “Problems with payments”, because this is what most likely will get their attention, but I can’t be sure if it will even work.
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I haven’t tried there yet. They look helpful, but they’re not.
@GhostSignal
Projekt19 user plays with us for more than a year. He already opened ticket, showed bank transfers and proved it’s his account.
This autenticator feature is tottally unfriendly and needs review. Battlenet app also not working properly and if someone loses phone number, player loses access to an account on which he spent money, because it seems that not even the original email account is enough to get back the account after the autentication feature gets active. This completely violates your own game terms
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We are trying to help our clan member, yet Blizzard closes the eyes to his issue and they are not helpful and not assisting him in recovering his account. @Blizzard help him recover his account!!!
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We are with him too, hes helps a lot, so we wanna help him too, @Blizzard pls put email in ur authenticator to restore the account, its nonsense, that someone looses his phone (with authenticator,and sim card ) and cant recover his account!!!
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Hello, this Authenticator is really unreliable! I also had a case where I almost kicked myself out of the drawer, but I was lucky.
It’s a joke that during the security check it is only possible to restore the account with the authenticator. As the person in front of me wrote that anyone who loses their phone is excluded from their account, it’s outrageous!
I recommend reviewing Authenticator! It should also include an SMS-email address verifier.
PLEASE BLIZZARD HELP MY FRIEND!
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hello. this authenticator is not good. please help my friend and other people in a similar situation. set up email authentication! i hope we don’t have to spend thousands of dollars on the game to get attention. @Blizzard
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hello. this authenticator is really not working good as it looks like. my friend’s phone was stolen, and he can’t recover his account, cuz on that phone was battlenet application , with authenticator. I’am with @Project19 , and I really understand what he feels now. please make e-mail recover option in this feature. @Blizzard
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I’ll wait for now. I was asked for details of the account, I have given the answer. From bank transaction to transaction details within the google play store, everything I could.