I can’t login. Battle.net is asking for old authenticator, which no longer works. I can’t remove it because I can’t log in to the website without the authenticator.
I also can’t install the new battle.net app because I need… you’ll never believe it… my old authenticator.
I can’t SMS recover anything as the # in my battle.net account is attached to an old phone out of service only connected to WiFi.
How can I get in contact with somebody? I don’t want to wait 4 days for an automated response telling me to log in to the website LOL. Please somebody help.
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As you can’t access SMS to verify, your only option is a ticket.
These systems are put in place by Blizzard, but it’s up to you to keep your details correct and updated.
The article below outlines steps and process.
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The old authenticator app should still work. It’s not been disabled yet that I’m aware of.
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I mean the whole point of this post is because it quite literally does not work.
@Nephe is it also my responsibility to make sure that Blizzard’s Login App works correctly? My bad, you’re right. It’s blizzard. I 100% should have expected their app to fail and leave me stranded. My fault
Edit: Also tried restoring the app, obviously a big mistake. Serial number and restore code failing. Guess I’ll just send in a ticket to cancel my sub. I’ve had it with these money-suckers
So Blizzard is to blame for you not keeping your information, and by default your security, up to date with the most recent phone numbers and such. Then throwing a tantrum and ending with the threat to unsubscribe. We never see that here, ever.
Now, if you actually would like some assistance - when things do actually work just fine? Admittedly, trying to get around the authenticator dance can be a bit tricky (mind you, if you had kept things current, it really wouldn’t be) like in your situation. But it is still doable.
Go here:
https://us.battle.net/support/en/help/contact/1449/ticket
Submit your ticket, explaining you’re caught in that loop of an old phone number and unable to remove and re-add the new authenticator.
Once you get a ticket in the system, just so you’ve got a place in the queue locked, I would go back to that link in a bit, and keep an eye to see if/when Live Chat becomes available. You may have to refresh the page when you go to check, but I would try to Live Chat. They can get work with you to get things fixed up.
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I tried to reinstall and did notice issues in setting up. Also the stand alone I have on my iPad is not in sync. But I migrated much earlier on Android much sooner with no issues, according to the article you should still be able to use the old app for a bit longer, and it’s still on the Google play store.
Mine did send an SMS code during the install and setup of the old authenticator app, so you probably do need service or it won’t work. If you can get a text code, then you probably won’t need to submit a ticket to remove the authenticator, and you could setup the bnet app with new serial number and restore code.
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The only method of contact for something like this is through our Support Tickets, Skunkful. We cannot help remove the Authenticator or update your account information through the forums.
Current wait times are well under a day for most high priority issues, usually measured in a few hours. If you receive an automated response telling you to log into the website, then it is more than likely you used a generic gameplay or account category.
You should receive a series of questions that allow us to verify you are the registered user on the account. You will want to open a new ticket with whatever answers you can provide while referencing the original ticket ID (Do not reply to the email you receive as that goes to Noreply@blizzard, which as the name states, won’t get a reply).
You can start the process here. As you mentioned, you can’t receive the SMS/Phone notifications so you’ll want to click the blue box that says “Verify your account information”.
Be sure to mention that you need to update your phone number in addition to removing the Authenticator.
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This is unacceptable. You moved 2 factor authentication to the Battle.net mobile app, now it’s broken for people using it. It’s broken for me as well when it comes to 3rd party API calls that leverage this service. Customer support won’t be able to help with this obvious technical issue. “Oops something went wrong” is the error message I receive on the Battle.net app for Android.
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I understand you may be having an issue but the course of action to take is not to create new threads or continually bump others.
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