Authenticator doesn't work

Support Technical Support
1

Based on a problem I was experiencing connecting to the game, I detached my authenticator based on some advice in one of the support articles. I can’t get it reattached. I’ve tried everything in all the below support articles but none of it works:

When I tried to reattach the authenticator I couldn’t because it relies on sending you a text message to confirm your identity. Some switch was clearly flipped on the backend when I detached my authenticator (e.g., Send text messages? [NO]) that now prevents Blizzard systems from generating and/or sending text messages to my phone number. (Note, prior to this I had no problems receiving texts from the authenticator and I still get text messages from everyone else: my bank, Microsoft for logging in at work, delivery services, etc.) In the course of troubleshooting the issue, a support person removed my phone number from my account. I can’t add it back because it too relies on sending you a text message to confirm your identity. So now things are worse because I can’t even associate my phone number with my account again.

I asked multiple times for someone to provide me with an authenticator restore code and no one responded to my query for that. I asked to be walked through doing a fresh install/config of the authenticator and no one responded to my query for that. I begged support to not forget the origin of the problem: the authenticator, but they never responded to any of my questions about the authenticator, its configuration, the detach/reattach process, etc. The only troubleshooting/help that occurred was:

  • to be asked to send my phone bill which I did
  • to remove my phone number from my account and ask me to re-add it, which I tried
  • to contact AT&T which I did

Can someone please work with me to get this resolved?

2

Have you tried enabling SmS on your account?

1 Like
3

Yes! And now that my phone number is removed and I can’t add it back because to do so, it would want to confirm my identity with SMS.

To add a phone number you have to be able to receive SMS from Battle.net. To add phone notifications, you have to be able to receive SMS.

4

Contact customer support. It will take forever but I assume that eventually they will get back to you and ask for more I.D and sort it out from there. Kinda like when my account got stolen a very long time ago.

5

What kind of phone service do you have? And what kind of phone?

Maybe the answer might be to get a temporary burner number and once you have it working there, switch it to your working number and turn it off. If your phone supports multiple SIMS like an eSim you might not even need a second phone.

6

They flat out refused to finish resolving this. Said I needed to get AT&T to help me.

7

That is not a bad idea! Thanks!

8

I’m having the same issue! I am scared to get locked out. I have my authenticator since 2011 if that helps. OK, it works sometimes. IDK if I will get locked out.

9

Trashboy, I can still play. It’s just that the authenticator doesn’t work.

And I’m really glad to know I’m on the only one with this issue!!

10

i cant find my authenticator its been years since i played i would like to use my main account again but its so hard to get an email or phone call from blizzard its crazy. i need it removed i have access to my email. can someone help me plzzz

11

Blizzard told me they don’t call us anymore. I never got email from them. I miss the days when a GM would get on chat with you and help you with the problem and it would be fixed in a jiffy. But then Activision bought them out and that stopped.

However, still there are 2 of us on this forum that have asked for help and no support person has responded… Why hasn’t support answered the questions on this post??

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