Authenticator Issue

Support Customer Support
1

Evening all,

I have the mobile authenticator on my account, i did not migrate from the old app to the battle.net app (i stay logged in so it never asks for authenticator). Today, I turn on my computer and it did not automatically log me in as usual. When i went to log in, it asked for my authenticator but the old app doesn’t work anymore. I go to the support article and it says to download the battle.net app, which i do.

The battle.net app is asking “Check your Authenticator for request XXX” and wont let me do anything else. The support article says
“When migration becomes required on January 5, 2024, users who have not yet migrated will have their old Authenticator removed from their account and will receive a password reset to their registered email inbox.”

The authenticator was not removed from my account and i did not receive an email to reset my password. I do have a ticket in to completely remove the authenticator but i’m checking here to see if im doing something wrong or if its bugged out. Any help/insight would be appreciated while i wait on my ticket.

2

You will have to submit a ticket to have your Authenticator removed, then you can set up a new one using the battle.net app. Sorry I missed you had a ticket in. That is the best route of action.

3

They have a ticket in.

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4

Thank you for your replies. Does anyone know average wait time on tickets?

5

1-2 days ignore what its telling u thats the oldest ticket in que.

6

Tickets like this can be prioritized as they would like to get you back in the game. However first they may want to verify identity before the Authenticator is removed.

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