My friend has been locked out of her account for over a week with authenticator issues. She has followed all of your steps and has reopened tickets and has continued to be locked out of her account. She can’t even log onto the forum to ask for help of because of the issue. She would like the authenticator removed until you fix the issue.
Her ticket #s are
107692267
107774812
How is she submitting the information requested?
through help tickets
No one will answer you, they will work with her through the help tickets. Not something you want to hear, I’m sure.
May I suggest her to make a second Battle Net account, just to make ticketing easier? You’re absolutely allowed to have multiple, the personal info just has to match/be accurate.
Was she able to log in even for a few minutes so she can remove the authenticator?
needs an authenticator to login to remove the authenticator. It’s stuck in a protocol loop. The original ticket did successfully remove the authenticator. Then the GM said she needed to reapply the authenticator for security… that then remanifested the problem. Then the next ticket asking to remove the authenticator was picked up as a repeat and they said the issue was resolved. So now she is stuck in a loop.
She can certainly ask for it to be removed again, but it is much better to have one on an account.
So by authenticator, is she using the phone app authenticator? I am really not quite sure how it would not be working, and if there was a problem, I suspect it would have fixed itself when it was setup again. She isn’t using one of the old key fob tokens is she?
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