Authenticator - No Response on my ticket

Support Customer Support
1

Hello,
I have been locked out of my account because I had to get a new phone. It’s been a week since I contacted Blizzard support over my Authentication issue. I’m trying to get onto my main account and have asked to have the autheticator removed as I no longer have that phone or phone number. Please advise me on what I can do. I have responded to your questions and have submitted multiple tickets. It’s pretty bad that I can’t even speak to an actual human being by phone or text. I’ve even submitted purchase history for your review. I understand security is important but I feel this is really extreme.

Issue ID# 92571873

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I’m not sure purchase history is something they use for authenticator removal. They usually ask for ID.

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I’ll giver them photo ID if they want it. Would gladly do that.

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Can you attach it to your open ticket?

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You should probably check the e-mail attached to the account as that’s where they would have sent the instructions for removing the authenticator.

The info they are likely to ask for would include ID and the answer to a few questions, but those would then be placed into a ticket with a reference to the original ticket number.

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That’s recently changed.

We’ve moved away from IDs whenever possible, did you get an email with a list of questions?

You responded by opening a different ticket, not to the email?

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Live chat might be avalible at times, but can be quickly overwhelmed, it would of course be ideal when it’d open, but shouldn’t be necessary if you reference your past ticket in the new one.

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Yea, I have checked my email, no response on my ticket. I’ve also followed the instructions for removal. They just won’t get back to me. The tickets also seem very cut and paste not a real person but system generated.

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Usually a template is used. My guess is it wasn’t automated. Did you check your junk email?

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You’re probably right. It’s just really frustrating. I couldn’t control the issue with my old phone.

  Yeah, I checked my junk mail. I currently have three active tickets on the issue.

My hope is a GM responds to this post.

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Unfortunately, there are no GMs on the forums. FOr this particular issue, you will need to stick to your tickets.

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Well, they don’t make it easy anymore to reach someone.

Guess I’ll just wait and hope someone gets back to me.

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I didn’t see this question that Kozzae asked answered, pardon me if you had.

Did you reply via ticket/opening a new ticket or via the email? The email Blizzard uses is not monitored and any replies sent to there will never be seen.

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We did respond to this ticket on the 17th with a list of questions.

The answers to those need to come back in through another ticket, not a reply email.

If you haven’t seen this - on the email registered to your account, check your junk and spam folders.

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it said to copy and paste the questions from the ticket and reply. I did exactly as asked. Is there some other way to respond to a ticket. I’ll gladly give you what you need. I cannot log into the website on my account because IT WANTS MY AUTHENTICATOR! I no longer have that phone or number.
I can only reply to your ticket through email. Lemme show you. I can’t even log into the website.

   Dear thomas,

Issue ID: #92571873

A Game Master set the status of your ticket to “Need More Info”, and left the following response:

Hello there Thomas!

I’m Game Master Ihrexfevho and I will be assisting you today!

Sorry for the delay, we are experiencing an influx of tickets, and we’re trying to get to all of them, thank you for your patience and understanding!

I can see that you’ve lost access to the currently linked phone number in your Battle.net account. I understand that this can be quite the pickle. Let’s look into this together.

After my investigation, I can see that the account does indeed still have a valid phone number and . For us to be able to remove it on our side, we will need to confirm ownership of the account, so that we can follow with the rest of the process of removing the current phone number.
Keep in mind that should we remove the phone number, and you decide to add a new one, it must be a number valid in the country your Battle.net registered in, and it must not be prepaid or VOIP, must be a postpaid.

Before we proceed, we’ll need to verify some account information with you. ​

Copy the entire section below and paste it in your reply to this ticket. Do your best to fill out all the account information below on each line—take your best guess if you’re not sure.

If you have any additional questions or concerns, let us know and we’ll be happy to assist as much as we can. We look forward to hearing back from you—until then, take care! ​

I answered the questions in a response by email. Not sure what more I can do at this point.

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Answers need to come in through a ticket - not in a reply to a donotreply email.

Blizzard Support - Contact Support (battle.net)

And for goodness sakes, a public forum is the LAST place you should be sharing information that is sufficient to claim your account. Just sayin.

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As mentioned by Orlyia and several others above, replying to the email went nowhere-- those emails come from a noreply address.

You’d need to copy-paste that part into another ticket.

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Okay, I’ll try to submit another ticket with the info in it.

       I thought it was an email response , not a ticket response. Would you need a copy of my I.D?
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Usually not, Puskab. We rarely need those any longer unless there are major questions about who is trying to claim the account.

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Yeah, I got it. Thanks for your help. I’m going to try and respond with a ticket.

Thanks for your help, Ekon.
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