I bought my wife a new laptop and convinced her to come back to the game (she last played MOP). We are trying to access battlenet via her account information (or what we think is her account info) so we can download WoW and play together. She also has a authenticator on her account (the old style, the physical token). We we try to access her account, it prompts us for a autheticator code. When we provide the authenticator code on the token’s screen we receive a “Invalid Code error”.
On the website, when we select the “remove authenticator” option “because its preventing us from logging in”, we are asked to provide a authenticator code, but of course the codes are invalid … this is a circular problem.
Again this is my wifes account. We would submit this topic under her account … but alas we cant access it. Little help would be appreciated
She’s able to submit a Can’t Log In ticket without being logged into her account. She just needs to provide proof of identity to verify she’s the one trying to access it.
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Sorry to hear she’s having trouble, Jazzune. It sounds like the Authenticator is out of sync due to how long it may have been since she last logged in.
We should be able to remove it for her so she can log in.
She can put in a ticket using the Remove Authenticator option, keep in mind since it will try to use the self-help option she’ll want to use “The email address on my Blizzard account was changed, or I don’t remember what it is.”.
That will allow her to attach ID verification. Be sure to save the Ticket ID number for reference.
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when you click on “Remove Authenticator”, on the support page, it prompts you for the account email address. The next page titled “Security Check” asks you for a authenticator code …
Right below that in text it should have a link for “Submit ticket with image of ID”.
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so, I had submitted a ticket using options because the email address on the account hadnt changed and we do remember what it is.
I followed you instructions above and get a error that says “you cant submit this ticket. You already have the maximum number of active tickets”.
It looks like she already has two tickets in, Jazzune. Those are waiting to be addressed.
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We are in!!! Thank you !!!
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