Someone attempted to hack into my account earlier today and I only barely managed to keep them from changing my password. Unfortunately, I am only logged into this right now. My phone number has changed since 2014 and I don’t have the answer to my security question. This would be fine, if any of the security codes sent by email worked, but they don’t. I would like to be able to resolve this issue and login on battle.net properly so I can fully secure my account.
Do you have a authenticator.
I don’t have an authenticator.
That would something that should be done as soon as you created a wow account mobile authenticators are your only option but there free from the app store the other thing you need to do is secure ur computer by running any virus/malawar scanners asap then sooner you get authenticator and free of any malaware the better.
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Bold of you to assume I hadn’t done a scan already. My computer is secure, but my Bnet account is not.
For clarification, I wasn’t looking for answers on what I should have done. I’m looking for an answer from a GM on what to do about it now, or maybe some insight as to how a fresh email security code wouldn’t work.
You never said you did anything of the sort I told you exactly what any GM or blue wouldve of said
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You need to file a ticket to get a GM answer. There are no GMs on the forum.
If they are time-sensitive then they could be delayed in the email system and time out before you use them.
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Hello Veyati,
I understand you’re a tad frustrated right now, and would like to ensure your account is secured. Please keep in mind that we have no way of knowing what you’ve done without you explicitly stating so. 
At any rate, my only suggestion is:
- Explore the support site - this may require online chat or a ticket.
[edited: misunderstood original post]
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The emails don’t end up in the spam bin, they show up as soon as I try to login with my password and it prompts me to use them. I use them within seconds of getting them. They don’t work for some unknown reason.
Blizzard’s support system is labyrinthine to someone who never uses it, because I haven’t really needed to until this point. So, where exactly do I get to online chat to have a live discussion about this issue? Do I have to be logged into BNet to do that? A ticket is a nonstarter because this is kind of an urgent issue and I don’t trust a support ticket to get answered before this issue is somehow compounded.
Account comprimses tickets are a higher priority then others.
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I’m aware of that. I’d much rather talk with somebody live to work out this weird corner case that isn’t covered in the troubleshooting pages they already have up.
If you can log onto the forums and acess account management then add a authenticator like right now you realy cant wait on that kinda thing authenticators can prevent account hacking by 99%.
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I was already logged into the forums prior to this incident. I cannot access account management without logging into BNet proper, which it won’t let me do without a functioning security code.
Though, I now have the sneaking suspicion that the captcha system is horrifically malfunctioning and not the codes they’re sending by email.
The thing is right now there is only a small window of time that live chat is available due to Covid, most everything is handled via ticket. Posting here isn’t a way to circumvent that system as this is customer support, not customer service. Put your ticket in and you’ll just have to wait until it is your turn in the queue.
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Account, App, & Shop > Account > Not listed here > Contact Us
https://us.battle.net/support/en/help/contact/322/ticket
Normally I’d suggest Live Chat but, with the pandemic, the hours are highly constrained (noon to 2pm PDT).
You could file a ticket for now, and attempt the Live Chat tomorrow.
I’d simplify the request. e.g. “The e-mailed security codes do not work and I cannot log into the account manager. I do not recall my security answer. I wish to [thing] because someone is attempting to compromise my account.”
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If the phone number on the account is out of date, the only way to remove it in order to add a new one would be by submitting a ticket. As others have mentioned, Live Chat has very limited availability right now but you can still go through the support website to open a web ticket.
If you’re unable to login to the support site, and don’t have a way to verify via text message right now then you may need to attach a photo ID to your ticket for account verification purposes.
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Never mind, got an answer somewhere else.
The answer was, “Captcha is a piece of crap. Wait until it stops requesting a captcha, and then try”.
So I did, proving that I do remember the answer to my secret question, and also that captcha cannot be trusted.
Thanks for all your help though. If I have problems related to this in the future, I’ll refer to these notes.
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Still get a authenticator when u can we cant stress that enough.
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Recently did. Thank you for your concern.
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