Dont lose your authenticator

[Caelin-boulderfist (Caelin)]

Well there is a reason they give you the codes to remove it.

[Synful-dalaran]

I just told my brother to get a physical authenticator. This is such a headache.

He wants to play and get his fel drake and he cant.

He is waiting for a response in hopes they will remove the authenticator so he can attach his new one.

[Kavenyu-area-52]

@Edaneutral-skyfury

Why didn’t you just put a file with the restoration code in it on your computer.

@Chillproof-moon-guard

Copy the restoration code somewhere and it’s a non-issue.

@Edaneutral-skyfury

what’s worse is that the dude didn’t just copy the restoration code they give you.

@Warzug-mankrik

From what I remember, there’s a “restore code” in the background

Thank you.

Just screenshot mine and emailed it to myself just incase, didn’t know that was a thing.

[Caelin-boulderfist (Caelin)]

@Synful-dalaran

I just told my brother to get a physical authenticator. This is such a headache.

I don’t think they allow you to attach them to accounts any longer, if you hade one you are grandfathered in. I know they haven’t made them in a couple of years.

[Sorelai-wyrmrest-accord (Sorelai)]

I have my restore code stored in my password manager. However, if you have SMS set up you shouldn’t need the restore code for the mobile authenticator.

[MissCheetah-20268 (Mirasol)]

@Synful-dalaran

Blizzard used to have a support number you could talk someone and theyd solve your problem quickly.

That has been gone for over 10 years. People used to call in for everything under the sun, instead of for Account access and Billing. IF you could get in at all, wait time was often 2 hours on hold. Cell phones charge by the minute.

They now have tickets, Live Chat (when open) and used to do phone callbacks for some issues. They also have the CS forum which is an Information Desk to help people figure out how to best use the system so they don’t waste time.

They also now require ID most of the time to let someone have access to an account.

You did get a reply in CS telling your brother how to go about this.

@Synful-dalaran

Makes me not want to have an authenticator. You lose your phone and woops.

Not at all. You can clone your Authenticator to as many devices as you want. If you do a reset or get a new one just put the old Auth back on it.

To do that you write down the Serial Number and Restore Code somewhere safe. Then you can clone the app to a new device and get back into your account.

@Synful-dalaran

I just told my brother to get a physical authenticator. This is such a headache.

They do not sell those anymore. Any you find online would be very old, you would risk it already being attached to an account, and the battery life on them is 7 years. They have not sold them in around 4 years now so there are no newish ones.

Further, to attach an Authenticator these days you need a valid phone number as well. They now allow some pre-paid services in addition to contract phones, but no VOIP.

[Synful-dalaran]

He (my brother) cant do anything.

He is locked out of his account. Literally and is waiting on his ticket.

He is missing out on launch.

[Warzug-mankrik]

@Sorelai-wyrmrest-accord

However, if you have SMS set up you shouldn’t need the restore code for the mobile authenticator.

True. But when someone like the OP loses their phone, SMS messages obviously can’t be accessed (the physical phone is either missing or broken/frozen up/not working)

That’s why it comes in handy to have a copy of that hidden “restore code” from the app (ideally stored in a safe place/where you can easily find it)

Probably too late for the OP’s situation, but a good practice for lurkers/readers to learn about

[Cur-proudmoore (Cur)]

@Synful-dalaran

I just told my brother to get a physical authenticator. This is such a headache

I don’t think you can get them anymore. Mine literally has Starcraft Ghost promotion art.

[Synful-dalaran]

He knows i told him all of that.

We are playing the waiting game now.

This launch is a bust for me and my brother because he cant play.

[MissCheetah-20268 (Mirasol)]

I am sorry to hear he had not tried logging in before today. Hopefully they can get to it in a reasonable amount of time.

As long as he has the proper documentation attached they should be able to help him. Not sure how long, but lack of access is a higher priority than several other things.

EDIT

This is usually what they ask for.

Providing Government-Issued Identification

Check file size and format to ensure it can upload correctly. If he wants, he can edit his ticket to attach it before he is even asked.

When done with the ticket it gets deleted. All personal data is handled in accordance with CA state and Federal Personally Identifiable Information laws.

[Pepperbottom-duskwood]

It’s only a problem if you lose your number, too. I didn’t have my phone with the authenticator anymore and couldn’t get into my account. I clicked “can’t sign in - authenticator problem”, or something to that effect. It sent me a text message to the number associated with the authenticator and then I was able to remove it from the account.

The ticket route was going to make me send in photos of licenses and bills and stuff, in addition to the wait time.

[Sorelai-wyrmrest-accord (Sorelai)]

@Warzug-mankrik

But when someone like the OP loses their phone, SMS messages obviously can’t be accessed (the physical phone is either missing or broken/frozen up/not working)

I guess I just assumed they would have replaced their phone as soon as possible, if it was truly lost and not misplaced. I can’t go without having my phone for a long period of time. I don’t have a landline phone in the house.