How to get live support?

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1

My best friend hasn’t played the game in a while and no longer has the phone or phone number that was associated with their Blizzard authenticator. They submitted a ticket to remove the authenticator and got the following response:

“Unfortunately due to the amount of Blizzard Balance on the account we’re currently unable to remove the authenticator. Please reach out to us over a Live Channel so we may discuss further options.”

There was no link for a Live Channel and we could not find anything on the Blizzard customer service website regarding a Live Channel. They then submitted another ticket and got the following response:

"We’ve received your request to remove your authenticator from your account. For your security, we do require all accounts with significant Blizzard Balance to have an authenticator attached.

To continue with the removal, we need the serial number of the new authenticator you wish to add to your account. If you’re able to log in to your account, please reply to this ticket with your new serial number here: https://battle.net/support/ticket/status

If you cannot log in to your account, please submit another ticket with your new serial number here: https://battle.net/support/help/product/battlenet/316/977/solution

For more information about authenticators, see our support article here:"

How can they provide a serial number when they cannot setup a new authenticator? This has been extremely frustrating and discouraging to the point that they are ready to give up. Why is it so hard to receive proper help? How can they resolve this issue?

2 Likes
2

The following option should work for your friend:
https://us.battle.net/support/en/help/contact/187/ticket

Note that Live Chat seems to be unavailable currently (at least for me it wasn’t open) and that’s likely due to ticket volumes. Your friend might just need to keep an eye on it to see if it opens up :wink:

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3

Thank you for the link, we’ve tried that page for a few days now during the live chat times and we have never been able to select the live chat option until now.

4

There is a way to provide a new serial number I think. Does your friend have a device that can DL the Auth app? If so, download it and go into the Restore portion of the menu. Write down the restore code AND the Serial number.

That is their new Auth and can be put on as many devices as they want by simply Downloading the app and using restore (code + serial number).

Provide that new Auth Serial number on the device they have, to Support.

What Support will do is swap out the old Auth for the new Auth for them. That should then let them use the Auth on the new device to access the account.

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6

3 Years Later

You might want to start a new thread, and explain what the concern is you are having.

Note, live chat is not currently available due to not normal wait times, which is why you might not be finding this as an option.

3 Likes