I gave my husband a new gaming computer for Christmas. He plays other blizzard games, but he’s been away from WoW for many years and we were both excited to get him back into the game. I downloaded the battle.net app on his new computer, but we’ve hit a snag trying to get him logged in. He still has one of those old authenticator dongles that they released years ago (during cata i think?) and hasn’t set up the authenticator app on his phone. The dongle ran out of batteries so he can’t provide a verification code to log into his account. I tried using the tool that lets you temporarily remove the authenticator from your account, but it requires an authenticator code to use. I tried putting in a ticket as well, but it says that they’ll contact him via his account, which he can’t log into. This really took the wind out of our Christmas excitement. Please help!
Firstly, your husband only can submit a ticket on his own behalf. This is done for security purposes. Secondly, get your husband to create a new BNet account and submit a ticket that way, including information for his original account.
Yes, we put in a ticket with the information for his original account, not mine. He’s not very computer savvy so I’ve been assisting him with the process.
Unfortunately, removing a security option like the Authenticator requires some steps. If your husband had SMS Protect set up on their account they could use that to help remove it, but it sounds like they may not have.
In that case, he’ll need to contact our Support staff to have it removed for him. He can start that process here:
He’ll enter his email address and then, instead of clicking the Text Message or Authenticator Code option click the blue box that says “Verify your account information”. A Game Master will get that ticket and likely send him some account specific questions.
He’ll want to open a new ticket (as outlined above), providing those answers as best as he can. Once those answers are verified our staff can remove the old Authenticator. Then you can set up the Mobile App and use that instead.