I can't log in. SMS/Auth Issue

Support Customer Support
1

I can’t log in. I could three days ago… If I want to log in using Battle.net app I have to confirm my identity using a code sent by sms or use my Authenticator.

I moved to Australia in July last year.
I no longer have access to the phone number attached to my BNet account.
To change the phone number attached to my BNet account using Blizz web page I need to confirm my identity using the code sent by SMS or to use the Authenticator.

My Authenticator is connected to my EU BNet account. To use the Authenticator with my US account I need to reset the Authenticator and connect it to my US BNet account.

To connect the Authenticator to my US BNet account I need to confirm my identity using the code sent by SMS or to use Authenticator…

Is this Insane Asylum?

How can I verify my identity then?

2

You can submit a ticket without being logged in, but you will need to submit ID to prove account ownership. Once you do that, the GMs should be able to get you squared away.

4 Likes
3

I’ve tried that way.
The help system asks you to choose topics and no topic shown covers my problem.
After choosing all possible choices there is no option to send the ticket.
Just the question: Did that page solve your problem? Y/N
I can’t choose Yes.
If I choose NO… they repeat the topics i.e. how to change the phone number attached to your account.

4

https://us.battle.net/support/en/help/product/services/316/1467/solution

This is your ticket option, though it sounds like you’re just perusing the knowledge base instead of trying to open a ticket.

3 Likes
5

How nice…
Do you know where that link leads to?

I can’t attach the screenshot, you know…

© Support Home > Contact Support > Account, App, & Shop › Update phone number › Web Ticket › Account Verification

We Need To Double Check Your Identity

Select one of the methods below to verify we’re talking to the account owner of PEJEZIER******

WHAT I AM PERSUING NOW BROWN COW?

6

Yes, and then?

Since the crux so far is that your phone and authenticator aren’t viable.

5 Likes
7

If none of that works, try going to that link while in an Incognito Tab.

2 Likes
8

I only have two options. SMS and Auth.
No email option.

9

Here’s the thing though, if it is giving you the option to use your authenticator, that means there is still an authenticator attached to your US account. Otherwise, that option should not even show up.

I think you might be better off going the route of removing the authenticator to help you restore access to your account. You should have the option to “Verify Your Account Information” using the following link:
https://us.battle.net/support/en/help/product/wow/181/936/solution

3 Likes