Looking for assistance in getting back into my original account.
Submitted multiple tickets, one response was that not enough information was provided. The other I asked after other methods of verification and was sent back the template asking the same questions.
#92639235
#96830896
Issue is that the requested information is either too old to remember, beyond the bank retention period like transactions made in 2020, or not applicable like about Hearthstone.
If the information I do have available is not enough than what is the next step? Am I not able to either get some sort of verification through text or send off a copy of an ID anymore?
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So when u go into accountmanagement/security and click autthenticator u dont get the option to remove or detach authenticator. Provided u do have the mobile bnet app installed on ur phone.
This is a new account. The original is still tied to an authenticator I no longer have. I have no access to any account settings. I thought the problem would sort itself out after they put out that legacy authenticators would be detached after Jan. 5, but after a few weeks it’s still asking for a code, and I have not received an email for a password reset.
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The only thing that was deactivated/retired was the old Authenticator App. Anyone who still had the old keyfob authenticator attached, whether working or dead - they would be unaffected by the January 5th cut off.
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I actually know what you mean, but don’t know where they are in the process, but since you did not get a password reset yet it probably means you have to go through the old method.
Likely given the time our local mods are probably offline and won’t be on again for a while, at least until 11 pacific tomorrow, so if they can clarify it will not be until tomorrow.
I had hoped there would be a support article to point to, but it is not avaliable that I can find.
If you had SMS text and phone notifications enabled, you would have already been given the codes enabled. They rarely ask for ID, but it may be an option, it just is not the go to ask anymore due to privacy rule changes globally.
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My assumption was that those emails would go out in batches over time, but after a month I got the feeling that any pending tickets on the associated email address might be hindering it.
If you ask your bank tgey could provide a copy of the transaction they are asking about. Possibly if they email statements you could find it that way.
Bank records are typically recorded for a while yet but typically anything beyond 3-7 years is a massive pain to try and get depending on the organization and even then why does it make sense to expect him to jump through the financial system hoops to get his account back.
Because Blizzard needs proof that the person requesting account access is the registered user of the account. This is not the only way to prove it, but one of the ways Blizzard will accept.
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There is a form of questions one can answer when trying to provide proof of ownership, transactions is only one of the questions in that form, I am not sure what the rest are.
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Only talking 4 years at the max and most banks will give little trouble providing this information. You just have to go ask, Possibly at your local bank branch.
So, I know the person that posted this… I appreciate your response… but I can honestly say I’ve watched him do this already and its not helpful.
Its an infinite loop of responding with answers in a new ticket with the last ticket number attached as he was asked to do by support… And Supports answer… is to then ask the same questions again and again instruct him to attach the answers to a new ticket with the last ticket attached.
And regardless some of the questions are just impossible for him to answer.
For example, his account is old… he doesn’t have his game key from when we were in highschool… over a decade ago.
But he’s had the same phone number attached to the account for a very long time. And that’s why he was hoping they could use that established information to send him a code. But he only gets responses like this… ‘please answer these unanswerable questions, and we will proceed to ignore the answers you try to provide’
Blizzard stated that they would remove unmigrated authenticators (the old app) after the January 5th deadline… so I think his expectation that they would… remove the authenticator after January 5th is pretty reasonable.
He still has the same email, he still has the same phone number… the only thing he doesn’t have is the depricated authenticator app which is supposed to no longer be valid or attached to the account anyway… it doesn’t make sense that there should be Any hoops to jump through.
I can’t speak for what their procedures are, but to me, this would seem that the answers may not be lining up.
Exaggeration aside, if he cannot answer the questions, then there’s really nothing Blizzard can do. These policies are in place to prevent unauthorized access to an account. Using information that’s rather easy to social engineer, or information that’s likely publicly available, is not keeping the account secure.
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Again as I stated above. The mitigation was for the standalone Authenticator APP. Not the old keyfobs. Absolutely nothing changed with them save for the same warnings that have gone out for several years that to keep them on when they were past the recommended battery life was a risk.
And while it can be appreciated that you want to assist your friend, they won’t deal with you or you vouching for him. Blizzard has their protocols they have to follow. What they ask for is far from unanswerable. I say that with my original boxes sitting a room away, where they sit on a shelf.
The GMs have to follow the rules laid out for them so that accounts are protected. Period.
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again… the authenticator is supposed to be removed by now… (its not the key fob) …he can use his phone, he can use his email… he still has the same state issue id information… why cant they use any of those things?
Is knowing what hearthstone pack you last opened (when you’ve never played hearthstone) more valid than an id? or a email? or a current phone number?
So, what is the point of a Customer Support forum if the customer support is a just a bunch of strangers?
Blue posts on the matter.
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this is for the app… not a keyfob.
He Does Not have a Physical Key Fob
You agree with me.
I’ve bold the part from the welcome sticky.
The forums isn’t a bypass to the ticket system, much less for something related to this. The blues here have no power over this kind of thing.
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It’s to help point people in the right direction and is moderated by our amazing Blue posters, who are indeed Blizzard employees.
Your friend needs to answer as many of the questions as they possibly can. It may be possible for them to use ID, but there are many privacy laws now related to the handling of ID, and as such, they prefer not to go that route anymore.
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