This isn’t for me but my friend that is trying to get her account info updated/phone number updated but has no access to her old number.
The website runs her around and/or errors out. She tried multiple options and nothing is helping her as it either says she can now log in which then wants her authenticator code that’s sent to get old phone.
I put in a ticket that says more.
US101159031.
She’s been at it for 3 weeks and still no response from Blizzard. She’s about to delete WOW and be done with it.
Unfortunately blizzard wont deal with you they will only deal with your friend shes gona have to figure out how to get a ticket in they will never deal with 3rd parties.
5 Likes
As Darthwraith has said, this is something that only your friend can do, and this is for strong security purposes. Sorry, but Blizzard won’t change anyones details on a friends behalf. You’re friend has to do this by herself.
If it helps, try and see if your friend is submitting a ticket in the correct location.
Also, try and get her help with some of the links within this article
4 Likes
While certainly appreciate, Canadiana, our staff will not be able to assist your friend through you.
Has your friend managed to put in a ticket? If so, do they have a ticket ID? If not, they should be able to use this: https://us.battle.net/support/en/help/product/battlenet/316/1467/solution
If they have an Authenticator or has SMS Protect/Phone Verification on they’ll see options to use those. They need to look just below that to the blue box that says “Verify your account information”.
Answer those as best as you can, which will allow them to submit the ticket. They’ll include the information needed, note if they need an Authenticator removed as well.
We should receive that and send them a response asking for account specific information. They’ll need to open a new ticket with those answers and the previous ticket ID.
Edit: I do see that she was able to create a ticket about 2 weeks ago and she should have received the reply asking her to answer the account questions. A lot of folks get confused at that point and reply to the email. That doesn’t go anywhere we have access to, the return address is a dead mailbox.
Have her submit the ticket as illustrated above and provide those answers there. We’ll hopefully be able to get the account back in her hands quickly from there.
10 Likes
This is what she said.
I tried that a couple times it still sends me to the battle net login page and it still asks me for the authenticator code. It sent me a code to my email. I put that in and it didn’t work. I put it in clicked and it directed me to the Battle.net login page and I put my email in on the Battle.net login page and click the login and guess what it said too many attempts.
Let’s check to see if she is following this, I have both SMS and an Authenticator on my account so this is without logging in.
I enter my email address and click submit. I get directed to the “We need to double check your identity” page.
Clicking on “Verify your account information” takes me to a page to answer an account question. I only had the answer to one of the questions so I just put “no clue” in the first box and provided and answer in the second, which takes me to “How would you like to get in touch?”.
I fill out my name, email address, phone number and description of the issue and click submit.
I then get a thank you page with the summary of my ticket as well as a ticket ID.
6 Likes
She got a GM to try to help her out.
Before that she was showing me through a video call of her entering her account name in a form that was asking for it and it said no account exists. 
UPDATE ---- since I can’t reply to myself here…
She got a reply but was marked as resolved which it isn’t.
#101178456
She says they removed sms and to install the authenticator but when she does it asks for the authenticator code. lol
She does NOT have her old phone so can’t get any codes other then sent to her email or new phone.
I don’t know why this issue is still ongoing with what a phone call prob would’ve resolve faster since the website is running her around in circles over and over.