So my friend still can’t get proper help in fixing her issue regarding authenticator with an old phone number. Tried to update the old thread but you can’t rely to what you made. Which must feel like what she’s been going through.
Previous thread made.
She did get a support response but it keeps wanting the authenticator code from her old number. Sms was supposedly removed as well. It also tells her too many attempts on her first try of the day after a few days of not trying as well.
Only your friend can submit a ticket in relations to her own account for Game Masters to help to try and remove the authenticator. Nobody here can do anything for them on anyone’s behalf.
Try logging in when you have no access to your authenticator because it’s on your old phone and you can’t get it on your new phone because it thinks you still have access to it.
The website is just the same. It didn’t help that it says your email doesn’t exist which is the same used for your account name. Which other pages accept.
They should submit a new ticket and ask that the authenticator be removed from the account.
Yes, and imagine hackers wanting an easier way to gain access to someone’s account. No, I am not accusing you as being a hacker, just using it as an example. There is a reason why Blizzard can not assist your friend through you, she’ll have to deal with this herself. This was mentioned by Vrakthris previously in the other thread:
Try with the support articles linked in the thread, and the advice given by Vrakthris in that thread for your friend to try. Even you can look through Blizzard support to find articles that can help her too.
Sorry, but nobody here can help her through you, including any Blizzard staff.
Have your friend follow the steps in this support article. Specially the part that says " If you can’t log in to your account, we can help you remove your authenticator."
Multiple emails sent and no replies on any of them. She should’ve had this resolved in less then a week.
It’s ridiculous it’s still an issue for her when a call would’ve solved this issue for her.
Seems like noone understands that the links given aren’t working properly for her, it could be user error as well but after trying some and getting nowhere as well I would also say it’s the system needing work as well.
Is she replying/sending message to the Do Not Reply email? If so, that’d be why. They don’t do contacts via email, the email is just the a receipt.
If she did that then that is an issue. The email says “DO NOT REPLY” for a reason.
To continue a ticket conversation, the person needs to open a new ticket, reference the first ticket number, and then put the information Blizzard requested.
Do not use email
She does make a new ticket each time, she also adds on the old ticket number. I think it’s her email in the system that it doesn’t like it and thinks it doesn’t exist.
Just like one of the support links that also says that when to enter your log in username (email).
I feel like we’re getting some misunderstanding here in relations to terms use and the system.
Where is your friend putting a ticket in?
Are they using a new battle net account?
Are they using the email they have as a means to talk/interact with the staff?
Did they get a new ticket number when they put one in?
She should make a new bnet account with all the same info and use that to put in a ticket refrencing the account in question
Name, address, phone number. NEW email address, as those can’t be used for more than a single Battle.net account. The new address should be used ONLY for this Battle.net account and nothing else, and preferably secured with 2FA (Gmail and a Google Authenticator, for example).
Due to what looks to be a bit confusion, this might be the best bet. They will need an alternate email to work from.
Although it’s great you want to help your friend, having a middleman only complicates things.
With a new account, your friend can do all the communication themself directly. And they will be able to use the ticket system only, instead of tickes and emails.
She made a new account and put a ticket in but had no response (shocker).
The can’t log in link/page is useless to her since the first and 2nd option doesn’t apply to her.
The 3rd option just tells her too many attempts even after attempting one time.
The 4th option is. She can log in up to the point of it asking her for the authenticator code (which she has no access to since it’s on her old phone)
I suggested she try cancelling get payments which bliz is still gladly taking but she can’t even do that cause it wants the authenticator code.
She’s upset now cause this issue that should be easily resolved by someone at support that can help rather then ppl posting links that aren’t able to solve the issue.
Not to mention she is prob going to miss the 20th anniversary event now, be the first one in 15 years.
Is she able to post here, on her new account?
The Blizzard staff aren’t going to communicate with you, but if the information lines up they may communicate – albeit in a limited manner as this is a public space – with her.
To clarify, this isn’t going to be an avenue through which she can have the authenticator removed, but they can potentially walk her through some hang-ups or clarify steps.
Keep in mind coverage is sparser on the weekend/after hours.
I told her she needs to be posting here since it’s her tickets but she’s old and not very tech savvy.
It’s ok that she needs an actual person to verify her and such but the issue still remains after.
She even lives in the states but yet never had that option for a live support.
I saw a post from 2019 about a similar issue but that guy must of got it resolved. Prob back when support was more helpful and not copy and pasting support links and closing the tickets like they do now.
To be frank, nothing will be able to happen over the forums, let alone when it comes to account help like this. No, being on the phone won’t make it happen, they’d still need to give proof as they don’t take people word for stuff. No, what you may read doesn’t apply now, or make what you want happen.
Support hasnt changed still answered by genuine 100% real people just have to be patient. They use templates.
Talking to someone and telling them that so and so isn’t working would go miles further then someone responding with the next step (which was already done a few times) then closing the ticket and someone else reading the new ticket and pushing out the next step. All of which taking 1-7 days for a response.