Generally speaking, this is true. However, our support systems have evolved over the last few years so there may be situations where an automated ticket system fails and the ticket is canceled.
For example, if you try to use a self service tool to remove the authenticator but it stalls or you close the window before the service returns a “Approved”/“Denied” response then the attempted ticket will get canceled. Similar issues can happen with other self service tool like the Stuck Character webform - that’s technically creating an automated ticket.
Blakkbiird, it looks like you may have been attempting a self service authenticator removal ticket from your current account but since this new account isn’t using the authenticator it may be causing the self service tool to fail.
If you haven’t done so already, log out of your Blizzard account and use this link to submit a ticket:
https://battle.net/support/help/product/services/316/977/solution
You may be prompted to login, but it’s not required. You’ll be given a form to provide the email address of the Blizzard account that has the Authenticator. Then you’ll be prompted with some different verification options. Those may include:
- Text Message verification: If you have Blizzard Phone Notifications setup on the account, you can use a text message to remove the authenticator.
- Authenticator Verification: If you still have the authenticator, you can use the code generated to remove it (I know you don’t have it in this case, this form just provides the option in case a user does)
- ID verification: If you do not have phone notifications, or the authenticator then you can submit a ticket with an image of your ID to serve as verification.