I got a new phone, and before I got rid of the old one, I forgot the remove the authenticator attached to it. Now, with my new phone, I’m trying to login, and it’s prompting me to use the authenticator, but since my new phone isn’t set up for it, I can’t use it.
On the website, I’ve tried removing the authenticator, which passes me to a security verification screen, which, though I successfully complete the task, returns an error that cannot be bypassed. There is something wrong with the verification screen on Blizzard’s end.
Now I’m stuck without access to my account or the game itself. And of course, it’s a national holiday in the US, so I don’t know what to do. Can anyone help?
That’s the problem. I can’t submit a ticket. I’ve tried clearing my caches, using a different computer altogether, and I can’t submit a ticket; there’s no “submit” button, just a bunch of suggestions, “have you tried…?” etc. It keeps giving me suggestions that don’t help, and there’s no way to fully submit my comment.
The security error reads:
Something went wrong on our end
An error has occurred. This may be a temporary error, so please try again later.
This is the roadblock. It’s a vicious maddening circle.
I’m hoping that if I’m wrong about the following, that @Vrakthris will let us know.
The option that I think might work is the completely anonymous version where on the following link, you click the box that says I don’t remember my email etc.
Is it the same number? You may be able to get a code using the SMS notification option.
Otherwise, are you selecting the “Verify your account information” at the bottom of the page? At what point are you getting an error? I tested the system and stopped just short of submitting the ticket without any errors, but something may be blocking you.
Maybe there is something with the connection itself being blocked somehow. Do you have access to a VPN? There are several that have limited features available for free that you might try.
Alternately, absolutely try to put in a ticket using the anonymous submission option if you can.
I’ve tried using the app on my phone, but there’s only an option for the authenticator in the drop down. There is no option for SMS otherwise I would have used it by now. (If I ever get my access back, I will change that option for sure.)
The error comes from the verification challenge, matching items in both panes. I complete this successfully. I get a big green check mark, and then it kicks me back with:
The security input you entered was invalid, please try again.
I use my email address. I use my phone number. Both of these have been verified and unchanged for 19 years. I’m not sure how else to describe the issue to make it make sense without recording the screen as I do so.
As far as submitting a ticket, I followed the anon link above, but it keeps giving me lots of suggestions to try that I’ve already tried and which didn’t work. I still cannot submit a text-based comment to your ticket system. I don’t know what else to do.
It may be worth trying another Internet connection? The description of the error occurring after verification sounds identical to when BNet wouldn’t verify the first Internet connection I used but would on a diffe connection.
OK, I used the suggestion from Anzath, and there was some progress. I used my phone’s data connection instead of my home’s wifi. I got as far as entering my phone number to receive an SMS verification code, and when I clicked submit, it gave me the same error as before.
Something went wrong on our end
An error has occurred. This may be a temporary error, so please try again later.
Is there no possible way to make this work? How many more hoops do I have to jump through. Honestly. Please help!
Can you try doing a different Internet on the ticket page? See if a different connection will let you put in the ticket. Think you should be able to force desktop site on the page to send it anonymous, if you aren’t logged in on mobile browser.
OK, FINALLY I was able to submit a ticket bypassing all of the prompts and suggestions and support topics. This is absolutely ridiculous. I only hope someone will just call me on the damn phone, old fashioned like, and help me. But I appreciate the help you all have offered. I guess I’ll go outside and touch grass.
This is exactly what the recovery code that they tell you to copy down when you install the authenticator is for. Then you just reload the authenticator on the new phone using the recovery info and you don’t have to jump through any of these hoops.
