Removing Authenticator

Support Customer Support
1

So my wife is coming back to the game after a year away. She tried to log in and it asked for Authenticator…Problem is, she doesn’t have it anymore. So she downloaded it and tried to log into the app, but said she needed to confirm with an authenticator lol.

then we logged in to customer service site and it showed same thing, need authenticator. So we clicked need to remove authenticator but we had to verify the account first… by authenticator. Insane. We never had a phone number associated with it. We alos tried battle.net/bsa or whatever and again, as soon as we logged in with user name and password it asked for authenticator!

How does she remove the authenticator so she can play the darn game :slight_smile:

Thanks in advance

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If you still have access to your account and authenticator, you can Manage Security Options on your account to remove or update it.

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Maybe I said it wrong? We cant log in to the authenticator because it requires verification and the only verification is the authenticator. So it is literally impossible. It’s a circle. If we could log in to her account and get to the security options we wouldn’t be here… but wherever we log in it says we need the authenticator and we cant access it. when we try to access her authenticator it asks for authenticator verification.

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In that case, have her submit a ticket while logged out. She should be able to request the authenticator be removed by attaching id and referencing the other account.

It can sometimes be tough to have a back and forth when there is no account that you’re logged into to save communication, so if you run into trouble you might have her make another account to submit them under, but that isn’t normally necessary

5

The second line in that article is what your wife needs to do.

“If you can’t log into your account, we can help you remove your authenticator”

Have her click on that blue text and it will help her remove her authenticator without logging in.

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Be prepared to attach photo ID, and I do hope when the account was created it was created with her proper name and information so that the ID matches up. It would be wise once she regains her account to add a mobile authenticator and all of that. A little bit of hassle now saves you in the long run should the account be compromised in the future.

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We have tried that… but it doesn’t work. Completely logged out It STILL asks to verify the account. here is the cut and paste:

We Need To Double Check Your Identity

Select one of the methods below to verify we’re talking to the right person.

. and the only option that appears is the "Authenticator Code "lol. It’s crazy.,

That what she did! she used it and then deleted the app a year ago when she stopped playing. Now she tries to log into it and it asks for the key.

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Oh, I saw that. I was just tacking on that once you guys get this settled to re-add one. Unfortunately, there are too many folks out there willing to pilfer accounts and wreak all sorts of havoc with them. I do wish you both luck in getting this sorted out!

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9

The self help page is for those wishing to remove it - that still have it.

Contact Support - Blizzard Support (battle.net)

That’s a generic link. Attach the ID that matches the account and Billing can assist.

For a mobile - if you jot down the serial number and restore code, it can be restored to another phone should the need arise.

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11

Yes, going forward.

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and thank you. Ticket submitted. Clearly this isn’t a priority ticket hah… hopefully it gets answered soon.

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The estimated time is the time for the longest ticket in the queue, not the time before getting to your ticket.

Some ticket categories, like billing, and being unable to login due to a security issue are normally expedited to special groups for resolution.