This is the first time I have posted on the forums in my time playing, which has been the vanilla days. Apologies if there is anything in the structure or content of this post that may be frowned upon, it would be purely unintentional. With that said I am reaching out for advice as I have recently returned to playing WoW after approx. a 4 year absence. Part of the reason I returned was on the advice of my brother and some friends that the game is a lot more time friendly and you can pick it up and play without sinking in massive hours, which has been excellent. The other part of the reason I returned has been to play with my young son once again, as we both had played it together previously.
After returning in late September he also wanted to start playing again, though a problem occurred with a security check randomly popping up, though he could log in originally, the issue has been around his lack of access to his old google email and also the fact he changed his mobile and never updated his account. We have opened 5 tickets to date and on the third appeared to be making headway answering a plethora of security related questions, only to never hear back again. This has occurred five times to date, which as you can imagine is seriously frustrating as he had the same issue with his steam account and things were resolved and he regained access to his account in a few hours. To make matters worse I have repeatedly attempted to call the 1800 number for phone support and the line appears dead (we are in Australia). At this point I am unsure which way to proceed with this issue and am hoping someone can actually assist in the matter. Any advice and insight would be genuinely appreciated.
Did your bother submit a new ticket with those answers or did they reply to the email? There is sometimes a bit of confusion and folks think they need to reply to the email, but that goes to a “Noreply” address, which isn’t a managed mailbox.
We do not have a phone number for Support and haven’t for a very long time. The number was originally for account and billing issues, but ended up being for everything and anything, including non support related matters, so we moved to the Support Site ticket only option.
I guess first would be my question about if they replied to the email or submit a new ticket. If they submit a new ticket with the answers to the questions asked, do they have a ticket ID? We should be able to use that to check on the ticket.
There is no way to talk to a Blizzard employee to resolve this. They got rid of the phone in option years ago. They had a live chat for a while, but that was sporadic based on GM availability and I’m not sure if it’s available any longer.
If he is replaying to the email with the answers to the questions, they’re going into nowhere land because those emails come from a do not reply email address. What he needs to do is open a new ticket with the answers to the questions and reference the original ticket number.
Thank you Cyntaria, I really appreciate your reply, and everyone else’s for that matter. That may explain something, though I am pretty sure he did open a new ticket and reply to the third one opened. We might have to try the whole thing again. It is a real shame that they have made it this difficult to speak with them, though the community here seems to be filling in.
I’m not able to find that third one, but none of the tickets I could find contain any of the answers to the questions they sent.
I’d recommend that they create a new ticket, below is a copy of the questions they’ve been asking:
The first and last name:
The registered country:
The email:
The BattleTag (Example: BattleTag#12345):
Any authenticator serial number (current or previous):
Any physical game keys/codes attached to the account:​
Transaction ID from a purchase (found on your bank/financial statement, for PayPal, in your PayPal payment details):
Previous BattleTags associated with the account:​
Previous physical addresses associated with the account:​
Previous phone numbers associated with the account:
Phone number associated with the account
The answer to the account’s secret question:
World of Warcraft ​
The creation date of any associated WoW accounts (approximate date in MM/YYYY format):​
The oldest WoW character’s creation date (approximate date in MM/YYYY format):​
For any character services on the account (i.e. character transfer/faction change/race change), list the characters’ previous faction/name/race:
Recent purchases made with gold on the account (provide the character’s name and realm as well):​​
Hearthstone ​
Examples of recent cards or card backs earned/crafted:​
Examples of recent packs opened (number of packs opened and from which expansion):
I have seen them before, I will get him to copy & paste that format and open a new ticket with the answers. Does he need to put in anywhere previous tickets’ details ?
You should only have to included one of the ticket ids that he would have received the request from.
The body of the ticket should just include whatever answers he can provide from those questions. Good luck!
It is a common mistake. We’ve been working to get the language they use in that template to be clearer, but I think there will always be some confusion by how it is delivered.
Good luck!