I lost my Authenticator in a house fire (I got mine back when they had physical key chain ones) and a buddy was telling me I can have them temporarily remove it so I can setup one on my phone. I opened the ticket and explained that I cannot login.
The response I received was that they could do it but I needed to prove who I am, which is completely understandable.
HOWEVER, they then told me I have to send them the proof BY LOGGING INTO MY ACCOUNT AND REPLYING TO MY TICKET THAT STATES I CANNOT LOG INTO MY ACCOUNT.
Honestly what a joke. $155 for a year to be told I have to login to my account in order to fix not being able to log into my account.
You don’t have to log in to your account. Simply open a ticket providing the proof of identity they asked for and referencing the original ticket number for them to remove the old authenticator. If you had SMS Protect, you could get it removed much easier simply by having them text you a code to enter to remove the old authenticator.
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Yeah I would do it exactly like Jetsum said. If you provide the information needed and reference the ticket number, they should be able to unlock it for you. Sorry about your home.
Part of the reply generally does say to reply by logging into your account, that is standard as part of the template. However, it should also say if you cannot to open a new ticket with the answers while also including the Ticket ID of your first ticket.
Does that reply not say that?
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Copy the entire section below and paste it in your ticket. Do your best to fill out all the account information below on each line—take your best guess if you’re not sure. Please dont reply to the email as we wont receive it.
This is all that is stated about how to reply.
Sorry for the confusion, Samalnaga. We’ve been trying to make sure those replies provide the advice to open a new ticket but they may have used an older template.
Can you give me the ticket ID of that one? I want to make a note there.
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What would I open the ticket under? Also this should be written in the initial ticket response not just this : Copy the entire section below and paste it in your ticket. Do your best to fill out all the account information below on each line—take your best guess if you’re not sure. Please dont reply to the email as we wont receive it.
You can use this one here.
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Issue ID: #94954726
I believe this is the ticket number. This is the number provided at the top of the email I received. Thank you for clarifying here.
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Glad you got your issue resolved. The customer support team is always swift to respond here. Hats off to them 