My wife and I have been away from WOW for a couple of years now, and we were interested in coming back. I was able to update my authenticator app on my iPhone, but my wife was unable to get that to work.
Now, when my wife attempts to log in, asks her to confirm the login with an authenticator app that is not on any of her Apple devices. And when she tries to go through alternate means of authenticating, it wants to send an SMS to a phone number that we do not have access to.
We have opened a ticket to attempt to get this resolved, but the AI chat bot that runs the tickets is brain dead. Every reply to the ticket results in exactly the same message coming back from the chat bot, asking for the same assinine information… exact dates of character creation, transaction IDs from bank statements from years and years ago, transaction numbers from gold purchases… completely ridiculous.
We exchange emails with Blizzard from the same email account as was used before. We’ve confirmed the address is the same, we’ve confirmed all the accounts that are on the battle.net account, we’ve confirmed character names, faction, server and race that were transferred to new servers/races, just without exact dates.
We played WOW for over 14 years, going back all the way to a month after release, and playing every expansion up through Shadowlands, with up to 5 accounts between the 2 of us.
This is actually real GM staff asking questions to attempt to verify ownership of the account, do the best you can. They used to ask for ID, but laws changes made this a last resort.
It is meant to not reply to the emails, they should be NO-REPLY actually. Your wife should open a new ticket
She opened ticket 96949177 on her email. I logged in on my account and opened ticket 97012337.
While she did try replying in email to the ticket system, I updated my ticket by logging into it and pasting into the ticket. She of course cannot log in to the Blizzard site to interact with her ticket since she can’t log in to her account.
Thank you very much, Orlyia, she can now log in and she has updated her phone number. We were starting to think we’d never get this resolved, so we both appreciate your quick reply here on the forums.