Authenticator Issue + We're not accepting tickets for this issue right now

Support Technical Support
1

I damaged my phone beyond repair, it has my authenticator on it. I want to remove the authenticator but that’s not possible without the code. I try to use SMS recovery, no SMS messages show up.

It asks me for the bank transaction ID, then takes me to an open ticket page where it tells me I can’t submit a ticket. I try to skip that option for another way to prove my identity, it takes me to an “oops something went wrong” page. So I try the whole process again on a different browser (Firefox and Edge so far), same issues.

So you’re not accepting tickets, you won’t send me a text and your website just sends me to a dead end. How am I supposed to fix my account security? Please help me, all I want to do is move my authenticator to the new phone (same phone number).

2

Did you, perchance, follow the recommendations when you initially installed the authenticator, to note down the serial number and restore codes?

If so you can use those codes to transfer your authenticator to a new phone, without having to jump through any hoops.

3

I actually contacted US support instead of EU, they were able to help me within 30 seconds and resolve the issue on live chat, at least partially. I still don’t receive SMS codes to my number for some reason, and it’s not an issue on my end as I’ve done a few experiments with for example my bank.

The EU website was literally closed to tickets, unable to open a ticket about anything and all options to resolve the issue just lead to dead ends, like the website is just broken and sends you around in circles? Thankfully the US website works. As for the “restore codes” - I didn’t have any, that authenticator/number combo was in use for a long time. I don’t recall such a feature existing.

/Shrug

4

For future reference:

  1. Open the BattleNet App on your phone (the authenticator is now part of the BattleNet App)
  2. Tap your username in the top left.
  3. Select Authenticator and wait while it loads. It will say No login requests, but ignore that.
  4. Tap the gear symbol in the top right of the Authenticator
  5. Tap “Serial & Restore Codes”

Make a note of both, somewhere safe. Those codes can be used to set up any future authenticators, without having to mess around with tickets, or SMS codes.

Although I do have to admit, I can’t find any option to edit or change the current codes in the new BattleNet app.

5

I know you can use the codes to remove the authenticator from your account, didn’t know you could use them to transfer it. Is that new?

6

You’ve always been able to, in the old authenticator, you could tap the keyboard symbol next to each code, to enter your actual codes, and bing bang boom done.

But those edit buttons are missing in the new one.

7

Ha ha, i never knew that and never noticed the keyboard icons. When my old phone died due to age, i did it the hard way, removed the authenticator in my account using the restore codes then installed on the new phone and registered again - doh! :laughing:

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8

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