- Situation:
My partner cannot log in en gets the error
“We couldn’t verify the account with that information”
- She gets this error both when trying to access battle.net on her browser as well as when trying to start the game through the battle.net app
- Resetting the password does not get her a password reset email
- It is not in spam etc
- It is the correct email address and other Blizard emails appear here
- Self help
We have two pc’s: Hers (PC1) and mine (PC2)
My account will be called @gmail, hers is @hotmail.co.uk
PC1
- Cannot login @hotmail into game
- Cannot login @hotmail into the account in a browser
- Can login @gmail into the game
- Can login @gmail into the account in a browser
PC2
- Cannot login @hotmail into game
- Cannot login @hotmail into the account in a browser
- Can login @gmail into the game
- Can login @gmail into the account in a browser
Different physical location/house
| - | Cannot login @hotmail into game |
|---|---|
| - | Cannot login @hotmail into the account in a browser |
Website suggestions
Make sure your game is up to date by selecting Check for Updates from the Options menu in the Battle.net desktop app.
- No improvement
Make sure you have the correct option selected from the Region / Account dropdown above the Play button on the Battle.net desktop app.
- No improvement
Reset your user interface to make sure your files and addons are not corrupted.
- No improvement
Run the repair tool to repair any damaged game files.
- No improvement
Reset your network devices to make sure your router hasn’t become flooded with data.
- No improvement
If you’re using a wireless connection, optimize your internet connection to rule out a connection issue.
- Using a cables connection
Update your drivers to resolve any compatibility issues.
- No improvement
Release and renew your IP and flush your DNS to resolve any network conflicts.
- No improvement
Try closing background applications to resolve any software conflicts.
- No improvement
Delete the Battle.net Tools folder to automatically rebuild outdated or corrupt files.
- No improvement
- Sending Email
Email support 3 times
- No response
- Making a ticket
Made support ticket through @gmail account (@hotmail.co.uk cannot login and therefor cannot make a support ticket)
Received the following instructions and added results
We’re sorry you’re experiencing connection issues in your Battle.net Game. We understand how frustrating this can be, but we’re here to help you resolve these issues. Please follow the steps below, and if the problem persists, consider posting on the Battle.net Game forums or consulting with a local tech expert for further assistance.
Restart Your computer and Router/Modem: Sometimes, a simple restart of your networking equipment can resolve connection issues.
- No improvement
Check Firewall/Antivirus Settings: Make sure that your firewall or antivirus software isn’t blocking Blizzard’s games or services. You may need to add exceptions for Blizzard’s executables or ports.
- No improvement
Disable Background Applications: Close unnecessary background applications, as they might interfere with Battle.net Games. Check for any resource-intensive programs running in the background and close them before launching the game.
- No improvement
Flush your DNS cache and reset your network configuration. You can do this by opening the Command Prompt (on Windows) or Terminal (on macOS)
- No improvement
Reinstall the Game: Uninstall the Game, restart your computer and reinstall the game. Corrupted installation files can lead to various issues, and a fresh installation might resolve the problem.
- No improvement
Wired Connection: If you’re using a wireless connection, try switching to a wired connection by connecting your computer or console directly to your router using an Ethernet cable. This can help rule out potential wireless interference issues.
- Wired connection
If, after following these steps, you are still experiencing issues, we recommend visiting the Battle.net Game forums on the official Blizzard website. There, you can find a community of players and developers who can provide additional insights or solutions based on their experiences.
- This post
Ticket Number: EU94054777
What do we do now? How can this be sorted?