My friend can’t login to his account due to needing to authenticate through his phone, but the phone that he had the authenticator on is no longer accessible. So he needs to have the old authenticator removed.
The personal information on his account is the same as before, including his phone number.
There is a page where you can request to remove an old authenticator when you can’t login in another way and do it yourself. This page prompts you to upload a picture of your ID. The problem is that whenever he tries to upload it, he gets an error page after it has loaded for a while. He has tried on multiple devices and browsers. And it’s still the same error page.
The error page says:
Hmmm… can’t reach this page
It looks like the webpage at https://eu.battle.net/support/en/verify/upload might be having issues, or it may have moved permanently to a new web address.
ERR_CONNECTION_ABORTED
He has contacted Blizzard through the regular support form and have told Blizzard that he isn’t able to upload the pictures. But he keeps getting the same response from Blizzard; where they also provide a link to the very same page we are telling them doesn’t work to upload a picture on.
The conversation basically goes
My friend: I get an error page when I try to upload a picture of my ID on the account retrieval page
Blizzard: Go to the account retrieval page and upload a picture of your ID
He also got instructed to respond to the ticket he created - but for him to be able to respond to the ticket he needs to login. Which he obviously can’t do and that’s the reason he opened the ticket in the first place.
He is following the file upload rules. It’s a 12mb jpg file.
What is he supposed to do now to get his account back?
Just like Shammoz suggested, it was about the image being too big in proportion to his upload speed to the server gave a time-out. He dramatically reduced the size of the images and then it worked and it got through to support who then removed the authenticator so now all is good