Problem with the authenticator app migration

Support Technical Support
1

I was e-mailed about the authenticator mobile app migration in about a months time.

So I understand the old app is going away. But when I try to migrate into the new app, it doesn’t seem to work.

I downloaded the new app provided in the e-mail. Then I try to log in with my e-mail adress and password, and then it asks me to approve the request (which requires me to go into the old app and press approve). But approving doesn’t do anything, but when I manually enter my authenticator code found in the old app, I get in and get sent to my account overview page. But when I try to de-install the old app (which I’m supposed to according to instructions), I can’t log into and access the new battle.net app at all.

Is this how it’s supposed to be in the transition? Am I doing something wrong? I honestly don’t understand. Because the mail states that if the migration is not done before the old app is removed, I might need to contact customer support to be able to log in post January 5th.

2

The old app will continue to work for a while yet, so continue to use that until you have your new one sorted out.

Also, you absolutely CAN have them both installed at the same time. I have.

3

Absolutely, I do use both currently. I just wanna make sure nothing unfortunate happens the day the old one gets retired.

The e-mail clearly states:
"Download the new Battle.net mobile app now and migrate your authenticator to avoid any issues logging in.

After migrating to the new app, you should remove the legacy authenticator app from your device.

If you don’t migrate, your authenticator will be removed from your account and you’ll no longer be protected or able to use the authenticator app to approve login requests. We’ll reset your password and send details on setting up a new password to your email address."

The pinned blue post about the migration also states:
“If the Authenticator is not migrated to the Battle.net Mobile App by January 5, 2024, you may need to contact Customer Support in order to login when this app expires.”

But my issue is that the new app does not work without the old one, and I can’t figure out where and how to migrate the apps so that the new one works without the aid of the old one, which is getting retired in a month. Which, by the sounds of it, could lead to login troubles in the near future.

4

Do you not have “Authenticator” option when you click your profile icon at top left corner?

5

Where? In the old app, or in my account overview after logging into the new app? In both cases no, though.

6

New app, not in the account overview, but in the menu which opens when you click your profile icon. The menu has My profile, account, Authenticator, What’s New etc. options.

7

For some strange reason it didn’t work through my phones internet connection. But at my home wifi it worked properly. Issue fixed, I guess.

8

\o/ YAY, another one fixed. Grelier is most useful,

9

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