Mobile authentication problem

#1 - April 21, 2014, 12:59 p.m.

Hey,

my friend lost his access to his Account kind of today (he can’t access the forums or game). His Account is set up with Mobile Authenticator (which is a bit… weird tbh)
After he came back from his holidays his router assigned him a new ip address, where he has to remember the network again (obviously), but the problem lays here:
The Google Authenticator is not building up any connection anymore to the Authenticator profile which was linked to the GW2 account which makes it impossible to get the 6 long digit to log in.
Neither can he log in on the webpage to change that, since he needs that Authentication digit again.

He wrote to customer support but all he got was the answer that they cannot help him for whatever reason. It’s still his original email, he can even provide the paypal transaction code for the game, billing address, id card.

Gaile Gray

#5 - April 22, 2014, 6:41 p.m.

Charons.6037:
Inculpatus cedo.9234:
Your friend needs to update his ticket and ask to be sent to the department that handles Mobile Authentication, and ask them to assist him with removing the Authenticator.

Unless, of course, he is unable to prove he is the actual account owner. Remember, CS must be very scrupulous in ascertaining who the correct account owner is, as there are attempts to gain control of accounts by unscrupulous people quite often.

He opened a new ticket. I know that maybe it wasn’t the best idea to create multiple tickets, but hopefully it won’t be a huge problem. He is frustrated because the answer he got wasn’t even in the range “we would help you if you could do x or y” like provide account details or whatever they needed, it was pretty much “we can’t help you”. I told him to provide more information this time, hopefully the answer won’t be the same this time. About the transfer to the mobile authentication department, he said that he has already chosen that when he created the ticket both times. Thank you for the help, I’ll post more when he gets a response if there are any more issues.

If he continues to need help after 72 hours, you can post in the Tickets for Review thread above.