This Authenticator non-sense

#70 - Dec. 25, 2009, 9:51 p.m.

Good afternoon everyone :)

I see this thread has been moving quite a bit, and there are a few bits of concern, so I want to try and clear up any confusion on authenticator matters.

Q u o t e:
This is just a question post really, since I can't log in to ask a GM about it. Today I tried to log in as usual which I got asked to put in an authenticator code. Problem is, I never ordered one of this dumb things.. and I can't even log in to the account management page to check security info or anything... So does anyone know how I can possibly get around this obstacle-- With out having to pay unneeded money? And I don't want to call blizzard when it takes at least 2 hours of "hold" time. Any possible solutions would be great :)

If an authenticator was added to the account you use without your permission that means someone else was able to gain access and do so. In cases like these it is best to contact the Billing & Account Services department directly for assistance in getting it removed.

Billing and Account Services

Email: [email protected]
Web form: http://us.blizzard.com/support/webform-us.xml?gameId=11

Live Representatives Available Mon-Fri, 8am to 8pm PDT
For phone assistance please call: 1 (800) 592-5499 || 1 (800) 59-BLIZZARD
- Players in Australia should call 1-800-041-378
- Players in Singapore should call 800-2549-9273
- Players in Chile should call 1230-020-5554
- Players in Mexico should call 001-888-578-7628
- Players in Argentina should call 0800-333-0778
- All other international players should call: (949) 955-0283

You can also use the Terms of Use form to e-mail in or fax in proof of identification to have the authenticator removed from your account:

Battle.net Terms of Use Form
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26361

Of course, it is best to ensure you have secured your computer and information before recovering an account to help you keep from losing access again. There are a few sticky threads with lots of good tips you can use :D

** Account Compromise Info Center **
http://forums.worldofwarcraft.com/thread.html?topicId=14318909866&sid=1

** Computer Security Recommendations **
http://forums.worldofwarcraft.com/thread.html?topicId=1778038509&sid=1

Q u o t e:

How long on average does it take to get your account straightened out when your authenticator stops working? Which the pathetic two month warranty leads me to believe could potentially happen at any given moment?

In this case, I would just like to point out that we will help to replace a defective authenticator for up to one year after purchase, not two months. The authenticators are meant to last for years as well, I had to practically try to break my first one, and the one I have now is beat up but still going strong for well over a year now.

If the authenticator does go out on you, you can follow the above information to have it removed while you wait for a replacement too.

Q u o t e:

And I would love to hear how I am wrong. I would love to hear how this isn't blatantly trying to squeeze every last penny out of their consumers for security, something for whatever reason I believe the subscriber should be entitled to. I don't know, security just seems like it should be a given to me.

The Blizzard Authenticators are actually sold at cost, meaning we are not making any money on selling them. We also foot the bill on shipping in the United States too, meaning we are taking a bit of a hit to try and help people who want an extra layer of security. By all means, the security of a persons computer is their own matter, but we think offering up authenticators for those who want them is a positive thing, not a negative thing.

It is not required to have an authenticator to stay secure. Millions of people use the internet and play World of Warcraft daily without ever encountering an issue. There are many malicious people out there who wish to gain other peoples information and will do whatever they can to get it though; so taking extra steps like beefing up firewalls, getting authenticators, using strict website surfing practices and the like are commonly used by cautious users.