Issues with Mobile Authenticator

#0 - Jan. 20, 2010, 9:37 p.m.

Seriously. Just don't. Trust me.

I was hacked once a couple of months ago...On a Tuesday afternoon. By Saturday, I had all my stuff back and was playing the game happily.

Last Friday my iPhone had a problem and iTunes could not sync it, so it asked me to restore it to factory settings. Thinking nothing of it, I hit OK. Much to my surprise, when the phone came back on, my mobile authenticator wouldn't unlock my account anymore. So I sent an email to blizzard, hoping they'd remove it and I could be back at playing the next day. Boy was I wrong. I was only contacted by Blizzard yesterday, and they asked me a bunch of stuff, such as login name and serial of the mobile auth, which I promptly answered them with.

It was not enough apparently, because the same representative asked me to send him a copy of a 4 page signed document and proof of ID, which I did this morning at about 5 am PST, and wrote an email asking to see if my fax had arrived and if it was legible.

I only got an answer now, saying that it may take them UP TO A WEEK to even tell me if my fax arrived OK. God knows how long they will take to actually remove the authenticator and let me play. All the while, I'm paying to play and they charge by the month.

So the skinny is, you're MUCH better off not adding an authenticator and being hacked because you can be back into the game a lot quicker and without so much hassle.

EDIT: Changing topic name for it being slightly offensive.

Sirantus

#23 - Jan. 20, 2010, 10:05 p.m.

I apologize if this situation has caused you any inconvenience or frustration, Kaelthor.

When you reset your iPhone it essentially reinstalled the authenticator application, and generated a new serial number. As a result, the serial number that you sent into us asking for it to be removed did not match the one that you originally registered to your account. For future reference I suggest that you write down your serial number and keep that information in a secure location in case it is needed at a later time.

Please understand that we must be very cautious when removing that layer protection from an account, so certain steps are taken to help ensure that we are assisting the correct individual.

That said, it appears that we have received your fax, and it is currently in line to be processed. However, you may want to try submitting this information once again as I've been informed that the ID may not have came through clearly. You may also attempt to submit this information via an email attachment to [email protected].

Sirantus

#37 - Jan. 20, 2010, 11:25 p.m.

Thank you for editing the subject, Kaelthor. I definitely understand that this situation can be quite frustrating, and we do appreciate your patience while we process your request. Please keep an eye on your email address for any updates. :)

On a side note, I encourage everyone else who has made less than constructive posts on this thread to please be mindful of their comments in the future. This forum is meant to be a place for players to seek answers in their time of need, and often when they are already at a point of frustration. It is not helpful to fuel the fire, and harassment will not be tolerated.