#0 - Jan. 29, 2010, 12:41 a.m.
As some of you may already be aware, our Billing & Account Services department is currently experiencing a high volume of calls and emails. As a result, players may encounter extensive hold times, as well as delays with receiving a response to e-mail inquiries. Additionally, some callers may receive a message stating that “all of our operators are currently busy helping other customers” when attempting to contact us by phone. If you receive this message, it simply means that all available representatives and phone lines are temporarily occupied. If your inquiry requires that you contact our Billing department by phone, please remain patient and don't give up. Don't be afraid to redial until you can make your way into the hold queue.
Please rest assured that we are pursuing multiple avenues to reach our players more swiftly and help you achieve resolutions for your issues faster including: hiring additional staff, making improvements to our systems, providing additional self help options and more. Change takes time though, and the implementation of these steps is gradual only out of sheer necessity. We know that we have a long way yet to go, but we deeply appreciate your patience as we continue to improve.
Password Recovery
- If you are looking to recover a password, please visit the Password Retrieval page (https://us.battle.net/account/support/password-reset.xml). If you are unable to recover your password through this feature, please call 1-800-59-BLIZZARD or email billing@blizzard.com from the account’s registered email address to request a password reset.
Authenticator Assistance
- If an Authenticator needs to be removed from your account, please call 1-800-59-BLIZZARD or email billing@blizzard.com from the account’s registered email address to request assistance.
When making contact via email, it may be necessary to complete and submit a copy of the Terms of Use Form (http://us.blizzard.com/support/article/26361) along with a photo ID; we recommend bookmarking this form for later reference.
General Questions & Support
- Please note that many other common questions can be answered by emailing billing@blizzard.com, or by checking the following support site:
- Billing & Account Services
http://us.blizzard.com/support/index.xml?locale=en_US&gameId=11&rootCategoryId=2317
We also recommend that if you are attempting to contact us regarding a possible compromise that you review the following thread:
- Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244&sid=1
Thank you for your patience and understanding while we continue to assist all of our players as quickly, completely and efficiently as possible.