Authenticator is Locked

#0 - March 2, 2010, 12:29 a.m.

I am writing this to let you know I have been unable to log into my battlenet account today.

When attempting to log into the wow game client I get the message :The information you have entered is not valid etc. and when I attempt to log in via battlenet it tells me The authenticator attached to this account is locked due to multiple failed attempts. Please call our billing department to unlock it.

I am able to reset my battlenet account password via the forgot password option But due to the Key fob being locked I can't do much but post here.

I know you get a lot of these and its always the end of the world for those that can't play I thank you very much for helping me with this and I hope the rest of your shift goes smooth (I am an IT rep so I know how much of a pain front line tech support can be)

Bheralrul

#9 - March 2, 2010, 12:58 a.m.

Q u o t e:

...The authenticator attached to this account is locked due to multiple failed attempts. Please call our billing department to unlock it.

I am able to reset my battlenet account password via the forgot password option But due to the Key fob being locked I can't do much but post here.

I have gone ahead and reset your authenticator so you can attempt logging in again. Please do take care to change your common passwords, and scan your computer just to be secure. I would not want someone gaining access to your information and attempting logins to lock you out again :-S

Bheralrul

#11 - March 2, 2010, 1:01 a.m.

Neloangelo and Glamdrang: I have reset your authenticators as well, you should be able to attempt logging in within a moment. I apologize for not noticing your similar issue sooner. Did anyone else in this thread currently have a locked authenticator from invalid attempts? I can have it reset, but please do take security steps to try and keep this from happening in the future! I do not want you all to keep encountering this ;-)

Bheralrul

#16 - March 2, 2010, 1:06 a.m.

Q u o t e:
unlock mine too kthx :P

No. I kid, I kid! It should be unlocked momentarily! <3

Bheralrul

#19 - March 2, 2010, 1:08 a.m.

Q u o t e:
unlock mine please, i have been on hold now for 25 mins and spent another 25 trying to get through =/

also running malware and my normal virus scan to double check

Unlocked! Thank you for doing the double checks too ;-)

Bheralrul

#25 - March 2, 2010, 1:18 a.m.

Q u o t e:
I have the exact same issue as described, sitting on the phone waiting for a customer service rep. Can you guys unlock my authenticator so I dont add to the already tied up lines?

PANCAKES! NOM NOM NOM.

I mean... I refreshed it for you :)

Dogmeat, I unlocked yours as well, you should both be able to attempt login in a few moments!

Bheralrul

#34 - March 2, 2010, 1:46 a.m.

Alright, just did another round of authenticator resets for those of you experiencing the locked authenticator issue, I do apologize for the delay!

Bheralrul

#37 - March 2, 2010, 1:52 a.m.

Q u o t e:
please help me, I just got home from work and I wanted to play and for some reason i can't log in.

I've been trying to call you guys to speak with an operator to try and get it fixed
but I keep getting told by a machine to call back later due to call volume.

I've never given anyone my password, and no one has access to my authenticator
or computer except me, I don't know what's going on please help me.

What is happening when you try to log in? When you log in on the site, are you getting a locked message? Is it this account you are posting on?

Bheralrul

#39 - March 2, 2010, 2:02 a.m.

Q u o t e:
Happening to me too (what the OP described, i didn't read beyond the first few posts and the blue unlocking people). Can I be in the next round of unlocked people?

done ;-)

Bheralrul

#47 - March 2, 2010, 2:14 a.m.

Q u o t e:
My account is currently locked for the same reason, any help would be appreciated =).

Alright, I have done another round of authenticator resets for the people on this page.

Bheralrul

#57 - March 2, 2010, 2:26 a.m.

Q u o t e:
Ok - I haven't been able to log in either. It says I need an authenticator, but I don't have one.

Q u o t e:
When trying to log in the site asks me for a 6 digit code to enter, yet my authenticator for iPhone is 8 digits :/

In these events, it means an authenticator was probably added to your account without our permission. You will want to e-mail or call billing to report this possible compromise and for assistance getting it removed.

Billing and Account Services

Email: billing@blizzard.com
Web form: http://us.blizzard.com/support/webform-us.xml?gameId=11

Live Representatives Available 7 days a week, 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

Bheralrul

#59 - March 2, 2010, 2:28 a.m.

Q u o t e:

Could mine be reset as well please? I am having the same issue.

Is this possibly an issue with the algorithm as mentioned before, something with the login servers, or just a very widespread hack attempt? Out of curiosity.

Thank you!!

All authenticator reset requests up to this point have been processed. I will be out for the day soon, and for assistance with removals you will still need to speak to a Billing rep at this time, so please e-mail or call in if you run into an issue with your authenticator!