Need removing Autheticator

Q u o t e:
For some unknown reason, I am now able to log into the forum, but still not on my account.

I have sent a 2nd email to billing to have this authenticator removed (since Friday night). I really hope someone can see this post and confirm that my requests have been received and that someone is looking into this issue.

Only the account's password is currently required to post in the forums. If you have an Authenticator on the account you will only be asked for the authentication number when accessing specific account pages such as Account Management or the game.

It does appear that your e-mail has been received, Milou, I highly recommend trying to contact them by phone as well but your e-mail is in queue and will be processed as quickly as possible.

Billing and Account Services

Live Representatives Available 7am to 8pm PST/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

Were you able to identify yourself over the phone, Milou? Provide your Security Question/Answer?

We require some basic information in order to provide assistance when contacted. Namely the answer to your security question or if you are unable to recall that, the CD key for the account. If you are unable to provide either we usually need to receive a copy of your ID and a completed Terms of Use form.

The e-mail that I see sent from the registered address for the account seems to only be a request to have the Authenticator removed, it does not provide any of the requested information. The following form is what needs to be completed.

http://us.blizzard.com/support/article/BNETTOUFORM

As soon as that is received they should be able to return access to the account to you.

I'd also recommend reviewing the following information on compromises and computer/account security if you haven't already.

Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244&sid=1

Q u o t e:
I'm not going to make a new thread to complain.

Then it should probably be pointed out, Cheep, that this isn't a complaints forum. I am sorry for the frustration this matter has caused but this forum is intended to provide information and advice regarding in-game issues. Any feedback you wish to provide regarding the game or an aspect of our services should be done through the Suggestion forum.

Our Billing and Account Services department are processing as many calls and e-mails as they can as quickly as possible. Calls are being addressed but it sometimes takes the right timing to get to the hold queue, please keep trying, hopefully with a bit of luck you'll be able to get through.

Q u o t e:
Why and how a copy of my photo ID is going to help me have that fake authenticator removed? Everyone I spoke to that have been hacked in the past only sent an email requesting that the authenticator be removed.

It depends on the conditions, Milou. In some cases we are able to tell that an Authenticator was maliciously attached, the initial evidence is clear. In others, like yours, it is not as clear and therefore the criteria for assistance may require additional information.

Since you were unable to provide the Security Question/Answer or the CD key for the account when you called we were unable to remove the Authenticator that was on the account. In order to help we need to make absolutely certain that the person we are dealing with is the registered user for the account. To that end we require a copy of your ID so we can verify that you are you.

I am sorry for what frustration this may cause, Milou, being compromised is hard enough and we try to make the recovery process as easy as possible but much more harm would be done if we unwittingly granted access to the wrong person.

We are able to accept digital submissions of the form and ID now so if you are able to scan the information you can e-mail it to us which will help speed up the processing time.

Good luck, Milou. I hope this can be resolved quickly you can get back in the game.

If you haven't done so already, since you have access to the registered address for the account I highly recommend that you e-mail wowgm@blizzard.com and report the compromise. This can get the ball rolling on your investigation/restoration.

Q u o t e:

As for the security question, I'd be curious to know what happened, because the question was what is my Mother's Maiden name, and as far as I know, there is abo!#@%ely no way I could have gotten this wrong.

Are you absolutely certain you answered the question truthfully, Milou? For instance I have an account where the question is what is my favorite movie, but the answer I originally provided has nothing to do with movies. :)

Perhaps you did something like that?

Also, when creating a Battle.net account you have the option to select a new Security Question/Answer, the one for the B.net account was changed at the time of creation.

You may want to give Billing another call if you think you remember the answer to either of the questions.

Q u o t e:

How can it not be apparent it was malicious when all my stuff/gear/money is gone, that I am locked out of my account and that my guild banks were emptied?

The removal of gear/money, etc... would show evidence of malicious access, Milou, but how the Authenticator was attached doesn't necessarily indicate the same thing. Nor does it mean that you are who you say you are, which is why we require some verification before we can return access to you.

Q u o t e:


Once again, thank you for your time in explaining and trying to help, I appreciate it.

My pleasure, good luck on a speedy recovery.