Not my Authenticator on account

#0 - July 16, 2010, 8:48 p.m.

I haven't played World of Warcraft in about 4 months or so. This is not to say that I haven't logged in and checked my account periodically through Battle.net, but I just haven't had money on my account. Two days ago I received an email from Blizzard donotreply telling me that my account security had been compromised and that I should make a new password.

I went through the process of changing the password like it recommended, but I still can't access my account because now it's telling me to enter the authentication code from the blizzard authenticator on the account...except, I don't have one. I stopped playing just after they started getting big, and had just been planning on getting one once I started again.

I have tried calling the support hotline, but the queue is always full, and I have sent an email. My email got a survey request, but no response. Apparently my issue was supposedly resolved, but I never spoke to anyone.

I just want to get my account back so I can start it back up and start playing my characters again. How do I take that authenticator off my account?

Orlyia

#2 - July 16, 2010, 9:20 a.m.

Well, there has actually been more than one of these applied to the account and even after the password change, they were still actively on the account. I asked this be locked down.

You should be getting an email with instructions on how to unlock this. There is currently an investigation open.

Given repeated access - I strongly suspect you either still have an active infection on your system - or it's possible your email itself has been compromised/forwarded.

You'll want to make very certain of your system and email security before you follow the instructions in that email to get this unlocked.

This sticky may be useful.
Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244

You may also want to look into getting an authenticator for your account. It's no substitute for good security habits, but it will help keep them out of your WoW account.

Blizzard Store
http://us.blizzard.com/store/browse.xml?f=c:6

Mobile Authenticator
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26109

Orlyia

#4 - July 16, 2010, 10:02 a.m.

Q u o t e:
I haven't done anything with my account in a number of months, except for logging into the battle.net to look into possible realm changes. I've secured my email, and I sweep my computer weekly. I am fairly sure things aren't compromised on my end.

Yes, somehow - it was.

Malware, compromised email, answering a phish mail, using the same pass/ID somewhere else, somehow they obtained your information.

Orlyia

#9 - July 16, 2010, 10:48 a.m.

Q u o t e:
I have a friend who is also having the same problem. He cant even login to post into this forum right now. His Character name is Jubko @ Thaurissan. Maybe someone cal advice and see if they are having the same problem as thread starter.

Have your friend check his registered email if you would.

Orlyia

#12 - July 16, 2010, 12:18 p.m.

Q u o t e:

This has just recently happened to me...i just got it off 2 days ago and 2day i got some emails from blizzard listing the item restore etc that was great..i went to log...and there's another freakn authenticator on my account.
As soon as this happened the 1st time, i scanned my comp with spybot/malwarebytes and avira anti virus...a friend suggested i buy Norton 360...i did..set it up....full system scan...it removed all the risks etc...i then changed all my email passwords along with battle net etc using the on screen keyboard...(and in between waiting for my items etc 2 be restored i was sweeping my computer 2 or 3 times a day with spy bot malwarebytes and norton 360 (had to remove avira). Just as i get a full restore...it happens again..i have completly ***#d my computer with multiple scans changed everysingle password/secret questions etc using the on screen keyboard!

This is soo frustrating and to make things worse for the past month i have been trying to buy a blizz auth of my own but they are constantly sold out!!

That second one is now gone, but for this to have happened you most likely have still unidentified malware on a system you are using - or your email itself is compromised.

The good news is you already have an investigation open, so this is in queue - and we should have more authenticators in stock in the international store soon. The US just got their stock today.