How to remove authenticator

#0 - July 31, 2010, 3:49 a.m.

Hi guys, i am having an issue with one of my accounts. I have a mobile phone authenticator on it and my phone has died and cannot be started even with a hard reset. Obviously my phone needs repairing and also just as obviously i will be unable to log into that account whilst the authenticator is still on it.

Any help with this issue would be great or if you could point me in the right direction to said help that would also be greatly appreciated. Thanks in advance.

P.S. i checked the stickies above before posting but couldn't find anything in there specific to my problem also i have already tried to remove it from the us.battle.net site and been unable to as it is self defeating as i need the authenticator code from the dead phone to make it happen.

Vrakthris

#3 - July 31, 2010, 3:57 a.m.

If you do not have the serial number for the Mobile Authenticator you will likely need to fill out the Terms of Use form to have it removed, Zakariah.

http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26361

If you have the serial number though you should be able to use that and answer a few identifying questions from our Billing and Account Services staff by calling during business hours.

You can call 1 (800) 592 5499 (1-800-59-BLIZZARD) 7AM-8PM (PST/PDT) for live representation.
Australian users should please call 1-800-041-378 if the standard 800 line does not work.

Vrakthris

#9 - July 31, 2010, 4:40 a.m.

I'm not certain what you filled out if you used the forum that the following link brings you to.

https://us.blizzard.com/support/webform.xml?locale=en_US

The Terms of Use form is usually used if someone no longer has access to their Authenticator and is unable to provide the Serial number of the device. In those cases we usually require additional verification to make sure that we are dealing with the registered user.

In either case though your correspondence will be addressed as soon as possible, if additional information is needed they will let you know.

Vrakthris

#11 - July 31, 2010, 4:42 a.m.

Q u o t e:

P.S. Already got an automated response from Blizzard saying they received that webform i filled out, so i ask again Vrathkis is this sufficient or will i need to fill out the other other form?

You may, Zakariah, I would hate for you to not find out until Billing and Account Services can process your webform which usually takes 24-48 hours. If it is an option I highly recommend filling out that form and sending in the request information. That way if it is required, which I believe it will be, you will already have submitted it.