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Authenticator not working?

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Casun
#0 - Aug. 10, 2010, 4:37 p.m.
Blizzard Post
My brother is currently trying to log onto his WoW account but he cannot access it, which he thinks is an issue of the authenicator app installed onto his ipod. He reset his ipod this morning to technical issues and when he tried logging on to WoW it wouldnt accept the authenicator code. Then he tried logging into Battle.net to remove the authenticator and cannot log into that due to the same issue. Is there any way Blizzard can take off the authenticator? Thanks
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Zenlyth
#4 - Aug. 10, 2010, 6:43 p.m.
Blizzard Post
Heya Casun,

Your brother may just need to resync it, here's an article that can help step by step on how to do this:

RESYNC VS. RESET
    http://us.blizzard.com/support/article/27005

    If the Battle.net Mobile Authenticator code provided is not allowing you into the account, please try to RESYNC the authenticator.

    Access the Battle.net Mobile Authenticator icon in the iPhone or iPod Touch applications menu. An 8-digit code will begin generating. Press the "RESYNC" button. If this button is pressed while the first code is being generated, please wait until the next code is generated before attempting to log in. You will also be able to view the instructions on resyncing the authenticator in the "HELP" menu.

    **PLEASE REVIEW THIS SECTION BEFORE RESETTING THE BATTLE.NET MOBILE AUTHENTICATOR**

    On the rare occasion, resetting the authenticator may be necessary if you are unable to resync successfully.


    To reset the authenticator, please follow these instructions:


      1. Access the main menu of the Battle.net Mobile Authenticator and press the "Setup" button.

      2. The serial number associated to your Battle.net account will be shown. This number will begin with US (or EU if you have an European Battle.net account) followed by 12 numbers. YOU MUST REMOVE THIS NUMBER FROM YOUR BATTLE.NET ACCOUNT BEFORE RESETTING THE AUTHENTICATOR. IF YOU RESET THE AUTHENTICATOR BEFORE DOING SO YOU WILL BE LOCKED OUT OF THE ACCOUNT.

      3. Read through the ***IMPORTANT*** section. If you have successfully removed the authenticator from the Battle.net account, press the "reset" button.


      After pressing the reset button a red warning is given: "RESETTING THIS AUTHENTICATOR WILL LOCK YOU OUT OF ANY BATTLE.NET ACCOUNT STILL ASSOCIATED WITH IT."

      4. Confirm you wish to reset the authenticator by selecting Yes or No. Once the authenticator is reset, the original serial number will no longer be accessible, and a new serial number will be given.



    If the authenticator has been reset and you are unable to access your account, you must contact Billing & Account Services for assistance.

    Account Services
    Assists with: billing issues, password recovery, paid services, subscriptions, payment issues, account management, etc

    Hours: 7 AM to 8 PM Pacific Time
    How to contact:


    Please understand that they are experiencing high call volumes for the time being; if you get a busy dial tone please keep trying. Your patience is appreciated during this time.