Authenticator not working?

#0 - Sept. 30, 2010, 8:44 p.m.

I tried to log in to WoW a few hours ago on my main account (this is a trial account) but had the incorrect information error come up. Both my username and password were correct... I even quickly did a password reset on my Battle.net account as well as my email after running a virus scan on my comp, which picked up this trojan troj_fraudlo.rt

None of my toons have been touched, but I did an account restore request anyway... what I'm wondering is whether someone was able to remove my authenticator from my account and put another one on?

I've been reading through the forums trying to find if anyone has had the same problem, but it came up with nothing, so I'm hoping someone can help me out.

Cheers. :)

Roraks

#2 - Sept. 30, 2010, 9 a.m.

Removing an authenticator would be very difficult to do if the person does not physically have it in their hands, Peaboris.

What is the name and realm of one of the characters on the account in question?

Roraks

#4 - Sept. 30, 2010, 9:18 a.m.

The authenticator is still attached to the account and I don't see any suspicious activity, Peaboris. Did you by any chance upgrade the OS on the phone or reset the authenticator?

Remember that a reset will lock you out of any account that is still associated with the authenticator.

Try resyncing it. If that fails, for security purposes you will need to contact our Billing and Account services to remove the old authenticator and add the new one.

You will need to fully verify the account and provide one of the following:

Digital authenticator serial number that is currently associated with the account.
Classic World of Warcraft CD Key

If you have misplaced your CD key or did not write down the digital serial number you will need to fill out and send the following web form to [email protected]:
http://us.blizzard.com/support/article/21469

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:

[email protected]

https://us.blizzard.com/support/webform.xml

Roraks

#8 - Sept. 30, 2010, 9:37 a.m.

Correct!

Q u o t e:

There should bet a little button on the bottom left of the screen that you can press to re-sync it. It looks like to arrows turning. Hit that and it should re-sync it.

From our support page - http://us.blizzard.com/support/article/27005

Q u o t e:
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.

Just make sure you do not reset! ;)

Roraks

#9 - Sept. 30, 2010, 9:38 a.m.

Q u o t e:

I pressed that and it said the re-sync was successful. When I tried to log in to wow though, I got the "The information you have entered is not valid..." spiel though. >.<

You will need to contact Billing and Account services then, there is no other option to remove the authenticator.

Roraks

#12 - Sept. 30, 2010, 9:47 a.m.

The only other thing I can think of is doing a password reset after rysincing the authenticator. From what I see, there hasn't been any changes on the account other than the password reset you mentioned earlier.

You may have to reinstall the mobile authenticator app, although I would recommend you wait until you get it removed from the account first.