My friend's account has been hacked, he called into tech support but was unable to make contact; he cannot log into the blizzard web site for support, someone has actually added an authenticator to the account.... He did not have the authenticator prior to being hacked...

We need to know what our next step is here, I've opened up a ticket in game, I'm hunting down forum posts while he tries to re-dial... Any help is appreciated.

Referring your friend to the What to do if Your Account Has Been Compromised guide (http://us.blizzard.com/support/article/30796) was a great first step. Thank you so much for looking out for your fellow gamers.

Now, while this guide provides instruction for how to have an unauthorized Authenticator removed—by contacting Billing & Account Services—please also let your friend know that he should be able to receive Authenticator removal assistance within our Technical Support Forum (http://forums.worldofwarcraft.com/board.html?sid=1&forumId=11110), too. An authentication code is not required in order to post on our forums, so he may be able to do that step by himself. :)

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Q u o t e:
This happened to me as well today. The problem with the link you just provided is that it doesn't work because they used an authenticator to stop us from getting back into our accounts.

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As noted in another thread, Arknot, the guide does in fact cover this step:

http://us.blizzard.com/support/article/30806 (towards the top of the page)

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Q u o t e:
Are you are being asked for an authentication code when logging into the game client or Account Management, but did not personally associate an Authenticator with your account?

If so, an Authenticator may have been maliciously associated with your account by an unauthorized party. Please contact Billing & Account Services to regain control of your account and remove the unauthorized Authenticator. Billing & Account Services representatives are available 7 days a week from 8:00 AM to 8:00 PM PST and may be reached by phoning 1-800-59-BLIZZARD. International customers may also use the numbers listed here (http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20606).

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Q u o t e:
Looking at the authenticator, but from what I understand, the algorithm it runs off has already been cracked.. GG >_<

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No, it hasn't. (Hooray!) :)

What happened is pretty simple: An unauthorized party learned your friend's account name and password, logged into his account, and attached an Authenticator. Nothing besides your friend's account was compromised. I'm happy to say that our Authentication system remains secure.