Battle.Net iPhone Mobile Authenticator ALERT

by Toirneach | 12/09/2009 01:07:14

Toirneach


***Update 09/12/09 3:45pm EST*** (Original Post continues after this important message)

I was able to remove my Authenticator! Here are the steps I took, they might work for you:

(Please note: These steps were preformed on a PC, with an iPhone 3G running OS 3.1)

First thing I did was delete the updated Battle.net Mobile Authenticator from my iPod / iPhone PRIOR to connecting it to iTunes.

* Open your version of iTunes and proceed to "preferences".
* Under the "Devices", make sure that "Prevent iPods and iPhones from syncing automatically" is checked off.
*Connect your iPod / iPhone.
*After the device appears in the left hand bar, select the iPod or iPhone and Right Click.
*Choose the option "Restore from backup"
*Select your proper device, whether it be your iPhone or your iPod.


Allow your restore to run, this could take anywhere from 20-40 minutes, depending on the amount of applications, movies, etc you had on your device.

After the device is done restoring:

*Verify the restore is properly set up.
*Validate that the Battle.net Mobile Authenticator is not currently on your device (This was the case with my restore... it did not place the app back on my phone).
*click on your device in the left hand bar.
*Under the "Applications" tab, find the Battle.net Mobile Authenticator.
*At the bottom of the screen, press "Apply". This should add the Battle.net Mobile Authenticator back onto your device.
*On your device, find the Battle.net Mobile Authenticator application and click it.


For me, this brought up the familiar screen with 8 numbers randomly generated for logging in. Leave this open and running as you continue...

From here:

*Proceed to http://www.battle.net
*Enter your User Name / Password in the field, followed by the Battle.net Mobile Authenticator 8 character code.
* On the Account Home page, click on "Change Security Options".


This will bring you to a screen that displays both types of Authenticators available.

*Click on the Mobile Authenticator.
*Click on "Remove Authenticator".


From here it will ask you to type in the next TWO sets of numbers in order to remove it. Once done, the message will appear that the Authenticator has been successfully removed.

Log out of http://www.battle.net & attempt to log back in. You should be able to get in without the need for your Authenticator key!


****Original Posting****

Greetings,

If you use the Battle.net Mobile Authenticator for the iPhone or iPod Touch, there was just a new update. Don't update right away!!!

Follow the steps outlined here:

http://us.blizzard.com/support/article.xml?locale=en_US&articleId=27005&parentCategoryId&pageNumber=1&categoryId=3533

You will need to REMOVE the authenticator from your account PRIOR to applying the update, as failing to do so will lock you out!!!

Please, make sure you follow the directions as the update notes do not warn you of this problem. I don't want anyone else to go through what I am currently working on.

Thanks

Toirneach

*****UPDATE 09/11/09 7:45pm*****

made contact with Blizzard as well... Here is what I got from the Technical Support person:


Hello,

There are two ways to remove the authenticator. The first requires you to contact us directly with the serial number for the authenticator or the original World of Warcraft Authentication Key and the answer to the secret question. With this information we can remove the authenticator over the phone. The second method involves sending us information; this process is outlined below.

In order to deactivate the Blizzard Authenticator we will require the following:

- A legible photocopy of the identification of the registered account user. Only a government issued photo ID or Birth Certificate will be accepted for the registered user. (School IDs are *not* accepted.)

- A copy of the TOU form
If the account is a World of Warcraft account that has not been linked to a Battle.net account please use the following TOU Form found at the following: http://us.blizzard.com/support/article.xml?articleId=21469.
If the account is a Battle.net account please use the following TOU Form found at the following: http://us.blizzard.com/support/article.xml?articleId=26361.

Please email these materials as an attachment to our Billing and Account Services department at AccountServices@Blizzard.com. This file must be under 5 MB and be in the jpg, gif, or bmp format. For ease of processing, please use the account login name as the subject line.

**Please Note: If the account in question has been merged with a Battle.net Account, the authenticator will be removed from all game titles associated with the Battle.net Account.**

Alternatively, you may fax or mail these materials to our office:

Fax Number: (949) 725-0701

Mailing Address:

ATTN: Blizzard Authenticator
Billing & Account Services
Blizzard Entertainment
PO Box 18979
Irvine, CA 92623

To assure prompt processing of your submission please review the following tips:
- Be sure to include all of the requested documents. Missing or incomplete information may cause delays.
- Print and manually sign the appropriate version of the TOU form. Processing will not proceed without the proper legal acknowledgement of the Terms of Service.
- Make sure that all attachments meet the recommend requirements. Security concerns may cause files with other formats or files that are too large to be filtered or deleted without response.


If you have any questions regarding this procedure, please e-mail our Billing and Account Services department at billing@blizzard.com or call us for live assistance. Billing representatives are on hand to take your call Monday through Friday between 8am and 8pm Pacific Time, at 1-800-59-BLIZZARD (800-592-5499). Customers in Australia should call 1-800-041-378.

PLEASE NOTE: If you are requesting that the Authenticator be deactivated from your account due to receiving an error upon login that the Authenticator code entered is invalid, we might be able to assist you with this issue via telephone prior to you sending in your information.


So, it is possible to get this taken care of, however, since it is the weekend, all of us are likely to be out of luck until sometime Monday at the earliest (As I do not believe that the higher support works any different hours than standard).

I am currently working an overnight for my job, but will try to restore from a backup and see if that works. Here is to hoping.... And good luck to everyone else.

Toirneach


[ Post edited by Toirneach ]

by Mumper | 12/09/2009 09:39:01

Mumper

Just noticed this thread and sent off the information to the right folks on our end. I don't have any updates for you but I at least wanted to let you know that we are aware of the issue.

Lead Content Designer

by Datth | 14/09/2009 18:07:21

Datth

We apologize for the wait time but Billing is very busy on Mondays. Please keep trying.

Tech Support

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