Demdurps
Demdurps
Americas
06:41, 13/09/12

Recently my physical authenticator stopped working when trying to log in to the Battle.net website (it still displays a code when the button is pushed). No matter how many times I tried to log in, the website would indicate that my authenticator code was not valid.

My first assumption was that the authenticator was, in some way, out of sync. I attempted to use https://us.battle.net/account/support/token-resync.html to resync the authenticator, but it would give me the following error: «An error has occurred. Serial # not found, please try again.»

I called customer support and the representative was unable to find out what the issue was. After several relogs, and attaching / removing the authenticator (on Blizzards end), I reached a 503 error (to many login attempts) and we were unable to proceed with troubleshooting.

The representative ended up simply removing the authenticator from my account. While this solution does give me access to my account, it does NOT solve the problem, and leaves my account in a rather unprotected state.

I have attempted to reattach the authenticator to no avail.

Could a CM, or MVP, advise me on how I can resolve this issue, and preferably to find a solution which does not involve me buying a new authenticator (a mobile authenticator is not an option).

Vrakthris
Vrakthris
Americas
06:41, 13/09/12
to resync the authenticator, but it would give me the following error: «An error has occurred. Serial # not found, please try again.»

I can understand the confusion there. While the page is in English, that page does not work for accounts located in the North American or European regions.

What happens when you attempt to reattach the Authenticator?

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