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Posts with tag authenticator

Reaching Blizzard support if you can't log in

Earlier this year, Blizzard launched a new Support Callback feature that allowed players with account issues to simply fill out a form and wait for a callback from support. This was a fantastic move in terms of getting rid of the need to spend hours on hold -- but it did have some players concerned and wondering how, exactly, one was supposed to contact support if one was locked out of their account and could not access the appropriate Battle.net page.

Customer Support representative Araxom has written up a response to just that particular situation over on Reddit. If you cannot access your account, or log into Battle.net, there is a support page that will still allow you to live chat with customer service, set up a callback, or even submit a ticket, all without having to log in. Although callbacks and live chat may not be available every hour of every day, you can still submit a ticket with this method and get a response in a reasonable amount of time. And remember -- if you're worried about account security, picking up an Authenticator is always an excellent idea.

Filed under: Account Security

Authenticator problems? You'll need to contact support

Removing an authenticator from your account is pretty easy -- so long as you have the authenticator handy. But if you don't -- like if you've upgraded your smartphone and your mobile authenticator doesn't work anymore -- then you've got a bit more trouble ahead. Usually Blizzard has an online form to help you out of a problem like this, but the form is currently MIA which makes getting help a bit harder.

Blizzard is working to get the page back online, but in the meanwhile, you'll have to resort to contacting customer support directly for help. Customer Support rep Araxom says anyone having trouble removing an authenticator will need to contact support using one of the methods at the bottom of the support page -- which means you can open a ticket, set up a phone callback, or jump into a live chat. None of these methods are instant, but they will wind up getting you the authenticator help you need without too much of a wait.

Just remember to add a new authenticator once you've removed this one -- it's a security feature you won't regret having.

Filed under: Account Security

Blizzard store re-opens

Blizzard Gear Store
After a couple of months on hiatus, the Blizzard online store has re-opened its doors as Blizzard Gear. Not to be confused with the digital-only Battle.net Shop, the Blizzard Gear store is where you'll find the usual assortment of shirts, posters, plushies, and other Blizzard memorabilia. There's also a new section titled Caverns of Time which sells leftover items from past BlizzCons. Perhaps most relevant to WoW players is the ability to get your hands on a physical authenticator once again, which is available in a few different flavors. According to their shipping page, they will ship most of their products to a number of countries outside of the United States.

You can visit the Blizzard Gear store here.

Filed under: Blizzard, News items

Resolve to improve your account security in 2014

Blizzard's European Customer Support team has invited players to make a New Year's resolution that we at WoW Insider can definitely support. It's easier than giving up chocolate, and probably more useful than that gym subscription you were planning on getting.

Following the link in the tweet above will take you to their page on account security that is just packed with helpful tips to secure your battle.net account, and your computer. Some of the most common causes of account theft relate to lax security on the side of the user, and following these tips can really help you avoid that.

There's also legitimate links to all the major sources of free anti-virus software, and the article is packed with other tips to avoid things like phishing sites, spyware, and malicious processes. In the absence of physical items on the battle.net store, there's also advice on retailers that can sell you authenticators.

Filed under: Account Security

Heading out of town for the holidays? Don't get locked out of WoW!

Over on /r/wow/, Blizzard CS rep Araxom offers some tips to avoid getting locked out of your WoW account if you're traveling this holiday season. Logging on from a different physical location can trigger some security features on Blizzard's side -- especially for accounts that don't have an authenticator attached. Avoiding holiday account lockouts is pretty simple:
  • Make sure you have an authenticator attached to your account, which makes it less likely your account will get locked for something like this. (And if you use the mobile authenticator app, be sure you have your restore code written down or screenshotted in case you run into issues with your phone.)
  • Enable SMS Protect, which can let you bypass your authenticator using your cell phone if you run into any problems.
Both of these are generally good ideas, but during the holidays having the right security setup can mean the difference between relaxing with some WoW and wrestling with resetting your password -- and we're pretty sure you'd all prefer the former. Not sure where to get started with account security? Check out our security guide for a walkthrough.

Filed under: Account Security

What to do if your WoW account has been hacked

The worst has happened: you've tried to log on to your World of Warcraft account and you can't. Or perhaps you can log on to your account, but your characters are have been stripped of gear and gold. Your account has been stolen, hacked, or compromised somehow. But don't panic, because Blizzard can help you get your account back. It's a bit of trouble on your part -- which is why you ought to take care to keep your account secure! -- but it's certainly not impossible. We'll walk you through the whole process, step by step.

The process may seem lengthy -- and annoying -- but be patient, and you'll eventually get your account back just as you left it.

Read more →

Filed under: WoW Rookie, Account Security

How to secure your World of Warcraft account

Whether you're just getting started or you've maxed out the number of characters on your World of Warcraft account, your account is valuable to hackers. And if they happen to steal your account, it can be a pain -- and a long wait -- to get it back to you. All of this makes securing your World of Warcraft account serious business.

But fortunately, it's easy enough to keep your account under (virtual) lock and key by taking some precautions in advance -- and when we say "in advance," we mean these are things you should do right now. We'll walk you through the very basics of keeping your account secure with a good password and an authenticator. Read on for all you need to know about getting started with good security!

Read more →

Filed under: WoW Rookie, Account Security

Authenticators temporarily unavailable from EU Blizzard online store

From December 17th, players in Europe will no longer be able to order a physical Battle.net Authenticator from the Blizzard online store. CM Takralus broke it down for everyone playing in the EU realms. Why are authenticators going to be unavailable? Because the online store in Europe is being revamped.

Takralus - Battle.net Authenticators Temporarily Unavailable
From December 17 2012, physical products including Battle.net Authenticators will be temporarily unavailable on the Blizzard Online Store in Europe. This is in preparation for a revamp of the store which will take place during 2013. In the meantime, many items can be found on the US Blizzard Store.

Players wishing to acquire a Battle.net Authenticator have several options. The Battle.net Mobile Authenticator is available for many types of smartphone, and you can find out more about it here. For many people, this is the easiest and cheapest option!

If you prefer to have a physical Battle.net Authenticator, you can get hold of one from several sources including the online retailers and high-street stores listed here.
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I admit I don't know how reasonable it is to order an authenticator from the US store for players in Europe, so hopefully the store won't be down for long. It should be noted that Takralus specifically points out that physical products will be unavailable, so presumably you can still buy items like pets and mounts.


Mists of Pandaria is here! The level cap has been raised to 90, many players have returned to Azeroth, and pet battles are taking the world by storm. Keep an eye out for all of the latest news, and check out our comprehensive guide to Mists of Pandaria for everything you'll ever need to know.

Filed under: Blizzard, Account Security, Mists of Pandaria

Blizzard increases security with SMS Protect

If you're concerned about account security, there's a new feature Blizzard want you to know about. They've been reminding us all about this feature via the forums, and have posted this informative, if somewhat bizarre video to tell us all about it.

The new feature, introduced a few months back, is Battle.net SMS Protect. It's a free service, as long as your mobile phone service provider doesn't charge you to receive text messages, in which case text messages would be charged at the usual rate. SMS Protect cannot use any type of messaging other than text messaging, and doesn't require a smartphone to work -- all your phone needs is the ability to receive SMS text messages, making this a nice feature for those players who don't have smartphones.

There have been mixed reports on whether it works with prepaid mobile phones, but where it hasn't been working that's usually because carriers don't allow the receipt of SMS text messages.

SMS Protect is not designed to replace the authenticator, either the phone authenticator or the physical authenticator. Rather, it is an alert system, designed to warn you about suspicious activity on your account, and allow you to perform certain actions with your phone. Hit the break for more information!

Read more →

Filed under: Account Security

Authenticator now required for Diablo's Real-Money Auction House

Diablo 3 Authenticator required for RealMoney Auction House
In order to use the Real-Money Auction House in Diablo III (which can be used to fuel your WoW subscription), you need to have a Battle.net balance set up for buying and selling items. Because Blizzard is understandably concerned about account security, an authenticator or mobile authenticator is now required in order to add to your Battle.net balance. Transferring proceeds from the RMAH to your B.Net balance will also require the use of an authenticator.

The RMAH has yet to be implemented in Diablo III, but some players have already added money to their balance in preparation for its launch. Those players will be still be able to use it to pay for eligible purchases or to use in the RMAH without the added security, but adding to the balance from now on will require adding an authenticator to their accounts.

I think that preparing beforehand for the inevitable attempted account incursions is a very responsible move on Blizzard's part. This move is good for the players, as well as good for their customer service department, I'm sure.

The full announcement is after the break.

Read more →

Filed under: Diablo 3

You cannot get hacked by playing public games in Diablo 3

Image
After years of keyloggers and trojans from unsafe browsing, unsecured computers, or just plain bad luck, WoW players should be pretty used to the concept of a compromised account and how said compromises happen. Unfortunately, Diablo III players don't appear to be as familiar with them, which has resulted in some pretty maddening discourse on the official forums and across the internet.

Just like WoW accounts, Diablo III accounts are worth real money. Blizzard has had experience dealing with compromised accounts for years. This is why it introduced the Battle.net Authenticator, a second level of security that makes it very, very difficult to get your account compromised. Authenticators don't make it impossible to get your account compromised, but they do make compromising your account much more trouble than it's worth in the face of mass keylogging, which is how accounts are normally stolen.

Some people who haven't had a WoW account before but bought Diablo III were undoubtedly surprised when their accounts were compromised, which is understandable. An editor at Eurogamer had his account hacked and responded with an article suggesting that players were getting their sessions hijacked by joining public games and that people were getting compromised with this method even with authenticators attached to their account. Unfortunately, sites all over the internet picked up the story and also reported the session hijacks and bypassed authenticators as fact.

The problem is that neither of those things were correct. In fact, Blizzard says it's actually impossible to do with Diablo III due to the way the infrastructure is set up.

Read more →

Filed under: Blizzard, Account Security, Diablo 3

Blizzard releases customer support how-to videos

As part of its continued fight against account hacking and account compromise, Blizzard's customer support department has started a YouTube channel dedicated to hosting how-to videos on security, what to do if your account is hacked, general security tips, and how to use the Battle.net authenticator. Not only are the videos educational and helpful, they are also adorably fun, making security as enjoyable as it possibly can be.

Not only is this an awesome service for Blizzard to put out, the videos offer excellent ideas for online security in general. The tips in the general account security video are great tips to follow, even if you aren't a gamer. Everyone on the internet should be following these security tips. Good on you, Blizzard, for this awesome community service. I don't think we can give the customer support guys enough shout-outs.

Brace yourselves for what could be some of most exciting updates to the game recently with patch 4.3. Look at what's ahead: new item storage options, cross-realm raiding, cosmetic armor skinning and your chance to battle the mighty Deathwing -- from astride his back!

Filed under: Blizzard, Account Security

Opt-out option incoming for recent authenticator security change

If you follow WoW account security, then you've probably heard about (or personally encountered) a recent change to the way Battle.net authenticator devices work. Basically, when you log into the game, the client attempts to determine if you're logging in from your "home" computer or at least a computer you use regularly. It uses several factors to make this determination, such as your MAC address and your IP address. If the information doesn't indicate that the login is taking place from a safe machine, it'll prompt you for your authenticator code. If it is a safe computer, then you'll only be asked for your code randomly, once a week or so.

The change, aimed to make authenticators less of a hassle for those who log on from the same computer quite a bit, caused an odd uproar on the official forums from players who were worried that this change somehow made their account less secure. Addressing these concerns, Blizzard Community Manager Zarhym announced today that Blizzard is working on providing an opt-out option for this convenience feature.

Details were scarce since, as Zarhym noted, Blizzard hasn't quite nailed down specifics yet, but he assured players that it's something Blizzard's been looking into since the authenticator change was first announced.

The full announcement post and followups are after the break.

Read more →

Filed under: News items, Account Security

Battle.net Mobile Authenticator now available for Windows 7 Phones

Android and iOS device users have had the luxury of using the Battle.net Mobile Authenticator, a software version of Blizzard's downright necessary keyfob authenticator, on their phones or tablets for a while now. As of today, Windows 7 Phone users can also take advantage of the Mobile Authenticator by downloading it from the Windows Phone Marketplace.

At this point, there's pretty much no reason not to have an authenticator -- they're 6 bucks and free to ship for a physical device and no cost at all for a software version available for every major mobile platform. Just get it!

Battle.net Mobile Authenticator for Windows® Phone 7 Devices
The Battle.net Mobile Authenticator, an application for mobile phones that provides an extra layer of account security, is now available as a free download for Windows® Phone 7 devices on the Windows Phone Marketplace. The Battle.net Mobile Authenticator provides a one-time password that you use in addition to your regular account name and password when you log in to a Battle.net account to play World of Warcraft or StarCraft II.
Versions for other mobile devices are also available for download here, or you can purchase a physical Battle.net Authenticator from the online Blizzard Store. Visit the Battle.net Mobile Authenticator FAQ for more information, or head to the setup page to get started after you've downloaded the application.
For additional account security advice, check out our Account Security page.


Battle.net authenticator process updated with smarter log-in detection

A substantial updated to the Battle.net authentication system was announced today. Players will soon notice a change to their authenticator log on -- it just might not appear. Blizzard's login servers and authentication system now intelligently track where your account is logging into the game from and, if you're consistently logging in on your home computer, the authentication servers will let you pass, no code needed.

Blizzard wants make the authentication process less intrusive and this is a first step towards that goal. Right now, having to input a code each and every log in is a pain, sure, but it also makes me feel secure. I'm never going to say no to more security, however, and if the system is something that can accurately figure out where I am and let me on, that's great.

This doesn't take into consideration the circumstance where you use an authenticator to prevent access to WoW, even from the home PC. I know some parents who use a simple password that their kids can remember but use the authenticator as the gate to prevent unwanted play. Maybe there will be an opt-out feature of some kind to always ask for the code.

You can check out the Battle.net account security page or check out the Blizzard mobile site for application information. For more information on this specific change to the authenticator system, follow me after the break.

Read more →

Filed under: Blizzard, Account Security

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