Multiple Security Locks? Try this!

Customer Support
We've been receiving reports from players who have been experiencing repeated account locks due to "suspicious activity" and we wanted to provide what steps we could to help get you back in the game and/or access the WoW Remote app.

Generally, if our systems detect a change in your normal access pattern (i.e. how you connect to the game and services), it may temporarily lock the account and require you to reset your password. This password reset provides a simple verification that validates the play session and allows you to access the account and game.

Some players who are using the mobile app have recently been getting locked out even after the session validation/password reset.

If you are experiencing this issue, please follow these steps:

1. Make note of the platform (game or mobile) where you received the lockout message.

2. You have two options to unlock the account.
    a. The first is if you attempt to log into the account, you may be directed to a security check page. There you'll be able to enter a security code sent to the registered email address for your account or answer your security question.

    b. The second is if you click on "Can't log in?" and select the My Battle.net account is locked option. There you will be prompted to enter your account name and then to answer your security question or supply a game key from your Blizzard retail box.


3. With both methods you'll be sent a code to the registered email address on the account. Entering that code verifies your access and unlocks the account.

4. When logging in after unlocking the account, log in using the same device that you encountered the lock on. This will ensure that your device is authenticated, and reduce or eliminate the chance of being locked from this device again.

If you experience frequent lockouts otherwise not associated with this specific situation we highly recommend using one of our additional options for account management and security.

The SMS Protect feature is available to those with a standard cell phone in a supported country with a data plan. This feature is available for free (standard text messaging fees would apply) and allows you to manage your security options for the account. Specifically it will send a code to your phone that you can enter on the site and unlock the account instead of resetting the password.

Note - if you experience issues when clicking on the Add SMS Protect button on that page, you can still apply SMS Protect, by logging into your account and choosing the security settings. To find those options, choose 'Account' from near the top of the page. There in the middle of the account screen you will see options for adding SMS Protect and the Authenticator.

We also have available the Battle.net Authenticator. This comes as a mobile app which is available for free as well as a physical device which is available through the Blizzard Store. This security option is taken into consideration by our systems and while it may not eliminate all lock outs, it can greatly reduce them.

If you need additional support with a locked account, you may use our live chat feature or open a support ticket.

Chat (Hours may vary)
Contact Blizzard Support ► Battle.net ► I can't log in ► Account locked and needs to be unlocked ►Live Chat ►

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Contact Blizzard Support► Battle.net ► Can't log in ► Account locked and needs to be unlocked ►Submit a Ticket

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