Account Recovery vs. Password Reset

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Support Forum Agent
Greetings all!

With various game and content changes released this year, we’ve seen a number of players returning to our games…only to find that they are unable to login due to invalid login credentials. Many times the immediate assumption is that the account has been compromised. While account compromises do occur, this is not always the case.

We receive an abundance of compromise reports daily, but did you know that less than 10% turn out to be an actual compromise of the account? The rest of the reports usually come from players who simply need to reset their password. Non compromise reports, submitted via the Account Recovery Form, can cause ticket queue times to escalate and prevent Game Masters from assisting players that cannot otherwise help themselves.

Below are some guidelines that will help you differentiate between when to reset your password versus when it’s appropriate to submit the Account Recovery Form.

Resetting Your Password

If your account has been locked for security reasons, resetting the password can unlock the account without the need to phone in.

Visit the Password Reset page to begin.

  • Enter your Battle.net email address, your first and last name as it appears on the account, and the security captcha. Press continue.

  • If you have SMS Protect set up, you will be sent a code to your mobile device. Enter the code provided. You will then be able to change your password.

  • If you do not have SMS Protect set up, you will be prompted to provide either the answer to your secret question or the first six digits of a game key for one of the titles: World of Warcraft including the expansions, StarCraft II: Wings of Liberty, or Diablo III.

  • If the information provided is correct, a confirmation email will be sent to the registered email address. Click the link in the email to complete the password reset process & create a new password.

If you don’t have SMS Protect on the account, have forgotten the secret question answer, or don’t have any of the game keys, fear not! Our Account Services department will be happy to assist you in updating your email address if needed, and getting you back into the account.

Account Recovery Form

If you are unable to log into your account due to invalid login credentials, your account may not necessarily be compromised. There are usually indications a compromise is in process, such as receiving a notification that your email or password has been changed, or your character appearing online to friends. Don’t panic! We’re here to help.

Before beginning the Account Recovery process, make sure your computer and information is secure. You may wish to change your email password and scan your computer for malicious software. Once you’ve completed those steps, proceed to the Account Recovery Form.

  • Enter your Battle.net email address, your first and last name as it appears on the account, and the security captcha. Press continue.

    • Note: Even if your email address was changed as a result of a compromise, you should still be able to submit the Account Recovery Form using a prior email address. If you receive an error that the email/name combination does not exist, try another browser or try again later.

  • Provide the secret question answer or the first six digits of a game key for one of the titles: World of Warcraft including the expansions, StarCraft II: Wings of Liberty, or Diablo III.

  • If you’ve forgotten the answer to the secret question or don’t have any game keys, we can still help. Government issued photo ID will be required if you’ve forgotten your information.

  • Let us know the last game you played & approximately how long ago, and include any additional information you feel we should know. Press continue.

Once the Account Recovery Form is submitted, you will be sent a password reset email. Be sure to check your junk mail & spam folders if the email doesn’t arrive in your inbox. You may need to set up email filters if you're not receiving the password reset email. We’ll take it from there.
Edited by Roraks on 4/1/2013 8:22 AM PDT
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