122552-trying-to-contact-support-to-get-my-two-step-authenticator-removed

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			Does anyone know the suppport hours? I have been waiting a long time trying to get my two-step authenticator off my account because I no longer have the old device... all of this to play the game -.-	
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			Just an FYI: They can take between 24 and 48 hours, sometimes up to 72 hours, to get your ticket/issue fixed. When did you put in the ticket?	
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			Oh alright I was really confused because they don't even have a live chat. I put it in about 14 hours ago.	
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Hopefully it gets resolved soon for you!
 
Welcome back to Nexus :)	
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			Mine took about 24 hours but they notified me by email when it happened. Welcome back!	
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Welcome back!
 
On the one hand, I guess it's a good sign that the people who've changed phones and need authenticator help to come back are numerous, because it means a lot of people are coming back.  On the other hand, it has driven up CS times substantially, since that's a problem that can't be easily resolved.
 
I hope it gets fixed soon for you!  It can take a while to get the authenticator disengaged because it's so deep in the security apparatus.  They can't just have a CS hedgehog do it.	
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Everyone has answered your query as to why you haven't heard back yet, but to provide you some reasoning behind it.
 
CRBs turnaround is usually 24-48 hours. More often than not it's the same day. With the release of drop 4, a lot of players have returned so they are experiencing a large volumes of these requests. Since it's meant to be difficult to remove 2-step anyways, adding the more requests and the fact CRB is a small company any ways, the times are taking a little longer than usual. Think they were running at 72 hours.
 
They aren't ignoring you on purpose and you've actually been quite understanding then a lot of folk who've had the same issue. They are just swamped at the moment.
 
in the mean time - Welcome Back :D 	
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			ank you for all the welcomes! I didn't even know they had anything new haha. But I understand. Thank you all for all the informatio. Next time I'll write down the code x.x	
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			Took about a day to get mine removed when I switched tablets.	
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			Wow a day. It sucks I wanted to play since we're on break but looks like I'll be playing when I'm back to classes. I just hope they answer back soon xD.	
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Wow a day. It sucks I wanted to play since we're on break but looks like I'll be playing when I'm back to classes. I just hope they answer back soon xD.
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			Yeah xD I just sent them a couple of attachments within the ticket of the emailed purchases and my serial code being activated lol maybe that will speed up the process haha. Do you have to use the google authenticator, or can you use other ones ?	
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I've done it twice, took just a few hours the first time and under an hour the second.
 
Edit: if you are sending multiple tickets/emails, it pushes your ticket back every time you hit send.	
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Yeah xD I just sent them a couple of attachments within the ticket of the emailed purchases and my serial code being activated lol maybe that will speed up the process haha. Do you have to use the google authenticator, or can you use other ones ?
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			What really? This game lmfao. They should really have a security question if you lose your mobile device so you can reset it. 	
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			My fiance had the same issue and I posted my ticket before his and his was done in four hours mines on 26 hours now this is ridiculous -.-	
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			I'm not sure if I should send in another ticket my fiance sent his after mine anD His was done within 4 hours. It's now been 22 hours for me. I just want the damn authenticator off my account. What's the damn point of giving me a free 10-Day trial before I sub If most of its waiting to play.	
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I'm not sure if I should send in another ticket my fiance sent his after mine anD His was done within 4 hours. It's now been 22 hours for me. I just want the damn authenticator off my account. What's the damn point of giving me a free 10-Day trial before I sub If most of its waiting to play.
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			Ah, alright I won't. I'm just annoyed that we both had the same issue yet his was done within four hours. I feel like what's the point in starting my free trial if I can't even get on to play haha. I know their swamped, maybe I'm just being too impatient but I don't like to waste time lol.	
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			It's sad when I have to keep checking the status of my ticket.	
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It's sad when I have to keep checking the status of my ticket.
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			I mean either way I wanted to play before break ended but now I can't. Haha. It's now the 24 hour mark. I heard sometimes it takes 10 days for some people. I really hope that doesn't happent to me then it's just not worth playing if I can't even get it fixed on regular time schedules	
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By the way, you're not really endearing yourself to CS by tagging your topic with "bad support."  These things take time, and if you've updated your ticket a bunch you've probably pushed it back a great deal.  The more stuff you mess with the longer it'll take for sorting to place your ticket.
Source:  Used to work for ArenaNet, saw this stuff all the time.	
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			I see. I still think they should invest in live chat or a better way to fix authenticator. It's more convenient for everyone. No one wants to wait 2-3 days to hear back from support. I know some things take time but to at least keep the person updated with something is nice. I have no idea if they're even looking at it yet or what it's a bit annoying. But I do understand lol.	
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I see. I still think they should invest in live chat or a better way to fix authenticator. It's more convenient for everyone. No one wants to wait 2-3 days to hear back from support. I know some things take time but to at least keep the person updated with something is nice. I have no idea if they're even looking at it yet or what it's a bit annoying. But I do understand lol.
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I'm very sorry your ticket seems to be in the back logs of the CS queue, but every ticket has a 24 hour or so wait time to receive an answer.
 
I would highly advise against sending another ticket. It only clogs up the system and makes things harder and longer for all of us.
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You're so lucky haha I'm sitting here eyeing my email in hope they will send me something... And yeah I saved it a long time ago but I quit not thinking I'd come back. Karma man.
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			You're so lucky haha I'm sitting here eyeing my email in hope they will send me something... And yeah I saved it a long time ago but I quit not thinking I'd come back. Karma man.	
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			Yeah I simply said " Hello, I had lost the ability to use my old Google authenticator because I got a new device, so I can no longer log into my account and play the game, please help. " Lol. My fiance put " can no longer play due to losing my device" and his was fixed I was so angry haha	
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Yeah, unfortunately what they have in place now IS the best way to remove the authenticator.  Customer says "Hey, I messed up/got a new phone/switch identities/whatever and I need my 2-factor reset."  CS reviews the account, asks for some verification of ownership, then turns 2-factor off.  In the realm of security and ease, that's as few steps as you're gonna get.
 
 
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			Lmfao I gave them screen shots of emails stating that I bought that game only because it's common sense anyone can hack your account and demand it to be turned off my fiance got his off without any verification too which I thought was weird now I'm forced to wait it better not take 3 days I'll go insane. I wanna play lol .	
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			does the support have open/closed hours? So I know I don't have to stay up and wait to see if they resolved my ticket x.x	
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they don't even ask for verification, well they didn't ask me but maybe they have other ways to verify. put in support ticket, had the authenticator removed a couple hours later. I could have been anybody. lucky for me, it was just me :D
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			I don't see a place to close the ticket o.o	
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Hello!
 
I see you already have a thread about this issue here, instead of creating multiple topics all about the same issue we do request you just keep it to one thread. As a heads up, creating a new ticket will place you at the back of the queue, which means it could take you even longer to get a response. Normally you don't want to update the ticket unless requested or required by support. 
 
- Team WildStar 	
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