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Ankama Authenticator Deactivation page is not working

By Bluhen - MEMBER - October 09, 2019, 23:22:35
AnkaTracker

Hi everyone.

The issue is that I changed my phone and I don't have the recovery code from the App, so when I try to log-in into my other account Wakfu asks me for the number that is generated on the App. (to which I do not have access because I changed my phone and lost the code)

I know there is a way to remove the Authenticator via SMS but the page is down and has been like that for a long time now as you can see on the image below:

Is there other way I can deactivate the Ankama Authenticator so I can recover the access to my account? If not, I would kindly ask the staff to please fix the page so I can do it manually.

Thanks for reading!
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First Ankama intervention

Hello Bluhen,

After checking, the page does not seems to have an issue. Can you try : https://account.ankama.com/en/account/deactivate-protection-sms on a different browser ? 

Thank you !

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Score : 1991

if you do have the old phone with the app still installed you can deactivate the authtenticator there without the code just click delink the account button 

also there is 2 other ways. if you have steam linked you can log to game via it and continue as usual bit annoying i know. The last option is to contact ankama customer support they can remove it there too 

 

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Score : 3617

Sadly, Steam doesn't bypass the Authenticator anymore.

Thanks.

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Score : 3617

Update 10/23/2019: Hello, the page is still not working so I haven't been able to log into the game for some weeks now. Launching the game via Steam doesn't bypass the Authenticator anymore and I really don't feel safe sending my personal identification documents (seeing that there is this other option available). 

It'd be great if, after all this weeks and months, the page was fixed so many of us can access to our accounts again via SMS.

https://account.ankama.com/en/account/desactivate-protection-sms

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Hello Bluhen!

Thanks for the report, I will forward it to the right instance.

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Hello Bluhen,

After checking, the page does not seems to have an issue. Can you try : https://account.ankama.com/en/account/deactivate-protection-sms on a different browser ? 

Thank you !

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Score : 3617

Hello.

Thanks a lot for your help! I can log into the game again happy

After comparing the addresses, I think I found something that might be the cause of the issue.

When you go to the Ankama Support page and access to the "Unlock my account/Disable my protection" section, there is a red hyperlink (Our help page) that is supposed to take you to the Deactivation via SMS page as shown on the image below:

(https://support.ankama.com/hc/en-us/articles/201141056-Deactivating-the-Authenticator-or-unlocking-the-Authenticator-on-my-account)

When you click on that red hyperlink it takes you to https://account.ankama.com/en/account/desactivate-protection-sms , note that this address has an extra "S" on the word Deactivate (it says Desactivate) and you end up getting the 404 not found error shown on the first image. Removing the letter fixes it.

Maybe that's what caused the problem?
 
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Hello Bluhen, 

It seems that is not the right link. Thank you for you help, it's been forwarded smile

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