Help with SMS Authentication

Authentication (also known as "two-factor authentication") is an extra layer of security you can add to your account. An account protected by an authentication tool not only requires the correct login email and password to access, but requires a unique security code whenever a login attempt is detected from a new location or unknown network.

One of the authentication tools at your disposal is SMS authentication. This method uses your phone's text messaging service to send you security codes whenever a new login attempt is detected.

Setting up SMS Authentication

When you create an account, you’ll have the option to setup an authentication method during the registration process. If you already have an account, you can also add, update, or remove your authenticator at any time by following these steps:

sms_authentication_page.png

  1. Log into the ArenaNet account management page.
  2. Click the Security link at the top of the page.
  3. Under Credentials, click the "Edit" link next to 2-Step Verification.
  4. Select your phone’s region from the drop-down menu and enter the full phone number (including area code) in the box.
  5. Make sure the "Text Message" radio button is selected.
  6. Click "SEND VERIFICATION CODE" to have the code delivered to your phone (it generally takes less than a minute to arrive).
  7. Once you get the code, enter it in the box and click "NEXT."
  8. Click "FINISH" to complete the process and return to the account management page.

Common Issues & Solutions


How can I remove SMS Authentication from my account or change the phone number I use to authenticate?

If you still have access to your old phone, you can remove SMS authentication on the account management page. Simply follow these steps:

  1. Click the Security link at the top of the page.
  2. Under Credentials, click the "Edit" link next to 2-Step Verification.
  3. Click "UNLINK YOUR PHONE" to have a new security code sent to your mobile device.
  4. Enter the new code, then click "NEXT" and "FINISH" on the account page.
  5. To keep your account secure, click the "Edit" link next to 2-Step Verification to set up a new authentication method.

If you lose your phone or change numbers, simply contact our support team for help updating your authentication method.

I lost my phone! Help!

Don't worry! If you ever lose your phone or change numbers, simply contact our support team for help updating your authentication details. Try to fill out all the fields in the ticket form and provide any phone numbers you’ve ever used on the account.

I tried to authenticate but didn't receive a code. What's wrong?

Sometimes your code may be delayed—either due to problems with your phone service or an error with the authentication system. If this happens, don't try repeatedly re-sending your request for a code immediately; instead, wait at least ten minutes and try again.

If the code doesn't arrive within ten minutes, you can either wait longer (we’ve had reports of codes suddenly delivering after an hour or so) or contact our support team for help changing your authentication options. If you end up receiving your code while waiting for a reply, simply let us know so we can close out your ticket!

How come I’m not prompted to authenticate every time I log in?

Once you authenticate a network, you will have the option to save it as an authorized network so you don't need to authenticate it again. You can view a full list of all your authorized networks in the Security section of the account management page. You can also remove any previously authorized networks from this list, which will prevent access from those networks until another security code is entered.

I tried to set up SMS Authentication on my account but received an error message...

If you see a message asking you to "wait five minutes and try again," it generally means that there have been too many recent attempts to send security codes to the number you're using. Waiting five minutes before trying again should resolve this error.

You may also see an error if our system can’t deliver an authentication code to the number you entered. If the number you’re using is for a regular cell phone, double check to ensure the number is correct. If the number is for a different kind of phone service, it’s probably not compatible with our system. You can try using a different number, or you can check out the Authenticator App for another great way to protect your account.

Can I use the same phone number to authenticate multiple accounts?

Yes! You can use the same phone number for as many accounts as you'd like.

Can I use SMS Authentication with a landline or online phone service such as Skype?

Landlines and online phone services such as Skype and Google Voice won’t work with the SMS authentication system.

Other Authentication Methods


If you're interested in using the Authenticator App instead of SMS authentication, you can learn more downloading and using the mobile app in this article.