Help with the Authenticator App

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 an Authenticator app. This method uses a downloadable app—such as Google Authenticator—on a device such as a cell phone or tablet to deliver your security code.

Setting up the Authenticator App

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:

authenticator_app.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. Click the "Use an authenticator" link at the bottom of the window. 
  5. If you want to receive your security code on a device other than the computer you’re using, use that device to download your preferred app.
    • Google Authenticator is the most popular app of this type, and is free.
    • Any app that supports the TOTP/OATH standard (IETF RFC 6238) will work.
  6. Once you’ve installed the app, open it to begin the setup process.
  7. On the computer where you're logged into the account management page, click "NEXT."
  8. Using the device with the app, scan the QR code or enter the secret code displayed on the screen.
    • If you receive an error message... Ensure the time and date on your computer (or other device) is accurate, then try again. If you continue to have any other problems setting up the Authenticator App, please submit a request to our support team for assistance.
  9. Next, enter the 6-digit code provided by the app on the account management page, then click "NEXT."
  10. Click "FINISH" to complete the process and return to the account management page.

Common Issues & Solutions


How can I remove the Authenticator App from my account or change the device I use to authenticate?

If you still have access to your old phone, you can remove the Authenticator App 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 AUTHENTICATOR."
  4. Enter the new code displayed by the app in the first box.
  5. When the code changes, enter the new code in the second box.
  6. Click "NEXT" and "FINISH."
  7. 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 device, contact our support team for help updating your authentication method.

Is the Authenticator App for Windows compatible with Windows 10?

If you're using a desktop Authenticator App and you’re planning to upgrade to Windows 10, be sure to remove the Authenticator App from your account before updating your operating system.

  • Instructions on how to do this are located in the first question (above).
  • Upgrading without removing the Authenticator App will cause it to stop working.
  • WinAuth—the desktop Authenticator App listed on the account management page—is not yet supported in Windows 10. Microsoft offers other apps that are compatible with Windows 10 and use the same type of technology, but none of them have been tested extensively with Guild Wars 2 at this time. To find one of these apps, you can search for "RFC 6238" on Microsoft’s app store

Once you’re done upgrading your operating system, you can safely add authentication to your account again.

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.

Can I use the same Authenticator App for multiple Guild Wars 2 accounts?

Yes, depending on the app. Google Authenticator, for example, supports multiple accounts—each of which receives its own unique code.

Other Authentication Methods


If you're interested in using SMS authentication (i.e. text messages) instead of the Authenticator App, you can learn more about setting up SMS authentication in this article.