Help with the Authenticator App

When creating a new account, you'll have the chance to add an extra layer of security known as authentication to prevent unauthorized individuals from tampering with your account. There are two forms of authentication we use for Guild Wars 2:

  • Authenticator App: This type of authentication uses a downloadable app—such as Google Authenticator—on a device such as a cell phone or tablet to deliver your security code.
  • SMS Authentication: This type of authentication sends your security code as a text to your cell phone whenever a login is detected from a new or unknown network.
  • To learn more about setting up an authentication method for your account, visit the Securing Your Account With Authentication article.

Below are some questions about setting up the Authenticator App for your account—as well as some of the most common issues and solutions that can arise during the process.

Setting up the Authenticator App

If you’re creating a new account, you’ll have a chance to add authentication when you register. If you already have an account, you can add authentication on the account management page by following 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 "Use an authenticator."
  4. 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, but any app which supports the TOTP/OATH standard (IETF RFC 6238) will work.
  5. Once you’ve installed the app, start it and begin the setup process.
  6. On the computer where you're logged into the account management page, click "NEXT."
  7. Using the device with the app, scan the QR code or enter the secret code displayed on the screen.
  8. Next, enter the 6-digit code provided by the phone app on the account management page, then click "NEXT."
  9. Click "FINISH" to complete the process and return to the account management page.

If you get an error message after step 8, please check to make sure the time and date on your computer (or other device) is accurate, then try again. If you have any other problems setting up the Authenticator App, please submit a request to our Support Team for further assistance.

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 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.
  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, just contact our Support department for help changing your Authentication options.

Is the Authenticator App for Windows compatible with Windows 10?

If you use a desktop Authenticator App (whether it’s WinAuth or a different one) and you’re planning to upgrade to Windows 10, 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.)

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

There are a few important notes to take into consideration if you're upgrading to Windows 10:

  • Upgrading without removing the Authenticator App will cause it to stop working.
  • WinAuth (the desktop Authenticator App available through the account management page) is not yet supported in Windows 10. Microsoft does offer 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 yet. To find one of these apps, you can search for "RFC 6238" on Microsoft’s app store

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

Once you authenticate a network, it will be saved 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 to your account from those networks unless 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 supports linking multiple accounts—each of which will be provided with 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.