Help with the Authenticator App

How do I set 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, then “Edit” on the left side next to “2-Step Verification.”
  2. Click “Use an authenticator.”
  3. 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.
  4. Once you’ve installed the app, start it and begin the setup process.
  5. On the computer you’re using to log in to the account management page, click “NEXT.”
  6. Using the device with the app, scan the QR code displayed onscreen or enter the secret code.
  7. Enter the 6-digit code provided by the app into the box and click “NEXT.”
  8. Click “FINISH” to complete the process and return to the account management page.

If you get an error message after step 7, please check to make sure the time and date on your computer and other device are accurate, and try again. If you have any other problems setting up the Authenticator App please submit a request to our Support Team for further assistance.

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

If you still have access to the device with the app, you can remove the Authenticator App from the account management page by following these steps:

  1. Click the “Security” link at the top of the page, then “Edit” on the left side next to “2-Step Verification.”
  2. Click “UNLINK YOUR AUTHENTICATOR.”
  3. Enter the new code displayed by the app in the first box.
  4. When the code changes, enter the new code in the second box.
  5. Click “NEXT” and “FINISH.”
  6. To keep your account secure, click “Edit” on the left side next to “2-Step Verification” again 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 first. Instructions on how to do this are located in the section before this one. Once you’re done upgrading, you can re-add authentication to your account. Upgrading without removing the Authenticator App will cause it to stop working.

WinAuth (the desktop Authenticator App available through the account management page) doesn’t yet support 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’s saved as an authorized network for your account and you won’t be asked to authenticate it again. You can view a list of all your authorized networks in the Security section of Account Management. You can also remove 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 with its own unique secret code. 

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