Authenticator failed. Call customer support message.

[glenh92 0]

I am currently locked out of my account. Any help would be nice. Thanks.

[jbozward 1]

Same here.......

[Notdeadyet 0]

I've been having the same issue for the last hour.

[cosmico79 0]

same here.

 

[darkarcan 0]

Trying send the removal request for two-factor authenticator about 3 hours and didn't get the response yet;

PS: Had make the removal several times, but now the email wont come.

[Gurre 0]

Have the same issue, call customer service :(

Spoiler

 

 

[EVILJUDE 0]

getting the same thing as well. good to see it's not just me.

[Trajor 2]

Same thing here.  I'm trying to play remote from home today using mobile hotspot and authenticator is not working.  Cannot disable 2FA either as emails are not working from the site (I tried twice and not receiving them).  Also, is it normal for the window to look like this with the numbers in a random order?

 

[Zuzuzuzuzuza 2]

Same problem (ONLY IN GAME! 2FA for Control panel on the web-site works fine!).

Edited February 1, 2017 by Zuzuzuzuzuza

[enzer7 0]

Commenting on this so hopefully it will get more attention! You spam us messages every day saying to add 2FA, so that's what I do and look at this, it's broken and I can't log in.  Great way to keep your playerbase @elysiumstaff.  Authenticator works for logging into the website but not the client.

 

FIX THIS

[Bastillery 0]

For those having 2FA issues, what method of authentication did you choose, and what kind of locking (IP / Always)?

[Zuzuzuzuzuza 2]

6 minutes ago, Bastillery said:

For those having 2FA issues, what method of authentication did you choose, and what kind of locking (IP / Always)?

 

Using IP Lock atm.

[Winsane 0]

30 minutes ago, enzer7 said:

Commenting on this so hopefully it will get more attention! You spam us messages every day saying to add 2FA, so that's what I do and look at this, it's broken and I can't log in.  Great way to keep your playerbase @elysiumstaff.  Authenticator works for logging into the website but not the client.

 

FIX THIS

The amount of cringe in this entitlement is insane.

[Hod 0]

I'm having this same problem, yesterday I was having this problem, I removed and readded the 2factor auth and it worked after some tries.
I use the IP lock one. I dont want to disable it because my account was hacked last week and I don't want to pass through it again, but now even me cant access the account.

[Zuzuzuzuzuza 2]

35 minutes ago, Zuzuzuzuzuza said:

 

Using IP Lock atm.

just changed to "Always use authenticator" with no results ...

[enzer7 0]

1 hour ago, Winsane said:

 

Edited February 1, 2017 by enzer7
No time to feed the trolls

[Cogfather 25]

We are aware of the issue.

If you get the "call customer support" error, simply logout, clear WDB, and proceed. 

For some, you may be able to just logout, and log back in.

[Ginfrecss 0]

What is WDB ?

[enzer7 0]

39 minutes ago, Cogfather said:

If you get the "call customer support" error, simply logout, clear WDB, and proceed. 

For some, you may be able to just logout, and log back in.

I cleared the WDB and that didn't work.  Mine is telling me to go to the website to recover my account.  Control panel is letting me log in fine though.

I just kept trying, it let me in eventually

Edited February 1, 2017 by enzer7

[Quantz 0]

Same, so now our choice is get hacked by the totally not comped severs. OR get locked out completely with 2FA that doesn't even work.

 

clear WDB and still not working well I wasn't going to quit after the hack but now i guess i have no choice.

Edited February 1, 2017 by Quantz

[Vollfos 2]

same , tried all ,

wdb ,

synchronisation authenticator with account ,

changed password on controlpanel,

used ip and always function

 

nothing seems to work

 

tried to login to abaout 40 times now 

[Misaligned 0]

I am having the same problem. I had to try a couple times earlier today but now it fails every time. 

[Vollfos 2]

i removed now the authenticator, could directly login!

enabled the authenticator again, cant login 

[Cogfather 25]

Thank you guys for the information. As I stated, we are aware of the problem, and are actively investigating a solution. Please refrain from further bumping the thread, unless you can provide helpful/useful information.

 

Thank you all for your continued patience and support.

[Nejiri 1]

had the same problem. Tryed a couple of times. After maybe 10 trys i was able to log in