Two-factor Authenticator

[Wyrsa]

I have two-factor authentication on my account. My phone crashed and I had to get a new one. I no longer have the authenticator and cannot get into my account. How do I remove the authenticator without having an authenticator so that I can log in?

[TastyGM]

@Wyrsa Hi there!

There are two ways to resolve 2FA issues:

1. You have the 2FA recovery code (you should be able to find it in your email). In that case please visit https://ascension.gg/user/two-factor and click the "remove" button. Insert the code in the box there.

2. You do not have recovery code or are not logged in to the account. In that case, please follow this guide below:

Copy paste the code snippet below, and insert all information. Do not delete the prompts.
For example: 1. Account Name: Your account here instead of 1. Your account name here

1. Send an email to [email protected] with the subject line "2FA for YOUR ACCOUNT NAME"
2. If you have donated before, providing a screenshot of an email receipt will speed up the account recovery process. Printscreen or Windows + Shift + S to copy a snippet of your receipt and paste it into the email.
3. Include your discord ID, Account name, and your main character alongside with its realm.

Below is snippet which should be sent via the email to [email protected] with the subject line "2FA for YOUR ACCOUNT NAME"

1. Account Name:

2. Registered Email:

3. Last Known IP if applicable:

4. Most Recent Donation Transaction ID if applicable:

5. Main Char and Realm:

6. Last known successful login date:

7. Any additional information that will prove account ownership:

Your request will be handled as soon as possible!