I’m a relatively older player and was also new to using OTP. I finally decided to enable it because of the in-game incentive. After about three days of using it, the authenticator suddenly stopped working, and I lost access to the URL. At the time, I didn’t realize that the password included after the URL was the “master” recovery key.
When I contacted support, I was told the issue would be resolved, and I promptly followed all the required procedures. I was asked to confirm that I was the account owner and to wait patiently. Hours turned into days, and now it has been a week with no resolution. Each time I reach out for an update, I’m simply told that the team is working on it due to a high volume of requests. There has been no timeline, no meaningful update, and no clear communication about the status of my case.
While I understand that I may not have fully understood how OTP worked, I have dealt with account recovery processes at many other companies, and in those cases, I was met with timely and transparent support—sometimes resolving the issue within minutes. In contrast, this has been the most frustrating and opaque support experience I’ve ever encountered.
As someone who has invested a significant amount into the game, this lack of communication and urgency is extremely disappointing.
Thanks for listening to my rant. If anyone has had similar experiences, feel free to share.