Someone added/removed the Authenticator service on my account, what should I do?

If you receive an email indicating that the Authenticator has been enabled or disabled on your account and you did not request this service, there is great cause for alarm.

It is very likely that someone is trying to access or take over your account.

Even more alarming, this person also has access to your personal information (your account name, your password, your secret answer, and access to the email address associated with your account). If the Authenticator service has been deactivated, it means that this “thief” also has access to the mobile device associated with your account.

It is absolutely imperative that you contact Ankama Support immediately.

Here's what to do:

First step
In order to authenticate you as the account owner, you must send us one the following documents (you can photograph or scan these documents): 

  •   ID card
  •   Passport
  •   Driver's License
  •   Familial documentation (for minors younger than 15)
  •   Assurance Maladie card (Quebecois)

Second step
Please create a new, personal and secure email address which has never been used for an Ankama account.

Third step
This step is indispensable for those whose accounts are not in their name.

You must provide us: 

  • The email address used to create the account (it doesn't need to still be operational)
  • The account creation date (or an approximation)

 If you've assembled all this information, you can contact us.

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