When deactivating Shield, you may find yourself in 2 different situations:
- Case No. 1: You have access to the email linked to your Ankama account and can deactivate Shield.
- Case No. 2: You are in restricted mode, you do not have access to the email linked to your Ankama account, and you are therefore blocked by Shield.
You'll find the steps to follow to turn off the protection below for each of these situations.
Case No. 1: You have access to your account.
Step 1: Head to your account management section.
Step 2: Click on the "Deactivate Ankama Shield" button.
Step 3: Confirm that you do indeed want to turn off the protection by clicking on "Deactivate Ankama Shield".
Step 4: Enter the code you received by email at the address associated with your account, then confirm.
If you haven't received it after about 2 minutes, please click on "Send Another Security Code" then enter the new code you receive.
Ankama Shield will be deactivated on your account. Warning: Your account will no longer be protected!
Case No. 2: You are in restricted mode and blocked by Shield.
Quick Reminder: What is restricted mode?
If Ankama Shield is activated and your login information is unfortunately stolen by a thief, the thief's computer won't be recognized. The thief won't be able to steal your account and in-game actions will be limited.
This is what we call putting the account in "restricted mode". With the exception of account-to-account transfers, we don't allow any action on the account and in the DOFUS game that could harm its owner.
Please note: In the case of logging in with Facebook or Steam, the account is protected by Facebook's or Steam's security measures and not by the protection offered by Ankama Shield.
Case No. 2.1: Your mobile phone number is registered on your account.
Step 1: Head to the "Deactivate protection" section in Account Management by clicking on this link
Step 3: Enter the code sent to the registered number via text message
Step 4: Your Ankama Shield protection will be deactivated
Step 5: Change your email address.
Case No. 2.2: Your mobile phone number is not registered on your account.
Please contact Ankama Support by filling out the form.
Please note that processing time is typically between 24 and 48 hours.