2 step authentication text message verification did not work with iPhoneXR

[DWF_R12]

During the login process to my Verizon Wireless account, even though I have disabled the 2 step authentication process for my account, it still asks for it. When trying to follow the authentication steps, sending a text message to my phone does not work. I have provided to images showing the "steps" from the text message. It first states that someone is trying to access my account, I select "Yes", then the next screen shows with no verification code and the associated error messages. I can access the account by going back and using the email method.  Seems like a bug in the system (of some type).

[vzw_customer_support]

Oh wow DWF_R12! There seems to definitely be some kind of issue going on here. I would be concerned if I was receiving these messages as well. Can you tell me if you receive the same messages if you try to log in on a normal PC? I ask because I want to see if this issue is isolated to the phone.

VeronicaM_VZW

[DWF_R12]

It started late last year. I am trying to login from a MacBook Pro using the latest version of Safari on that pc. It then asks for the verification code. Again, works only via email. I will try again today using a old PC laptop too and let you know. My iPhone XR has the latest software version as well. I’ll note those and forward as well. 

[DWF_R12]

I tried to access my account to answer this message thread via my iPhone XR...the phone Safari app would not open the authentication code page. Very strange behavior. Had to use the email option. 

[DWF_R12]

Tried with my old (XP) pc. Same result as with the Mac. Either it’s the mobile safari or something else...

[vzw_customer_support]

We want you to be able to get this done. Have you tried a different browser? Does it happen if you try to access My Verizon with a mobile application? 
JavierD_VZW

[DWF_R12]

Yes. I tried different browsers and even different computers. Went through the "unregister-to-reregister" process (which is another issue). Currently still have the two step authentication required and the SMS text message option does not work...have to use email only. What is interesting, the SMS text works for changes performed once I'm logged into my account... it seems to be problematic for just logging into the account. It also happens with the mobile account...

With regard to the unregister process... that caused a set of interesting complications. While connect to the data network, I could not get to the registration screens. I had to use my iPhone in "cellular" mode to get it completed. The browser seemed to jump past the registration screens to a "unable to perform this at this time" screen. Tried on multiple machines with both wireless and wireline connections. Even did a full reboot/reset on the cable modem and wireless router. 

This seemed to start last year when the UI system was "upgraded" after the upgrade to the new look and feel for accounts. My MacBook Pro and iPhone XR are running latest O/S upgrades... both Safari and Mozilla browsers are up to date.

[vzw_customer_support]

Have you completed a Factory Reset which will put the phone back to factory settings. Then you can reactivate. Is this something you would like to do. DoloresK_VZW

[DWF_R12]

No. I had enough trouble with the re-registration process. It was never a problem this time last year. This has only started happening since Oct/Nov time frame. Nothing has changed with regards to my iPhone to cause this. Also, this seems to be something in the messaging related to the specific access or change. I went into my account and "authorized" 2 step authentication... the SMS text function for the 6 digit code worked perfectly. When I logged out, I tried to get back in but had to use email (as the SMS Text did not work...). Once back in, I changed it back to "no authentication required"... It did not require a text authorization...but when logging back in, still the two step process.

At this point, I may stop at a Verizon store location to try it out. In that case, if there's a need to do a phone reset, I'm not completely stuck without the ability to quickly get back to my phone operating. I was lucky that the "cellular only" mode worked (I took a shot at that as a possible option). 

Ultimately, I cannot turn "off" the two step process to my account. 

[DWF_R12]

Got this error message page from my old PC. Again, strange. Used my credentials as I use on my other devices. Same ID and Password. Possibly doesn't like the old XP system. 

Also... I thought I had disabled the two step sign in process through my account...but it's still active. That's also something that seems new

[Ann154]

Please don't post your personal information including phone numbers on this public forum. 

[DWF_R12]

Was posting a response to a customer support person and did NOT realize this was a "public forum"... What is your role in the forum(s)? Are you a public forum watch dog? Given that my initial question took quite some time to see a response, somewhat curious as to why the quick response to this... Do you have something specific to add to the issue or just admonishing folks who might make a unknown mistake?

[Ann154]

New members don't usually realize this community is public peer to peer forum and not a direct link to Customer Service as you yourself indicated in your post. As a long time member I try to inform those new members of the Terms of Service for the community so they don't make those mistakes again. One of the most repeated issues is posting personal information. You can find the rest of the Terms of Service that you agreed to when you registered in this link. https://community.verizonwireless.com/t5/Community-Announcements/Verizon-Wireless-Community-Terms-of...

[DWF_R12]

Thank you. I am a new member and (after receiving you note) started working with VZ customer support directly through private messages to back out my posting mistake and continue to work the issue with the SSO two step authentication. Appreciate the proactive inputs.