Can't get into my account because two factor authentication keep texting my broken phone!
dholley23
Newbie

I'm here because you have no option to email you about the problem I am having. You have the option of calling, which I cannot do because my phone display is just black screen with a few thin tendrils of red and green shot through it, and this is the only other option you have for contacting what I hope is a live person. (There's really not much hope there.,) Look, I'm tired. I'm expecting important phone calls. I don't have time for this, and I'm probably not going to be able to get this phone fixed until this weekend because the stores in proximity to me are all closed by 6pm. I am just trying to figure out if my phone is insured and whether or not I'm going to have to pay for the display replacement. So, if you could be so kind as to help me figure out how to bypass the two factor authentication, or just help me with figuring out if my phone is insured, I would appreciate it. Especially after discovering this problem has been ongoing for months, and I'm somehow able to change my account password via email, to then not be able to log into it unless I have a functioning phone. 

Do you see how ridiculous that last bit is? I do. I really, really do.

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3 Replies
vzw_customer_support
Customer Service Rep

We're sorry to hear that you're having problems logging into your account. We want to keep your account secure, but I get where your frustration is coming from and I want to help you as much as possible. We're going to send you a Private Note so we can help.

~Jesse

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I am having this same issue and the verizon store is no help.   I am waiting for Verizon and Asurion to figure out whos problem it is to take care of.  In the meantime I can't access my work phone for 5 days.  Please let me know how I can at least get into my account online.

 

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vzw_customer_support
Customer Service Rep

Hello, smtweatherly. Having access to your online account is a must. Help is here. My apologies to hear of the broken phone. May I ask what happened? Did you file a claim? When attempting to log into your online My Verizon account, are you able to select another option for authentication such as email or letter? 

-Natasha

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