Two factor authentication not offering account owner's phone number for verification prompt

[donahuejw]

Our Verizon wireless account was recently upgraded from an older plan (8GB of data) to an unlimited plan and now our 2FA is all screwed up.

When I try to login to manage my account on the website I get the 2FA prompt, but the only options offered are my email, which is inconvenient, or my daughter's Apple watch phone number, which is even more inconvenient. Even though I am the account owner, and my wife is an account manager, neither of our phone numbers are offered as options to receive the 2FA prompt. Once I am logged in and navigate to the 2FA settings under Account Settings, I see my phone number as enabled for 2FA, but don't see my wife's number as an option or even my daughter's apple watch phone number as an option, even though it can receive the 2FA prompts. I just spent an hour online with a Verizon support rep who was unable to help me. They deregistered my web account, which I then recreated, but the results are still the same.  I am beyond frustrated that was should be so simple to fix is apparently beyond the abilities of Verizon's account management systems and technical support people.

Any advice for how to remedy this would be hugely appreciated...

[vzw_customer_support]

Oh yes donahuejw! I know the frustration when unable to log on to accounts. Let's figure out what is behind the issues you are having. To start, please reply to the following private message so we can work with account specific details securely!

-Deb

[menachemd]

I have the same issue. Was this ever resolved?

[donahuejw]

Yes. It turns out that when you move your phone number to a new device, you can not set that device up for two factor authentication until a week after. Some sort of security mechanism in case your phone got stolen, which makes sense. After those seven days had passed, I was able to use my phone number for the two factor authentication once again

[vzw_customer_support]

Hello menachemd! Verification options, including the eligible lines for verification, can vary due to many factors, but most commonly are not available if the active device on the line was changed or upgraded recently due to various fraud trends. I'm sending you a Private Message here so we can help ensure you have access to your account.

-Josh