Broken Phone and Two Factor Authentication
MCIsom
Enthusiast - Level 1

As there have been a few of these posts already, I'll keep things short. I am unable to turn on my phone to complete the two factor authentication on the Verizon website to start the process of replacing said phone. I do not have a spare phone to try and access my account in any other way. I do think there should be another way of contacting customer support- I can't sign in to get more information, I can't call to verify anything over the phone, and the automated chat is obviously not designed to handle this type of situation. Like other services, if there was an option to get an email that would allow you to verify this information, it would save a lot of people a lot of time.

I appreciate the focus on the security of our information, but this is now becoming an issue of accessibility. I cannot easily get to a Verizon store to talk to someone in person, so if there is any other way I can access my account to start my phone replacement process, it would be greatly appreciated.

1 Solution
MCIsom
Enthusiast - Level 1

It's always nice to get some kind of update after finding other people post about having a similar issue as you have online, so here's mine-

 

I was lucky enough to have my particular situation resolved positively and in a surprisingly short amount of time. Since my phone was inoperable, I was able to have a friend call a Verizon store and get a hold of someone who was able to look over my account, which we also conveniently found out would not require a visit to the store itself. As it turns out, with the protection plan I pay for monthly, I could go through Asurion's website to fill out a claim report without needing my Verizon account information. A replacement phone was overnighted to me and the setup was relatively simple.

 

Would it have been smoother if I had access to My Verizon during the process? Sure, but in the end, I now have a new working phone with everything luckily backed up, and my old broken phone is on its way back in the envelope they provided.

 

As a side note, I got two direct messages on the community forum here from customer support to check if I still needed assistance, which I definitely appreciated. It's not often the community forum of a massive corporate business is so responsive, helpful and considerate, and I just wanted to give them a shout out as well.

 

I'm sure I won't be the last to deal with this kind of situation, so for any future panic google-ers looking for answers, I hope the information here helps!

View solution in original post

7 Replies
vzw_customer_support
Customer Service Rep

MCIsom, thank you so much for this info and my apologies to hear of the broken phone. Our goal is to help as we want to keep you connected. I have sent you a Private Note for further assistance. 

-Natasha

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kfosse13
Newbie

Same issue. Please send message.

0 Likes
lethalwpn3
Newbie

I am having the same issue, but do not have Asurion coverage. I need to access my account to purchase a replacement phone.

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vzw_customer_support
Customer Service Rep

Hello, lethalwpn3. My apologies to hear of the broken phone. Help is here. Are you looking to upgrade your device or activate a different phone? 

-Natasha

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vzw_customer_support
Customer Service Rep

Hello, kfosse13. Help is here. May I ask, what happened to your phone? Please provide more details so that we may help. 

 

-Natasha

0 Likes
MCIsom
Enthusiast - Level 1

It's always nice to get some kind of update after finding other people post about having a similar issue as you have online, so here's mine-

 

I was lucky enough to have my particular situation resolved positively and in a surprisingly short amount of time. Since my phone was inoperable, I was able to have a friend call a Verizon store and get a hold of someone who was able to look over my account, which we also conveniently found out would not require a visit to the store itself. As it turns out, with the protection plan I pay for monthly, I could go through Asurion's website to fill out a claim report without needing my Verizon account information. A replacement phone was overnighted to me and the setup was relatively simple.

 

Would it have been smoother if I had access to My Verizon during the process? Sure, but in the end, I now have a new working phone with everything luckily backed up, and my old broken phone is on its way back in the envelope they provided.

 

As a side note, I got two direct messages on the community forum here from customer support to check if I still needed assistance, which I definitely appreciated. It's not often the community forum of a massive corporate business is so responsive, helpful and considerate, and I just wanted to give them a shout out as well.

 

I'm sure I won't be the last to deal with this kind of situation, so for any future panic google-ers looking for answers, I hope the information here helps!

helpplz1
Enthusiast - Level 2

were you able to get this figured out? I have the exact same issue. I got a new SIM card card, trying to activate it but it's sending me a verification message I cant receive

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