Can't log in to my Verizon account due to two-factor-authentication. previous phone is broken.
lemonz990
Enthusiast - Level 1

My phone bit the dust a little bit ago, but luckily I had purchased a phone prior that I loaded everything except service and my number onto.  However, when I try to log in to my verizon account, it still is trying to send my authentication to my number on the broken phone. I went and visited my local verizon store and they recommended that I go into google account settings to turn off authentication. Trouble is, this only disables the two factor authentication for the email but not for the my verizon account. So I guess this is the current situation, I have two phones, one with a broken display with no way to navigate to the app that I need to authenticate my account, and one that works, but will not let me sign in to my verizon account without pulling a code from the broken phone. Kinda frustrating that there is no way around this two factor authentication if the phone becomes inoperable. Any help would be greatly appreciated.

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8 Replies
brodybrody
Newbie

i have same issue what do i do

 

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vzw_customer_support
Customer Service Rep

Hello! We understand the importance of having access to manage your account online and will be glad to help. I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

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dogers
Enthusiast - Level 1

I am locked out of my Verizon account due to missing phone and two factor authentication, phone support only recommended i shove it and make a new account!

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brodybrody
Newbie

ihave same issue what do i do

 

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jancbooth
Enthusiast - Level 1

I'm having the same issue.  I verified the eSIM is valid and can be activated this morning. Chatted with tech support last night, supposedly my phone was going to be activated within 2 - 4 hours, however it is still without service.  Priority was giving to pushy sales tactics and not providing customer service to resolve this issue.  Verizon really needs to rethink locking people into this problem with one method of 2 factor authentication.  There should be a backup plan.  

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vzw_customer_support
Customer Service Rep

jancbooth, keeping you connected is so important, and we're sorry to hear that your phone does not have service, and that you've been unable to access your account. To best assist, we'll be sending a Private Message. 

~Izzy

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dogers
Enthusiast - Level 1

I also have this issue! 

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vzw_customer_support
Customer Service Rep
@dogers  wrote: I also have this issue! 

I'm sorry to hear your previous device was broken. If you're unable to verify via our two-factor method online, you can visit a story location and verify via a government issed photo ID. I understand it's not the most ideal solution, but we're working to keep everyone's accounts secure, as we want to protect both your account and personal information. If you need to locate a store, we've got this handy store locator here: https://www.verizon.com/stores/

-John

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