Community Forums - How am I supposed to login when phone is broken?

CraigChats · ‎01-26-2023

This seems incredibly stupid. Broke my phone, trying to login so I can order a new one, and it won’t let me because of 2 factor authentication. It’s texting my broken phone the 6 digit code, which I obviously can’t get. I can’t just call them because my phone is broke! I’m able to get here with my iPad, but that doesn’t help. I’m guessing I have to make time to go to a store, but I should be able to just do this online!! Verizon is TERRIBLE!

vzw_customer_support · ‎01-26-2023

First and foremost, we're sorry to hear that your device is broken. We understand how important your device and its service are to you.

Verizon takes protecting our customer's personal and account information very seriously. We can work with you to verify your account information, with your help of course.

Since we will need account-specific details from you, we’ve sent you a Private Message on this topic:

https://community.http://spr.ly/66043b7Sa

-Robert C.

knightsndaze85 · ‎05-13-2023

I also have a device currently not powering on and after talking to customer service via chat for an hour and half still telling me the only way access my account is through that push to my device, the same device that wont power on. I suppose since its paid off, i can look into trading it in to AT&t if no one will help. Makses no sense how this situation could not have been avoided. customer service just got crass when i said it made no sense not to have a contingency plan for this situation.

vzw_customer_support · ‎05-13-2023

We're sorry to hear that you're having problems accessing your account when reaching out for help. When all other forms of authentication fail, we recommend going to a store and they will be able to access your account with a photo ID. We take the security of your account very seriously and we want to keep you protected.

~Jesse

Asfarasyouknow · ‎08-27-2023

My client is unable to authenticate his phone (it broke) and the back up number goes to a # he doesn't have access to. he brought his photo idea to Verizon and spent all day there, and they still haven't been able to be able to port his number over to the new phone.

Even though at some point he choose two factor verification, he should be able to bring his ID to Verizon.

Very upsetting

Adam

ek2014 · ‎08-28-2023

I am having this same problem. My phone was stolen and I need to log into my Verizon account. Verizon please help me out!

angryverizoncustomer4 · ‎08-31-2023

i am having the same issues. i cant log into my account to activate my new phone. what am I supposed to do? I cant even use the support chat, how inefficient

vzw_customer_support · ‎08-31-2023

We understand the importance of getting access to manage the account. To better assist you, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria