My verizon app trouble
acraftylady2
Specialist - Level 2

Just got a note 10 plus, verizon branded from best buy not unlocked.  When I log into the my verizon app I get this error.  App was working fine on my old phone LG G6.  It looks like your device is not eligible for SMS and you do not have your email ID set up.  Gives an 800 number to call.  I call and it sends me a text with a link.  Click the link and type in my problem and automated chat gives me link to log into app so it can help me which I can't do.   I can log into my account online fine.   Now what?  Mary

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vzw_customer_support
Customer Service Rep

My Verizon is such a useful account management tool. I would not be happy if it was not working for me. Have you done any troubleshooting to the app like removing it and installing it again?

 

NoahS_VZW

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acraftylady2
Specialist - Level 2

There is no Uninstall option, never was on my old phones either.  It comes pre-installed.  When you look it up in the Google store only option is open unlike most other apps that say open or uninstsll.  How do I Uninstall it?  Mary

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acraftylady2
Specialist - Level 2

Got through to the 800 number today.  Tech took me off as authorized user and added me back on and had me redo my email ID and set up a new profile and password.  Logged me right into devices and plans fine.  Later went into the app and asked to log in got the same error. 

Called back and next tech put me as main manager of account and my husband as authorized user and redid my profile and studf and again it went right into plans and devices.  Left phone a while and when I came back and opened app when it asked for log in got the same SMS error message and email ID problem.  My phone number and first name are at the top of the screen its just when I go to plans or devices or click a link in messages in the app that requires log in I can't and get that error.  I used the app on my old phone up until the day I got the new phone and never had this issue with the app. 

I found a post from last year with similar issue.  Same error code only I am not asking for a verification code.   One user found a solution.   I logged into to my account from a computer and I don't see anything under security that says Enhanced Authentication to try that.  

https://community.verizonwireless.com/t5/My-Verizon/Can-t-Verify-Device-in-My-Verizon-App-Unlocked-S...

 

 

 

vzw_customer_support
Customer Service Rep

We would be happy to look into your concerns with you as well. Has this only been happening with your new device? How long have you had the device?

 

RobertH_VZW

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acraftylady2
Specialist - Level 2

It seems to have been fixed by someone so working fine now.  Had the new device for a week and was happening from day 1.  The old device was fine as I had used it up until I got the new device.  Something must have happened switching phones I guess.  

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vzw_customer_support
Customer Service Rep

Hi, acraftylady2. I'm glad to hear that you were able to connect with a representative and I'd be happy to further continue. Since you have worked with a previous representative, please confirm your name on the account and complete verification. 

 

In addition, are you able to provide a screenshot of the error message you are receiving? This will be helpful in the event that we must file an IT ticket.

 

LorenzoP_VZW

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acraftylady2
Specialist - Level 2

Here is a screen shot.  Will look at the other stuff in a minute.

Screenshot_20200626-193625_My Verizon.jpg

vzw_customer_support
Customer Service Rep

To authenticate your account please review the following and then click the link after "Authenticate here":

If you use Messenger or Direct Message to chat with Verizon, your questions and our responses may include info about your account, including Customer Proprietary Network Information (“CPNI”), which is visible to Facebook/Twitter and may be used for their own purposes per their privacy policies (http://spr.ly/6601GOvFT / http://spr.ly/6602GOvFp).

CPNI is info available to Verizon solely by virtue of our relationship with you that relates to the type, quantity, destination, technical configuration, location, and amount of use of the telecommunications and interconnected VoIP services you purchase from us, and related billing info.

Verizon protects your info and does not share info that identifies you personally outside of Verizon except with your consent and as otherwise disclosed in our privacy policy. Your choice here does not affect your Verizon services. To learn more, visit our information collection and privacy policy at http://spr.ly/6603GOvFV.

By clicking the link to continue, you agree to allow us to share your info, including CPNI, in Messenger and Direct Message. To stop sharing info including CPNI, stop using Messenger and Direct Message to chat with us. Contact Facebook and Twitter about your rights, if any, to delete info that was previously shared.

Authenticate here:http://spr.ly/6604GOvFn

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acraftylady2
Specialist - Level 2

Ok link says I have successfully authenticated and an agent will contact me shortly.

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acraftylady2
Specialist - Level 2

As of today the app now allows me to log in with no erra so thanks for what ever was done.  

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vzw_customer_support
Customer Service Rep

Thank you! Please reply to our private message. 

 

AaronS_VZW

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VernKramer
Newbie

Can you tell how it was fixed. Tons of us are having this same issue. I can’t get through to anyone on the phone. Tried chat and when she told me to uninstall the app it closed my chat and now requires me to sign in to get back to the same agent and I can’t sign in. 

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acraftylady2
Specialist - Level 2

No idea how it was fixed.  Verizon must have reset something with my account so call them.  

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KH-cathy29811
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

 

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HappyRetired
Enthusiast - Level 1

I just got a new  Samsung Galaxy S21 on July 2nd. The Verizon app on my phone is doing this very same thing! Went back to store thought I had it fixed but once out of it and then back in. Same message.  Tech support gave me a number to call but it says my number is not eligible for technical support! I have only had this phone for  4 days! I am lost on what to do or where to go??