I cannot login to my verizon account

[todd-dj-reese]

I cannot login to my verizon account.  I have a Motorola Edge 2023.  My phone automatically defaults to Google Messages.  When I first purchased the phone from Amazon I had absolutely NO problem receiving the verification texts that Verizon sends out for account verification purposes.  However, for about the past month or so  when Verizon sends me a verification text, I can receive the text, but I cannot click on the verification link that is in the text message.

The only ideas that I can think of are that Motorola or Google accidentally let a bad update go through OR the accessibility software that I use (I use Google Talk Back since I cannot see to well) has a bad update in it.

If there is any damage to my phone, it has to be internal, Me and a few other people have looked at the phone, and none of us can see any external damage.

By the way I recently received a temporary password by U.S Mail from Verizon, But I cannot get that password to work either.  Any help would be greatly appreciated.

Thank You

[SynthpopAddict]

Is it only the My Verizon app which isn't working?  If so, then I'd say it isn't compatible with the Google Talk Back app.  People have been reporting that FaceID hasn't been working with My Verizon lately as another example.  Can you login to My Verizon on a computer?

[todd-dj-reese]

I have been using Google Talkback with the My Verizon App on all of my Android phones that I have gotten from Verizon for many years now and have never experienced any problems of this sort.  Which is Why I think that either Motorola (my cellphone manufacturer) OR Google is responsible for this.  I can get customer service through Motorola, I cannot get any phone support through Google.  Google has not offered phone support since COVID 19 started.  I should also note here that Verizon has sent me a temporary password, But I can not use it.  I do not know if I am doing something wrong OR the temporary password that Verizon sent me is no good.

[vzw_customer_support]

I'm sorry you are having difficulty logging into your account. I recommend visiting acorporatee store: https://www.verizon.com/stores/-Joe

[todd-dj-reese]

I have done everything that I can think of including resetting my phone AND calling the manufacturer (Motorola).

I have also requested that a temporary password be sent to my home address,  However, although I have a temporary password, I still cannot gain access to my Verizon account.

[todd-dj-reese]

Hello For about the past month or so I have had trouble accessing My Verizon account.  I have tried everything that I can think of including doing a Hard-Reset on my phone to see if that would solve the problem, nothing that I have tried has worked.  I have talked to Verizon about this issue many times.  I have explained to every Verizon representative that I have talked to that I am unable to respond to the text messages that Verizon sends me to verify my account.  They keep telling me that I need to disable 2 factor authentication on my account.  That makes sense to me, But I cannot disable 2 factor authentication if I cannot get in to my account.  I have contacted Motorola about this issue and they are telling me that I need to talk to Verizon about this,  I should note here that I am not able to see very well, so I use Google Talk Back to operate my phone and have had no problems until now, Also I realize that Verizon Messages is going to be retired soon but I decided to try it anyway, Verizon Messages worked for me, Google Messages used to work, But recently I have not been able to get Google Messages to accept the account verification text messages from Verizon.

Todd

[vzw_customer_support]

We're sorry to read about the issue with accessing your account. Are you receiving the notification on the app for verifying the account? ~Peter

[todd-dj-reese]

Hello Peter

Since I am not able to see very well I usually DO NOT use the MyVerizon mobile app. However, I do have it installed on my Motorola Edge 2023 cellphone.  When I originally purchased the phone from Amazon everything worked perfectly.  However, For about the past month or so I have not been able to log in to My verizon account.  I have tried the various troubleshooting proceedures that are outlined on the Verizon website such as resetting my password.  The telephone representatives at Verizon keep telling me that I need to disable 2 factor authentication, But don't I need to be able to get into my account to do that?.  

I keep telling the telephone representatives at Verizon that I cannot respond to their verification codes, I have not been able to respond to their Verification codes since this issue first started about a month ago.

Since I am not able to see very well I use Google Talk Back.  In the past the 

Google Talk Bac screen reader has been working quite well for m.

On November 5 2024 I wound up putting in a request for Verizon to send me a temporary password.

[vzw_customer_support]

Yes, you are correct, todd-dj-reese. In order to disable the two-factor authentication, you would need to be able to complete the sign-in process. You shared that you requested a new temporary password, if you have received a password reset, can you share with us if you have been able to access your accout after completing that process?

-Andi

[todd-dj-reese]

Hello Peter

I just wanted to let You know I have not been able to click on the verification links that are sent out, I have not been able to click on the verification links for about a month using Google messenger.  However, I have also tried using Verizon Messenger and when I use Verizon Messenger I can tap on the verification link with no issues.  I realize that Verizon Messenger is going to be shutdown soon which is why I am trying to use Google Messenger.  Google Messenger is the default messaging app for my phone, I have the Motorola Edge 2023.  Since the Motorola Edge 2022 sent me was always having problems which I could solve sometimes, sometimes I could not solve them though, I don't know how many times I had to call Verizon because the Motorola 2022 that I was originally sent when I upgraded was having problems that I could not solve on my own. I wound up purchasing the Motorola Edge 2023 at full price from Amazon.  Overall the Motorola Edge 2023 is an OUTSTANDING phone in my opinion,  The Motorola Edge and its 512MB of memory have served me quite well

[SynthpopAddict]

If you cannot tap any links while in Google Messages, I'm wondering if it's because you're not signed into your Google Account on Google Messages?

[todd-dj-reese]

I can see why You are questioning that, But I can receive the verification text messages from Verizon, I just cannot tap on the verification link.  If I was not signed in to Google Messenger I would not even be able to receive the text messages would I.  I have had a Google account for about ten years.  I really DO NOT think that is the problem though since for about the past year or so I seem to be having this sort of account issue every few months. On Tuesday November 5 2024 I had Verizon send me a temporary password via U.S. Mail since I wound up being locked out of my Verizon account AGAIN!!!.

[vzw_customer_support]

We want to work with you todd-dj-reese to regain access to your My Verizon account. When was the last time you were able to log in? Have you had a chance to try on a web browser as well as the app? Online access is important to manage your account when convenient for you 24/7. We will get to the bottom of the access issue.

-Deb

[todd-dj-reese]

Since I am not able to see to well, I do use the Google Chrome web browser on my desktop computer most of the time.  However, I do use the My Verizon mobile app when it is necessary for me to do so.  In fact I tried to log in to my account this morning using the Google Chrome browser on my desktop computer.  I clicked on the Forgot Password link on the Verizon sign in page.  Everything was fine until I entered my Zipcode.  My username was accepted.  However, my Zipcode was not accepted even though it was correct when I double-checked it.  For most of my 17 years with Verizon, I have had no problems signing into my account.  But for about the past year or so I seem to be running into this sort of problem every few months.  Have NEW security measures been put in place that require me to change my password every few months?.  That is the only thing that I can think of that would cause something like this to happen, I figure, It either has to be that OR possibly something to do with the Google Chrome browser.  I realize that if this issue is being caused by the Google Chrome browser that is something that needs to be worked out with Google.

[vzw_customer_support]

Thanks for getting back to us. Is the browser up to date? Does this happen with our App? Have you tried a different browser? -Joe

[SynthpopAddict]

@vzw_customer_support, thanks for checking in on this thread regularly...but the OP has stated a few times already that he cannot login at all on the app.  I'm out of ideas at this point for what the login problem is.

[todd-dj-reese]

I checked my browser and it is up to date.

When I can sign in to the My Verizon app, The app seems to work fine.  But since I am not able to see very well, I rarely use the My Verizon app.  I recently spoke with the Accessibility team at Google, They emailed me a long 7 step proceedure to follow in cases like this Which requires me to perform certain gestures at certain times, listen for certain verbal cues and look for certain things on my phone screen.

So not only is this proceedure hard to follow, it is also time consuming, Not to mention that, if it does not work then I am back where I started.  Fortunately, I think I  was able to get into my Verizon account the other day,  The question is how long is this going to last.  I seem to lose access to my Verizon account every few months.

[vzw_customer_support]

Thanks so much for those additional details. I'm glad to hear you were able to sign in to your account recently and we surely want to make sure you don't run into further issues going forward. Do you still have trouble signing in to My Verizon on the browser on your phone? You mentioned you're using the Chrome browser on your computer. Does the same thing happen when using an alternate browse?

-Lauren

[SynthpopAddict]

I don't know if you already have the font and apps set to display larger on your computer and that's not enough, so you're needing to use the Google Talk Back app on your computer as well.  If you can get by with just having your display be in larger size, maybe try only using the larger fonts/app sizes without the talk back app, because I've seen random tweaks going on with My Verizon which can definitely affect logins.

[todd-dj-reese]

My computer is fine, I use Microsoft Magnifier on my computer and I have everything adjusted just the way I need it.

When I first purchased my Motorola Edge 2023 from Amazon a little less then a year ago everything was working just fine.  However, for about the past month, I have noticed that I can receive the Account Verification Codes that Verizon sends me whenever I call Verizon with a phone problem, But I am not able to tap on the Verification link that is in the text message that I get from Verizon.

I recently spoke with a member of the Google Accessibility Team about this issue.  They emailed me what amounts to a 7 step proceedure, It appears to me, that I have to go through this same 7 step proceedure everytime I call Verizon with a phone problem.

A few steps in the proceedure are to position the cursor at the beginning of a link, bring up the Talkback menu, move the cursor down the menu until You hear "LINK" etc.

If I have to go through every step of that proceedure everytime I receive a verification text message from Verizon that can not only be quite confusing for me, But it can also be quite time consuming as well.  I am going to contact the Google Accessibility Team again to make sure that this is the correct proceedure.