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Tutor

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4 Messages

Wed, Oct 23, 2019 3:12 AM

att wireless 2-factor authentication shows wrong phone numbers for code

Trying to sign in to my online wireless account and was kicked to 2-Factor Authentication.

 

Message asked me which phone numbers I wanted the 2FA code sent to, but only showed my wife and daughter's phone numbers as choices.  I need the 2FA code sent to my main account phone number, not theirs as they may not be anywhere near me.

 

How can I change whatever setting is incorrect that caused this situation?

 

BTW, my phone settings for 2FA clearly show my phone number as the contact number.

Responses

Brand User
ATTHelp

Community Support

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136.7K Messages

a year ago

Hi @Retired_Guy_13,

 

Thank you for bringing to our attention! We'd love to see what we can do on our end to help but first would need a bit more information.

 

Is your wireless number associated to the Access ID on the myAT&T account? Have you made a SIM swap in the past 48 hours? Is your wireless number older than 30 days?

 

Look forward to hearing back from you!

 

Chasidy, AT&T Community Specialist

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New Member

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3 Messages

@ATTHelp I am facing the same problem here. I have ported my number to att one week after we ported 3 other numbers. Even though I am the account owner, I cannot see my number in the list to send the 2FA code. I have been with att since March 1, 2020.

pjniez

Tutor

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26 Messages

@Retired_Guy_13 and @userfound

I have recently started having this problem. I am the primary account holder of 4 wireless phone lines and have been with AT&T since 2012. I recently got a new phone and SIM card and now when I try to log into my AT&T account on a new/different computer, I get prompted for the 2 factor authentication and my phone number is not listed as one of the numbers to receive the security code via text message. After many calls to customer service / tech support, I finally talked to someone in the Digital Assistance department yesterday who told me that this is happening because I got a new SIM card and that I need to wait for 30 days before my phone number will show up as an option for the 2 factor authentication.

This sounds like total (Edited per community guidelines) and pretty much the guy that. Have you resolved your issues with your phone number showing up in the 2 factor authentication? If so, how?

This is VERY FRUSTRATING!!!

(edited)

New Member

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3 Messages

@pjniez I chatted with a rep online, he said he will fix it, and then asked me to call the customer service number to verify in few hours. I stayed on hold for an hour, then got transferred again, and then the call dropped when it was an hour and half.

I will check if it works automatically in 30 days, since it has not been 30 days for my number being ported to the account yet. Let me know as well if you fix it.

pjniez

Tutor

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26 Messages

UGH! I feel your pain! I've had many experiences like that with AT&T and DirecTV support.

OK, I look forward to hearing if your phone number shows up after 30 days. Good luck!

Thanks!

New Member

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1 Message

a month ago

I have exactly the same problem.  How do you get this fixed!  The window indicates:

"For help, please call 800-288-2020"

and the AT&T AI is totally and completely USELESS!!!  I waited on hold for over 30 min before giving up.  I and very near the point of cancelling may account and moving to another service!

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