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New Member

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3 Messages

Wednesday, November 11th, 2020 1:19 PM

Unable to receive 2 step verification codes (2FA) to new iPhone 12 Pro

Purchased a new phone directly from Apple. I opted for the easy activation option which auto-activates with the included sim card pre-installed (I did not transfer sim cards). Activation went great and everything seemed to work just fine. Then, I purchased an Apple Watch Series 6 with Cellular service. I added the line to my AT&T account and can now make calls and send sms messages with just my watch. All good... However, now whenever I go to a website that has 2FA (even the AT&T website) and request a verification code to be sent to my phone in order to login to the website, it never get's received. I am now unable to access my Gmail, my Social Media and even my investment and banking accounts. I use 2 Factor Authentication EVERYWHERE and now NONE of the codes are being received on my phone. I'm able to send standard SMS to family and friends no problem. It's just 2FA that does not work on my phone/number. I need help quick please.

Accepted Solution

Official Solution

New Member

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1 Message

3 years ago

This is what I have learned in 3 hours of phone time:

The issue (for me) was caused because the Verizon "Number Lock" was not removed before the AT&T porting of the phone numbers took place.

How to avoid this:

1) Before going to AT&T, go to your Verizon app or web page and remove the Verizon "Number Lock" then go to AT&T and initiate the porting from Verizon to AT&T.

How to correct this after the fact:

If you can go to the Verizon app or web page and remove the "Number Lock" and then call AT&T (number below), if you can not remove the "Number Lock" from the app or webpage you will need to call Verizon at 888-844-7095 and have Verizon remove the "Number Lock" (from this support center they can only remove 3 "Number Lock" per 24 hours and you will need to have access to the email address on the Verizon account).

After Verizon removes the "NumberLock" you will need to call AT&T at 888-898-7685 and have AT&T report you phone numbers, you will need to know your phone number, your AT&T pin and have an active "Number Transfer Pin" (this 6 digit PIN is good for 7 days from the initial transfer, so if you are within 7 days you are good).

After AT&T reports your number you will need to restart your phone

This worked for me.

Former Employee

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32.9K Messages

3 years ago

you should probably contact at&t about this

New Member

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3 Messages

3 years ago

I did, been on two 1 hour or longer calls with an over seas tech, they tried everything and ultimately they had to escalate to their superiors. I have no way of tracking the issue or progress thus making me have to follow up with additional support calls everyday and going through the same process. I'm 3 days away from switching to Verizon since I'm literally unable to log into my financial institutions.

Community Support

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231.2K Messages

3 years ago

Hi @FincelDesign,

 

Thank you for reaching out. We want to take a closer look into this for you.

 

To check if you are able to receive short code messages at all, please try our star services to check. You can also verify that your carrier settings are up to date.

 

If you are still having trouble, please check at an AT&T store closest to you for a SIM card replacement.

 

Let us know if this helps.

 

Doyin, AT&T Community Specialist.

New Member

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3 Messages

3 years ago

I am able to receive star service messages.

My carrier settings are up to date.

I have visited an AT&T store and replaced my sim card.

I unlocked my phone and completely reset the phone and restored from a backup.

I have been on phone support 3 times with no solution being found.

The issue is still present and I cannot receive ANY 2Factor or 2 Step codes from websites and online services such as my banks, Gmail and even social media sites.

I need this resolved ASAP as I'm locked out of most of my life at the moment.

If I don't get this resolved today, Nov 14th, I will be going to Verizon tomorrow to transfer my service. I have no choice.

New Member

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3 Messages

3 years ago

Same problem here and apparently LOTS of others in the AT&T community.  I have been unable to send/receive ANY SMS message to/from devices on other carriers since switching to AT&T. Day 11 for me calling AT&T Support and and trying the useless online support tools.  I opened another support case on 11/27 and was told they would respond back by 11/30! Im still waiting. REALLY!! I will be going to another carrier if this problem is not resolved soon.

AT&T Community support.  Please spare me the trivial response of trying the online tools, turning my phone off and on, toggling SMS off/on, resetting network setting, calling AT&T support, visiting local store....etc. 

ACE - Sage

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116.9K Messages

3 years ago

Ah, you're out of the USA?

Are you prepaid?  Prepaid accounts have reported problems with 2FA.

(edited)

ACE - Sage

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116.9K Messages

3 years ago

@Bones951753  wow.  I hope this helps others.  Thanks for posting.

Tutor

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7 Messages

2 years ago

AT&T will either fix such serious issues that ruin the lives of their customers, or will continue to lose business.  T stock will plummet even worse that it already has.  Too bad for ATT that CEO John Stanky does not read these forums.

ACE - Sage

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116.9K Messages

2 years ago

@ATandTtheworst  it was not AT&T's fault.  Verizon has a port lock.  If you don't contact Verizon for the special port pin, your number will not port out.   Verizon's portlock is voluntary. And must be requested or added by the customer. (so the OP shoukd have known it was there). 

As of October 18th 2021, AT&T now also has a special Port pin you must request from AT&T before you can Port your phone number to a new carrier.

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