Teacher
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5 Messages
Call Protect keeps asking me to verify phone number with PIN
I am trying to use the ATT Call protect. I downloaded, and when I verify my number with the PIN that they text to you, when you hit next, the verification screen pops up for a vicious cycle. Deleted, reinstalled, same thing.
Accepted Solution
Official Solution
eugbasu2
Teacher
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5 Messages
6 years ago
The solution provided to me seems to have worked. Here is the message I received from a community specialist.
"We have looked into ways to bypass this issue you've been dealing with. One thing we'd like for you to try is to log in to your account on the AT&T site. Once you are there, remove the Call Protect app from your account, and then re-add the feature immediately afterwards. This has fixed the verification problem for some. Please let us know if you are able to use the feature properly afterwards."
More specifically, here's what I did because I had to dig around the website to find where I could remove the Call protect feature.
I deleted the app on my phone. Logged into my account on att.com. Clicked on myATT at the top of the page>My Wireless>Manage Device & Features. Clicked on AT&T Mobile Security & Call Protect. Unchecked it and made changes. Reinstalled app on my phone and verified with requested pin.
Hope this works.
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ATTHelp
Community Support
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231.6K Messages
6 years ago
Hello @eugbasu2,
We can absolutely take a closer look into why you're unable to verify your phone number in the AT&T Call Protect app. Please review our Steps to set up AT&T Call Protect before trying to complete the verification process again. If you're still having issues, please be sure that you have the latest version of the application. Let us know if you have any further questions or concerns.
Sean, AT&T Community Specialist
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eugbasu2
Teacher
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5 Messages
6 years ago
Yes, this is the latest version fresh off the app store. Perhaps youre not understanding the issue exactly. When they ask you to enter your phone number to send a verification code via text, and after that text is correctly entered, you see the next step/page for a quick sec, before the entering of phone number prompt pops up again. It is truly a vicious cycle that someone please needs to solve for us affected customers. Thanks.
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ATTHelp
Community Support
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231.6K Messages
6 years ago
Hey @eugbasu2,
Is your device's OS fully up to date?
Please ensure the most recent released version is applied, otherwise an older version could conflict with the verification process of the app and result in this issue.
If the OS is fully up to date, please let us know the device type and OS version so we may submit feedback.
Happy Friday!
Trace, AT&T Community Specialist
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eugbasu2
Teacher
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5 Messages
6 years ago
Just updated to newest version iOS 11.4.1 iphone X. Tried again same thing. Removed app, downloaded again, same thing. Asks to verify number with texted pin, get to T&C acceptance page, phone verification page pops up again.
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ATTHelp
Community Support
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231.6K Messages
6 years ago
Hello, @eugbasu2,
There have been issues with verification on the AT&T Call Protect app when running through the process at peak times. As you've tried it multiple times, that probably isn't the issue here. To investigate this further, we're sending you a private message. Please check your forums private messages by clicking on the Forums Inbox. Locate the PM from ATTCares and reply with the requested account details.
James, AT&T Community Specialist
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Lorjens
Contributor
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2 Messages
6 years ago
I am having the same issue. Has this been resolved?
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eugbasu2
Teacher
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5 Messages
6 years ago
Waiting on a specialist who is looking into this for me.. Will let you know when I find out.
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Lorjens
Contributor
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2 Messages
6 years ago
That worked. Thanks!
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MLrobinson
Contributor
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2 Messages
5 years ago
I am seeing this same behavior on phones we setup call protect for.
The provisioning within AT&T premier is successful. The device received the SMS confirming this.
The app is installed with latest version 1.4.8-2871.
The pin verification step is completed. The device recieved the SMS and the application accepts the PIN.
I have now contact AT&T MMC, NBS, and ATS with no solution. Grasping at straws with this post.
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