Visitor
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9 Messages
two step verification isn't working
I'm trying to log in to my account online. I had to change my password which worked fine. When I try to log on I get a message that it sent a verification code. I get the code and enter it. After that it goes right back to the login page. I've done this several times and it just keeps going around over and over. Am I doing something wrong?
CCGina
Official Employee
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800 Messages
2 years ago
Hi @user_922c8e!
That sounds frustrating! Have you already attempted closing out the window and reopening (or closing and reopening the app), trying a different browser, clearing cache and cookies, and rebooting the device completely?
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user_922c8e
Visitor
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9 Messages
2 years ago
I've closed the window, cleared the cache and cookies, completely shut down the computer and restarted. I worked with a rep over the phone for over and hour. She transferred me to tech. He said they would run a diagnostic and I'd get a text in about an hour. I got the text, tried to log in and it was exactly the same. I just tried a different browser and it was the same. The test said if everything was good reply Y. If it still wasn't good reply N. I replied N and nothing happened. That was 34 minutes ago.
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user_922c8e
Visitor
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9 Messages
2 years ago
I did manage to get to a screen with my phone number and email address asking if I wanted to verify them. I said Continue. The same loop happened again.
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user_922c8e
Visitor
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9 Messages
2 years ago
Oh and the screen that asked about verifying my email address and cell number it said that 2-step verification was on. The first rep I spoke with said she'd turned it off.
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