New Member
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3 Messages
Multi-Factor Authentication Issue
I am having an issue since I replaced my old Pixel 2 XL on my account with a new OnePlus 8 Pro yesterday. I have 3 lines on my account, but now my number no longer shows up on the screen to validate. I spent a significant amount of time on the phone with support at the 800-331-0500 number, but they very clearly did not understand the issue and kept talking about password resets. They also did not have any way to see a screenshot of the issue.
I just want my number to show up on the below screen (and in the myAT&T app) so I dont have to pester other family members to get a code. Also, I am the primary account owner, so I can just imagine the issues that single line owners would run into.
Does anyone have any keywords or departments that understand this and can resolve it?
I really would like for all three numbers to show up so I can access to my account.
I wont even get started on the frequency of these MFA prompts, because I know it is there to prevent fraud and the tech industry still does not have a more user friendly and less invasive option available. :(
Accepted Solution
Official Solution
ATTHelp
Community Support
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225.6K Messages
3 years ago
Hello @rmcelhannon,
We absolutely understand this issue that you're dealing with, and we'd be more than happy to shed some light on the situation.
As you know, you're being prompted to have a 6-digit verification code sent via SMS text message to one of the phone numbers on your wireless account. This can sometimes take place for security purposes after you've successfully signed in to myAT&T.
It will be a one-time only validation, unless you clear your cache and cookies, reset your myAT&T password, or sign in from a different device/browser again in the future.
As long as the phone number that you're trying to have the verification code sent to is still on your wireless account and it's associated with your myAT&T User ID, you will usually see it displayed as a delivery option.
However, there are two instances where that would not be the case:
Because you've recently replaced your cell phone (assuming that you did also replace your SIM card), you will not see your cell phone number listed as a delivery option until after that 48-hour time frame has passed.
We do apologize for any inconvenience that this may have caused.
We recommend either waiting until that time period lapses, or contacting one of the other cell phone users that are currently being displayed as a delivery option to retrieve the 6-digit verification code for this one-off occurrence.
Hope this helps!
Sean, AT&T Community Specialist
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bstreng
New Member
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6 Messages
3 years ago
@ATTHelp
This is infuriating. I change sim cards all the time. They are my devices. Completely unlocked.
What is the point of waiting 48 hours, then unlocking it? Why not 49...72...1 hour...30 days?
From a security perspective, it accomplishes nothing, except punishing unlocked users.
If someone
Then 48 hours is not going to help "keep me safe"
If you truly expect 48 hours to help with identity theft, then why not disable the sim for 48 hours, too? It's "for my safety" after all.
Oh, probably because then it would be obvious this is just punishment for unlocked users.
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ATTHelp
Community Support
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225.6K Messages
3 years ago
Thank you for reaching out to us @bstreng !
We'd be more than happy to help provide you with the answers on why you would be experiencing the 48 hour wait.
To ensure the device has been provisioned correctly, and to protect you from any breaches, we recommend our users to wait in the allotted time frame. As for changing the wait time, we are unable to lengthen or shorten the time. And, apologize for any inconveniences it has brought to you.
We hope you have a great day!
Ty, AT&T Community Specialist
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roadcyclist01
New Member
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1 Message
2 years ago
My account keeps trying to send the code to a number we no longer have. I have updated on the website multiple times, but it still seems to revert back to the old number, so now, and usually monthly, I cannot log in and pay the bill.
I called in AGAIN, and after 20 minutes explaining, I was placed on hold, then transferred to the "repair department".
AT&T, time to shape up, or you will be gone.
Pathetic service,... all we want to do is pay the bill.
Green in Tennessee
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