Two step verification problem

  • Unknown's avatar
    esthera92 · Member ·

    For some reason every time I login in to my account and and I request for my verification code to be sent to me via SMS so that I can complete my logins.

    Either I don’t receive a SMS at all or I have to attempt numerous of times before a code is finally sent to me.

    How can this problem be fixed please

    The blog I need help with is: (visible only to logged in users)

  • staff-doublebassd · Staff ·

    Hey there Esther! A few questions:

    How long is it taking before you eventually receive a code? Also, how many times are you sending for a code before you receive one? Also, do you currently have access to your account now or are you locked out? From the records I see, you attempted to get a code once and was successful. Then later on in the same day, you attempted to get another code and it took about four tries before you got one. Does that sound right?

    Let me know and I’ll take a look for you. Thanks!

  • Unknown's avatar
    esthera92 · Member ·

    Hi

    As I tried to login in now to actually reply to you,my first attempt I waited about 4mins and still no code appeared.then I requested for another code and that took about 2 mins to arrive.

    On another occasion on Friday which was the worst day, I requested a code and as you noticed it tool me requesting a total of 4 tines before a code was actually sent. At First I thought maybe it was my network signal, but it still happened continuously.

    In short, it is very rare thst I actually recieve a code on my first attempt, it is usually by the second or third attempt if I’m lucky.
    I currently have access to mt account but it usually just takes a while etc.

  • staff-doublebassd · Staff ·

    A few things:

    Do you happen to have backup codes just in case there is an instance where the SMS does not arrive?

    Also, were you on a different internet network when you had trouble a day ago? I notice that the IP address that day was different than the one you usually use when you are requesting a code.

    Last, have you tried using Google Authenticator?:

    Enable Two-Step Authentication

    It will most likely be a more reliable way to gain access to your account because you’re not waiting and relying on a text that may or may not come.

    Thanks!

  • Unknown's avatar
    esthera92 · Member ·

    Hi

    I think I may have backcodes, I can’t remember, is it easy for me to check on my account for the back up codes!?

    That day I Was at work, that was my first time accessing my account there,since I turned on the two step system.

    No I have not heard or used Google authenticator

    Regards

  • Unknown's avatar
    esthera92 · Member ·

    Hi

    My mistake I found my back up codes

  • staff-doublebassd · Staff ·

    Great! I will keep ahold of those codes just in case.

    Do you remember having any issues receiving the code when you were outside of work?

    Also, I would also download the Google Authenticator app and use that to access your account if you continue to have problems.

    Thanks!

  • Unknown's avatar
    esthera92 · Member ·

    Yes I did have an issue receiving the codes, that is when I had tried about 4 times and pretty much gave up. And then randomly a back log of codes just appeared in my SMS about an hour later, way past the time I had given up.

    Again even now when I initially tried to request a code around 9 pm last night, nothing came through and I had to request one again at 2:15am

    In terms of the mobile app version I am reluctant to get, as my phone storage runs out of memory very quickly, even with a memory card so I am really trying to avoid that option if downloading the app as a verification option.

  • staff-doublebassd · Staff ·

    I am sorry that you were having such a difficult time receiving your SMS codes.

    Did you use your country code for UK (+44) when attempting to verify via SMS? If so, it’s not required for you to manually enter the country code into that box, you just need to select it from the ‘Country Code’ drop-down menu. That may have something to do with the inconsistency in receiving the codes.

    If you still continue to have issues, I would seriously consider the google authenticator option. The app does not take up much space and it is significantly more reliable.

    This is not necessarily recommended, but the other thing you could do is disable two-step authentication altogether using one of your backup codes. Hopefully, it doesn’t come to that, but it is an option.

    Let me know if that is the case. Again, sorry for the inconvenience.

    Thanks!

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