topic Re: Cannot get 2-factor verification codes in Get Support

Cannot get 2-factor verification codes

jack5661 — Thu, 06 Jan 2022 08:18:48 GMT

Hello,

I cannot get 2-factor verification texts from CIBC or the NSLSC when I try to login. However, I can get verification calls from both. I switched to Public Mobile on Aug 31 and kept my old number from my previous provider.

Thank you for the help

Re: Cannot get 2-factor verification codes

esjliv — Sun, 05 Sep 2021 20:14:29 GMT

@jack5661 wrote:
Hello,

I cannot get 2-factor verification texts from CIBC or the NSLSC when I try to login. However, I can get verification calls from both. I switched to Public Mobile on Aug 31 and kept my old number from my previous provider.

Thank you for the help

Hi @jack5661 ,

If you just activated, give it a few more days for your texts (these short codes) to be fully 'set up', if you will, on your account.

This happens to others just activating as well. Hopefully, it will work soon.

Re: Cannot get 2-factor verification codes

Anonymous — Sun, 05 Sep 2021 20:12:54 GMT

do one thing Make sure your phone is off before removing your SIM card,

and take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple

what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

Re: Cannot get 2-factor verification codes

jack5661 — Sun, 05 Sep 2021 20:25:31 GMT

Hello, thanks for the help! I tried turning off my phone, taking out my SIM card for 2 minutes then putting the card back in and turning my phone on. This did not work

Re: Cannot get 2-factor verification codes

Anonymous — Sun, 05 Sep 2021 20:34:51 GMT

@jack5661

but your SMS is working with another friend when you send it and you received !

and you can Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Cannot get 2-factor verification codes

darlicious — Sun, 05 Sep 2021 21:02:28 GMT

@jack5661

Please don't bother the CSA's who are already very backed up leaving customers with urgent high priority activation error tickets waiting more than 48 hours for customer support.

Financial institution 2FA verification codes especially from short codes take up to 72 hours to be recieved. With the long weekend these may be delayed an additional 72 hours. Since you are getting call verifications just be patient and if you still can't recieve them by SMS after Tuesday you can contact your financial institution first and then customer support after the backlog is hopefully cleared during the week.

Re: Cannot get 2-factor verification codes

darlicious — Sun, 05 Sep 2021 21:01:37 GMT

@Anonymous

Tsk, tsk, tsk....really do I have to start over? Customer support is very unlikely to be able to help the OP in this situation as this issue lies with the financial institutions fraud prevention protocols.

Suggesting contacting customer support for a low priority issue that they cannot solve on their end when the CSA's are already backlogged a minimum 48 hours for even high priority urgent issues is not only adding to the backlog but shows how all members who cannot properly triage issues and throw in the "....but you might want to contact customer support to confirm what cannot, will not, have not, may not be done, just in case, perhaps, maybe, I'm bored or whatever reason here's how to contact them....." can cause the very problem most new customers are currently having.....

Long customer support times for urgent issues especially having NO WORKING SERVICE!!

Don't take this admonishment personally @Anonymous @ as it is also aimed at all members guilty of the offence of whipping out the "Contact the mods/CSA's" copy and paste. Maybe said members will understand why myself and others take people to task for this default post.

Re: Cannot get 2-factor verification codes

Anonymous — Sun, 05 Sep 2021 21:03:31 GMT

@darlicious

i agree

Re: Cannot get 2-factor verification codes

Anonymous — Sun, 05 Sep 2021 21:09:17 GMT

@Anonymous wrote:
@darlicious
i agree

lol With what?!

Re: Cannot get 2-factor verification codes

Nezgar — Mon, 06 Sep 2021 16:23:21 GMT

@Anonymous wrote:
@darlicious
i agree

😂