two step verification problem

Church Account is the primary user account (user name and password) for accessing online Church resources. Church Account was formerly known as LDS Account. This forum is a space to discuss all things related to Church Accounts (registration, account recovery, user experience, vulnerabilities, etc.).
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ChelsRR
New Member
Posts: 1
Joined: Thu May 23, 2019 3:59 pm

two step verification problem

#1

Post by ChelsRR »

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My husband can't log into his account. He has the two step verification activated, where it sends a message/code to his phone. Except he has a new number and changed his number on lds tools but to log into his account online to pay tithing he can't get in. The code gets sent to his old number we assume. How can this be solved?
russellhltn
Community Administrator
Posts: 32087
Joined: Sat Jan 20, 2007 2:53 pm
Location: U.S.

Re: two step verification problem

#2

Post by russellhltn »

It depends on how the two-step was set up. Was he using the Church Authentication app, a third-party app (such as Azure Authenticatior, Google Authenticator, Authy), or was he using Text message?

In the case of an authentication app, he may need to install it on the new phone and set it up to take over from the old one.

Otherwise, you'll have to ask your clerk to put him in touch with support. There's no one here who can fix the problem for him.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
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