OTP is send to my old Phone Number which is lost

[kevinomics101]

My sister just completed her BYU Pathway. Unfortunately for her, the phone was using was stolen, and she lost the phone number linked to her account. She is trying to register for the BYU Idaho online degree program, but the One Time PIN (OTP) is being sent to the old number. We contacted the ward clerk, who changed her old phone number to the new one she is using. Still, the OTP is being sent to the old phone number. What can should we do?

[jdlessley]

There is another setting in her Church Account that is used for two step verification and should be set to her current mobile phone number. The clerk cannot change that number for her. Have her log onto her Church Account and scroll down the page to the Account Mobile Phone section and edit the information in that section.

[kevinomics101]

Good day, I appreciated the last feedback. However, the problem is that she can't log onto her Church Account because the OTP has also been sent to the Old Phone number to which she doesn't have access. Please note that the time for the closing of the registration is approaching, and we can't have access to her Church account to enable us to change the old phone number. The Clerk was able to change her old number in the membership directory, we don't know if that could have any effect. After the clerk changed the old number in the directory, we tried logging in to her Church account and BYU Pathway account, but the OTP is still been sent to the Old number. Is it safe to post her username and password and the new phone number we want the OTP to be sent to, here? please help us.

[lajackson]

Is it safe to post her username and password and the new phone number we want the OTP to be sent to, here?

No. This is a public forum viewable from throughout the world. I would suggest she call the Global Services Department. Her clerk should have that contact information.

[kevinomics101]

Good day. I have posted the problem my sister is facing logging into her LDS and BYU Pathway accounts. The OTP has been sent to the old phone number which she cannot access. You asked us to contact the Global Services Department, which we did. After some days, they emailed us that they had resolved the Issue. But, unfortunately, we tried logging in again, and the same thing, the OTP had been sent to the old phone number. Meaning the problem had not been resolved. We still sent them a email telling them that the problem had not been resolved. Up till now, no one seems to care about what we are going through. We are trying to register my sister for the online degree program, and we can't do that because we can't have access to her account. Please is there a way you can remove the 2FA from the account? PLEASE HELP US. Time is against us.

[jdlessley]

Please is there a way you can remove the 2FA from the account?

Nobody here in the forum can do that. The forum is primarily user-to-user discussion and collaborative self help. We can discuss it, but that is it. Ask your ward clerk to work along beside you as you call the GSD support. There may be more going on here that you are not aware of that he may be able to see as you work through the issue while in contact with support.

[russellhltn]

GSD is the only one that can remove 2FA from an account that you cannot log into.

[sbradshaw]

If it's time-sensitive, I would recommend calling the Global Services Department instead of emailing. Emailing goes into a queue that takes time to get through.