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two step verification problem

Posted: Thu May 23, 2019 4:04 pm
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?

Re: two step verification problem

Posted: Thu May 23, 2019 5:12 pm
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.