Changed phone number – verification going to old number

[Tonymc]

Hi,

Having changed my phone, when I am trying to log in to the website it is sending the SMS verification code to the old phone number. The only other option is to use the recovery code which I can’t find.

I have called BA, and the agent kept telling me that the phone number that was shown on my account is my new number. She advised me to change my password, but trying to log in again, it is again sending the SMS code to the old number. When I eventually managed to get across the issue to the agent, I was told that it would take 7-10 working days for someone to get back to me.

Is there any way around this, or will I have to put up with BAs woeful IT systems and teams????!!!!

Many thanks.

[Skywalker]

See here:

https://www.headforpoints.com/forums/topic/dad-locked-out-of-executive-club-account/

and here:

https://www.headforpoints.com/forums/topic/how-to-change-ba-2fa-number/

If there is nothing of much value in the account, you may well be better off requesting full account closure via their privacy team and starting again.

BA’s IT woeful indeed 😒

If you do manage to find a solution to this mess, please do report back.

[Tonymc]

Thanks for the response. Unfortunately neither of the links have enabled me to change the 2FA number, so I have raised a form with the BA Data Protection Team.

Interestingly, I received a response with a link unlock my account BUT all this does is send me to the login page, and then I have the same issue of the verification code being sent to the old number. I can only hope that the IT team responsible for the website are not allowed anywhere near an aircraft IT system!!!!

[Tonymc]

The good news is that I managed to find the recovery code after trawling through a back-up copy of my e-mails, so at least I can now access the account albeit not easy to remember a 24 digit code!!!

[tom1]

@tonymc – my parents both have same situation – do you know what account the email with the recovery code was sent from ? or the subject?
Thanks

[Nico]

Same issue and can’t fix it, last time I was lucky the old sim was still active, quite ridiculous really.
I looked through all emails and could not find a recovery code and no way to get it sent again it seems!

[AndrewT]

The way to overcome this, I refuse to say ‘solve’, is to ask for 2FA to be removed from your account. A request will be submitted to the relevant back office team and takes a few days.

After that is done, when you next log in it will automatically reenable 2FA and ask you what number to use, as well as generating a new recovery code.

The 2FA number remains separate from your registered account contact number (yes seriously!). You can choose to use a third party authenticator app instead of providing a number for SMS.

[Skywalker]

Edit – Andrew’s solution is better!