topic Re: Two factor identification in Account and services

Two factor identification

Flyingfemme — Wed, 24 May 2023 10:29:39 GMT

How does one get rid of two factor identification? I manage my mother's affairs as attorney and need to log in to see her bills. She cannot "do" text messages; most of the time she cannot actually make or receive calls on her mobile - but it is a security blanket. Since she lives 3 hours drive away from me we cannot use it for any type of security.
The Three customer service line, and their online chat, are totally dependent on sending codes and PINs by text. Without access to the physical phone I cannot even speak to them.
Looks like my only course of action now is to cancel the account.

Re: Two factor identification

sc1999 — Wed, 24 May 2023 10:44:08 GMT

Before you cancel the contract check with other networks if you can turn 2fa off. More and more companies are making 2fa the norm Microsoft 365 now forces users to use 2fa. It may be easier to buy your mum another phone and keep the current one for 2fa.

Re: Two factor identification

JonathanB — Thu, 25 May 2023 09:53:01 GMT

Hi @Flyingfemme,

This does sound really frustrating. If you have power of attorney for your mum it sounds like this would be classed as an accessibility need. I'd recommend getting in touch with our wellness team to check what options they can provide to help support you both.

Thanks,
Jonathan