2LA Security code

[Jamiebuk]

Hi,

This is really frustrating me. I need to log into my account but have to go through this 2 step security thingy. Great. Only problem is that the security code NEVER comes through. I've spoken to the live chat help twice now. Both times they have assured me the problem is solved and I will be able to log in. Both times this is incorrect.

The first person I spoke to suggested my phone number needed updating, which he did, and then the code would definitely arrive. 24hrs later, nothing.

The second person insisted resetting the password to my account would solve the issue. I knew my password was correct so didn't really see what this would achieve. But either way it didn't work. Still no code.

I've been trying to log in to upgrade my phone and contract. If I'm honest, this is making want to go elsewhere. It's all well and good having extra security measures to prevent unauthorised access but when the account holder can't even log in to their own account, it seems a bit ridiculous.

[BandOfBrothers]

Hi @Jamiebuk

I appreciate it's frustrating when the code fails to materialise which is usually because of available signal to be able to recieve a text. Some have asked if it can be turned off but cannot due to its value of securing an account. 

Vodafone allow the code to be sent to another number such as a Landline Tel if that helps. Customer service can sort that out for you. 

Alternatively customer service can upgrade with you over the phone or if local and convenient I'd suggest visiting a Vodafone High street store. Typically walk out with the phone of choice, no handset delays and no waiting in for delivery and the contract is explained and supplied in hard copy. 

[AnnS]

Hi @Jamiebuk

There is a link on the website which may help.

What do I do if I'm having problems completing the security check?

You may find there is a cookie stopping you from receiving the code, you may find clearing your cookies and PC cache helps solve the issue.

[Jamiebuk]

Hi,

I'm aware there are other ways to go about upgrading but that isn't really the issue. The issue is not being able to access my account. I'm not going to upgrade with Vodafone if this continues to be a problem.

I'm not convinced network signal strength is the problem either. I usually have very good 4g signal at home. However, this does pose a flaw with this method of security verification.

I've tried the FAQ suggestion of clearing cookies/cache but that didn't achieve anything (Apart from logging me out of all the sites I use regularly that keep me logged in).

[Rahim]

@Jamiebuk We'd like to check this for you. 

Please get in touch with our team using the details from the private message I've sent.