Need mod help for an OTP issue
We are trying to reset the phone number to which an OTP can be sent. We cannot access our log-in account without an OTP, which we are unable to receive because the number we have used for years is a Google Voice number, which Amazon no longer supports. Unfortunately, the back-up numbers are inactive so there is no other number at which we can receive an OTP.
We initiated the 2-step verification account recovery process. To meet the requirement for government-issued ID we uploaded the drivers license on file with our account but have received no help. We opened a case but have received nothing but boilerplate responses. The case ID is 15251704751.
As a side note, we completed our recertification today and in the process changed our phone number, which had been the Google Voice number. But it does not show as the number to which OTPs are sent.
At present, we have 2 computers logged in, but if we can’t resolve this issue we fear we may be totally locked out.
Need mod help for an OTP issue
We are trying to reset the phone number to which an OTP can be sent. We cannot access our log-in account without an OTP, which we are unable to receive because the number we have used for years is a Google Voice number, which Amazon no longer supports. Unfortunately, the back-up numbers are inactive so there is no other number at which we can receive an OTP.
We initiated the 2-step verification account recovery process. To meet the requirement for government-issued ID we uploaded the drivers license on file with our account but have received no help. We opened a case but have received nothing but boilerplate responses. The case ID is 15251704751.
As a side note, we completed our recertification today and in the process changed our phone number, which had been the Google Voice number. But it does not show as the number to which OTPs are sent.
At present, we have 2 computers logged in, but if we can’t resolve this issue we fear we may be totally locked out.
12 replies
Seller_GcgO8JJ3AX3Rw
I saw this advice about Google Voice on another thread.
'You *might* be able to have Amazon call you with a code. Make sure you don't have screen calls enabled in Google Voice.'
Connor_Amazon
Hi @Seller_MpIF3uR8JxP8TConnor here, thanks for your post.
Totally understand the frustration, however our team here directly isn't able to reset passwords or make any account changes.
As a next step, you will need to call Amazon Customer Service directly.
You can reach out to them via these two phone numbers:
- U.S. and Canada 1-800-388-5512
- International (charges may apply) +1-206-577-1364
Once you are connected, let the live service representative know that you are not able to login to your Amazon account due issues with your OTP and phone number change. They will be able to provide alternative way to verify your account.
If you're still having issues after the call, please respond to the thread here so that I can take a second look.
Thanks,
Connor
