11-23-2021 09:04 AM
I seem to be stuck in a loop here. I had to rebuild my phone (wiping my existing authenticator app).
- When I login with my user name and password it asks for my 6 digit security code from my authenticator app (which isn't setup).
- I cannot setup my authenticator app because the QR Code needed for setup is behind the BestBuy login (which requires my authenticator app). It says there are backup codes but I either misplaced them or never received them.
And yes before you ask I reset my password. I have called BestBuy a number of times and they don't know how to resolve this. Can't login without the authenticator app / can't setup the authenticator app without logging in.... what do I do?
Thanks in advance for the help.
11-23-2021 08:41 AM
Did you ever figure this out. I too am plagued with this problem. I am stuck in a loop, I cannot log in without my authenticator app. I cannot re-setup my authenticator app without fully logging in.
11-23-2021 01:18 PM
Good afternoon, robhydell,
Welcome to our forums! It’s disappointing to hear you’ve been having trouble accessing your BestBuy.com account, and appear to be stuck in a bit of an authentication loop, but I’ll be happy to assist in any way I can.
Just so we’re on the same page, we do offer a few different ways to receive the security codes you’re looking for, be it through text or authenticator app. If you haven’t done so yet, I’d recommend checking out our Set Up 2-Step Verification FAQ for some troubleshooting steps that might help to resolve the issue.
If you’re still having trouble receiving the code you’re looking for, or have any other questions or concerns, please don’t hesitate to follow up with me here.
11-23-2021 01:56 PM
Yes, I have seen that FAQ, unfortunately it doesn't have a solution to my problem. I don't have the backup codes and if I want to setup the authenticator app I then need to log into my account (which I can't). The FAQ tells me how to get the QR Code or Text message but to get to that page I have to be fully logged in (which requires an authenticator code... see stuck in a loop).
If I could be given a new backup code I would be able to get in and setup my authenticator.
If you could text or email me the QR Code for the authenticator that would also allow me to get in.
Are either of these solutions possible?
11-24-2021 02:47 PM
By design, accounts with 2-step verification enabled can’t be accessed without the security code or backup codes, nor are we able to generate new backup codes for your account. The only workaround at this time would be to create a new BestBuy.com account using an alternate email address, and if necessary, we can merge your two accounts once a new account is created.
11-24-2021 08:43 PM
This topic has been moved to its own thread under the board BestBuy.com for further review.