Points, Policies & Certificates

[gahbmwm]

Hello,

I was t on the phone with Best Buy Customer Service 888-237-8729 for about 1 hr..I had a Samsung Galaxy S10+ which had the Best Buy codes through both Microsoft Authenticator and Google Authenticator...however Traded in this device for a Samsung Galaxy S21 Ultra...Now I cannot log into my account without Two Step Verification codes...Best Buy C.S. and Geek Squad C.S. attempted to rectify this issue without me having to literally/physically go into a store...which I did and received absolutely no helpful assistance..My case #{removed per forum guidelines}...I can not find any backup codes to utilize and Best Buy C.S. sent me a couple of email, but no codes were successful...Best Buy app requires a 6 digit code and I received emails with 8 digit codes...Kindly assist me in rectifying this situation...Thanks..

[gahbmwm]

If a Forum Moderator could PM me, I would be glad to furnish all Best Buy Account information...Thanks

[Derek-BBY Retired: Senior Social Media Specialist]

Good morning, gahbmwm,

Welcome to the Best Buy forum, and thank you for connecting with us.

I setup my own BestBuy.com and rewards accounts with 2-step verification awhile back just to have that extra layer of protection because you never know who might figure out your password.  My wife recently had someone gain access to one of her online accounts through a different retailer and place several fraudulent orders.  Luckily, her bank noticed the weird transactions and cancelled her card; however, something like 2-step verification could potentially have prevented that from happening.

First and foremost, don't go to the store.  Our store level employees can't interact with a member's rewards or BestBuy.com accounts outside of placing an order or attaching a purchase for points.  By design, to protect our members, BestBuy.com accounts with 2-step enabled can't be accessed without the security code or backup codes.  If you don't have the backup codes from when you initially setup your accounts with 2-step, then we're basically left with one option, and that is to create a new BestBuy.com account using an alternative email address.

I can see you've already sent us a private message with your details, so I'll be replying to it shortly to see what I can do to help get you logged into your accounts.  You can read a private message by first logging into the forum and then clicking on the envelope icon at the top of the page.

Set Up 2-Step Verification - FAQ

Best Wishes,

[gahbmwm]

Ok thanks Derek and I checked the PM...Bottom line is that I need to setup a new Best Buy account....Best Customer Service already merged two of my accounts into one...Please advise, as I want to have access to my older account (merged) last week...Kindly advise...Glenn

[Derek-BBY Retired: Senior Social Media Specialist · Accepted solution]

While you should be able to see whatever rewards history is tied to your rewards account, you may not be able to see past purchase history seeing as we're needing to create a new BestBuy.com account.  I'll follow-up with you via a private message.

Best Wishes,

[gahbmwm · Accepted solution]

Excellent work Derek-BBK, as I'm now all set with a new Best Buy Account, and was able to once again set up Two Step Verification...All my important purchases and Geek Squad plans transferred over too....
Thanks so much!

[Derek-BBY Retired: Senior Social Media Specialist]

You're more than welcome, and please don't hesitate to stop by the forum in the future should you have any other questions or concerns.

Best Wishes,