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New Member
Posts: 2
Registered: ‎01-25-2022

Lost Authenticator App Due to Previous Phone Firmware Crash, No Backup Codes... Help!

Hi,

 

I'm in a situation that it seems quite a few members have experienced here. I previously enabled 2-step verification on my BB account through the Google Authenticator App, but my previous phone recently experienced a firmware crash and now will not turn on at all! I lost all my data including backup codes and access to the authenticator app. I have since been unable to access my old account which has all my past purchases, rewards, and memberships. 

 

I have created a new account, and it seems that BB can merge these 2 accounts? There was a user who had this exact problem, and his issue was solved through this method: Link to Post.

 

I don't really want to start from scratch with a completely new account as I have been using my old one for years. I have called the 1-888 BEST BUY number and also visited the store and no one has been able to help so far Smiley Sad

Posts: 3,342
Topics: 40
Kudos: 118
Solutions: 177
Registered: ‎10-19-2017

Re: Lost Authenticator App Due to Previous Phone Firmware Crash, No Backup Codes... Help!

Hello, javedm91,

 

I appreciate you taking the time to reach out to us regarding your My Best Buy account. I know not being able to access your account can be pretty frustrating, but I’m here to help where I can. 

I am happy to review your account with you to see what may be going on and get your customer service experience documented for you. Please, send me a private message by clicking on the blue button next to my signature, with your full name, phone number, address, and e-mail connected to both of your BestBuy.com accounts. I look forward to hearing from you.

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎01-25-2022

Re: Lost Authenticator App Due to Previous Phone Firmware Crash, No Backup Codes... Help!

Just wanted to give an update after sending the necessary info to Deysha. She was able to merge both of my accounts and I am now able to see previous purchases, rewards, and my memberships again! Thank you!!

Posts: 3,342
Topics: 40
Kudos: 118
Solutions: 177
Registered: ‎10-19-2017

Re: Lost Authenticator App Due to Previous Phone Firmware Crash, No Backup Codes... Help!

Thank you for the update and kind words, javedm91!

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!