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Registered: ‎06-08-2020

Need help - Searching for Knowledgable Bestbuy.com IT Support - 2 Step Verification

When I attempt to log into my account I am receiving the request for 2 Step Verification. I do not have the 6 Digit Security Code. When I attempt to reset, I am receiving a message that the security code is being sent to "undefined". I can not log into my account at all. I cannot log into my account at all. I have spent a few weeks working on this and countless hours on calls. One support person actually told me he had no idea how to help and to "hang-up and call back because hopefully, the next support person would know how to repair".  The next support person told me he submitted a "ticket" on my behalf and I would receive support within 5-7 days. It's been weeks and nothing. I have a gift card that I cannot claim without logging in. Does Best Buy have IT Support and how do I get to someone who has the knowledge to fix the issue?

 

This is the verbiage I am receiving from the error screen:

 

2-Step Verification

We sent a text message with a security code to undefined.

6-Digit Security Code
6-Digit Security Code info
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Registered: ‎01-03-2013

Re: Need help - Searching for Knowledgable Bestbuy.com IT Support - 2 Step Verification

Hi there, JPARKER4, 

 

Welcome to the forum, and thank you for reaching out regarding your 2-Step Verification trouble. This is a great option to enable in order to help keep your account secure. With that said, I understand that you may be having difficulties logging in, as you do not have access to the security codes. I also apologize if you've had trouble getting support with this, as that is not the experience we want for our customers.

 

If security codes are not able to be received for any reason, you should be able to utilize the backup codes that were provided during setup, and instructed to be kept in a safe place. Do you have these security codes available? 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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Posts: 2
Registered: ‎06-08-2020

Re: Need help - Searching for Knowledgable Bestbuy.com IT Support - 2 Step Verification

Hi Tasha,

 

I do not recall having ever set-up 2-step verification and not only do I not have an email with instructions but I also have no back-up codes. I have gone as far as to request new back-up codes but part of the 2-step verification error screen indicates that Bestbuy.com is sending the text message to "undefined". I need an IT person who can please help me to remove or reset 2-step verification so that I may log into my account and access my credits/certificate.

 

2-Step Verification

We sent a text message with a security code to undefined.

 

Thank you,

Jennifer 

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Posts: 12,468
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Registered: ‎01-03-2013

Re: Need help - Searching for Knowledgable Bestbuy.com IT Support - 2 Step Verification

Hello again, Jennifer, 

 

Thank you for following up with us. Currently, the only way to enable 2-Step Verification is from your account settings page after logging in. Should any family or friends have had access to your account, they may have enabled it without letting you know if you did not enable it yourself. With that said, if you do not have the backup codes, you may not be able to regain access to the account. By design, 2-Step Verification is meant to keep your account secure, and if you're having trouble receiving the security codes, and do not have the backup codes, there may not be any other recourse. I would be happy to take a closer look at your account though, so please be on the lookout for my private message via your inbox in the top right corner of the page. 

 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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