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New Member
Posts: 5
Registered: ‎07-02-2021
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No backup codes. Support tried helping but old phone # is still requested

Hi. I changed my phone number recently and now I'm stuck trying to log in.Support changed my phone number and email on my accopunt but the old phone number keeps coming up for the 2step and I don't have any back up codes or authentication app to get back in. Could someone please just email me the backup codes so i can get back in?

New Member
Posts: 5
Registered: ‎07-02-2021

Re: No backup codes. Support tried helping but old phone # is still requested

Alternatively, I don't mind setting up a new account but I'll need to change the number on the account back to the old phone number because I can create a new account with my new number still associated with my original account PLUS I would need to transfer all purchases to for the last two years (about a dozen) to my new account PLUS delete all credit cards & Paypal options or the account itself. I've read some of the posts and I get the sense some people are inpatient & prone to losing their temper. I got until Black Friday to sort this out. Lets start by changing the orginal account back to the old phone number in case I have to create a new account. If I can get back up codes emailed to me, IU can log back in and disable the 2-step and be on my way. If not, then I'll need to transfer the purchasde history and delete. Either way works for me

Posts: 6,255
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Registered: ‎08-21-2017

Re: No backup codes. Support tried helping but old phone # is still requested

Good morning, radicalmansf,

 

Welcome to our community forums. As a big fan of Two-Step Verification, I know how stressful it can be when you are unable to access your account and unable to find the provided backup codes. While Best Buy does not have access to these codes are unable to reissue them, I would be happy to help you explore what options we have to help you getting access back to your My Best Buy account.

 

I'd like to begin by reviewing your account to see what changes have previously been made. I will need a few more details in order to do so. Can you please send me a private message that includes your:

 

Full name

New email address

New phone number

Old phone number

Old email address

Shipping address

 

You can send me a private message by clicking on the blue button at the bottom of this post across from my screen. I look forward to hearing back from you so I can see what's possible.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-02-2021

Re: No backup codes. Support tried helping but old phone # is still requested

Hi Andrew,

Thanks for the help switching my the primary phone number on my old account back to my old phone number. This will allow me to create a new account with my new number which I have done a few moments ago together with the alternate email I mentioned in my private message to you.

 

Next comes the tricky part. I still need to transfer my purchese history from the old account to the new account. I'll private message you with details of my old & new account

Posts: 6,255
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: No backup codes. Support tried helping but old phone # is still requested

You're welcome, radicalmansf,

 

I'm glad I could start working on this for you. I see you've send me a private message, I've been able to send one back in return.

 

As a reminder, you can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account. I look forward to further assisting you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-02-2021

Re: No backup codes. Support tried helping but old phone # is still requested

Hi Andrew,

You were able to merge all of my purchase history & rewards into my new account. Thank you.

 

We had a little back & forth to get each step done. I would send you a private message in the evening and you would take action in the morning. After few days it was all done.

 

However, I still have one concern. Can you delete the old account(s) or at least the payment options? I would like to nix those lingering issues

 

Thanks again

Posts: 8,737
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Registered: ‎10-10-2012

Re: No backup codes. Support tried helping but old phone # is still requested

Hi, radicalmansf,

 

Andrew is out of the office today, so I'm jumping in to see what I can do to further assist.  In the future, feel free to just send a private message if you have additional questions, as we'd likely need to speak privately anyway and it can help save time. I'll be replying to the private message you sent us shortly.

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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