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New Member
Posts: 2
Registered: ‎11-16-2021

Ongoing issues with my account

I have been having ongoing issues (as of 11/6/2021) with not accessing my account. I recently upgraded my phone and lost access to all my Microsoft Authenticator security codes, including my Best Buy 2-step verification code.


I have been told by several agents both via chat and phone (I can provide names, transcripts, and even case #) that this issue will be resolved within 24-48 hours, but each time that time frame surpasses, I'm told the same thing, and nothing is resolved. More recently (this past week), I was told to resolve this issue, they would need to create a new account for me and merge it with my old account. A rep I spoke to yesterday confirmed to me that this would resolve my 2-step verification issues and that it should be done within 24 hours; once that time frame was up, I called again since I'm encountering the same problem and found out that this wasn't to resolve this issue but to merge two accounts which wasn't even an issue I had in the first place! 


Can I please have my 2-step verification reset or, at the very least, turned off?!

Posts: 6,667
Topics: 227
Kudos: 558
Solutions: 341
Registered: ‎08-21-2017

Re: Ongoing issues with my account

Good afternoon, shiloh,


Thank you for taking the time to visit us here on our community forums and writing to us regarding your My Best Buy account. 2-step verification is a great tool to keep your account safe, but not being able to access your account doesn't make it easy to shop with us. I'd be glad to help you look into what options we may have to help.


To help ensure that your account information is protected, Best Buy is unable to disable or provide backup codes after enabling 2-step verification. I'd like to look into what alternatives options may be available. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-16-2021

Re: Ongoing issues with my account

Can someone else respond to this? Andrew hasn't responded to any of my private messages since 11/21. I need to access my account and lost access to my 2-Step verification code, and I no longer have the device that stores my backup codes and needed help.