Points, Policies & Certificates

[jabrown4]

It seems I'm having a simliar issue to others on the forum.  I recently updated my phone and did not realize I would not be able to reathenticate my 2-factor authentication to be able to access my account.  I set up this account a long time ago and no longer have access to the backup codes.  Funny that I added 2-factor authenication to my account because someone kept changing my address & etc. in the story (because they had the same name).

I contacted BestBuy support originially and we created a new account with the idea of merging the two to restore access to my account.  Now I'm told that is no longer something they can do.  The website says under 2-factor authentication that even if I've lost my backup codes if I call the number provided they can still help me access my account.  However, on the phone I'm finding out this isn't the case?  The only solution is to create a new account - with a different email/phone number.  I'd love to see if there's anything else that can be done.

[jabrown4]

As someone else posted - I'm also unable to create a new account with a different email/phone number from my computer.  Makes me wonder if my computer has been "blacklisted" or something?  Flagged for potentiall making "fradulent accounts".  I just get a message that says please check my info and an account cannot be created.

[JoshU-BBY Social Media Specialist · Accepted solution]

Hello, jabrown4,

Welcome to the Best Buy Forums!

I had trouble with my 2 Factor Authentication on one of my game accounts last year, it was very frustrating to deal with. Not having access to the backup codes definitely throws a wrench in the works, but we may be able to work around that. It sounds like you have been working with another team on this already. I would be happy to jump in and see where I may be able to assist. It is certainly strange that you are not able to create a new account from that device, perhaps that it something we can look at as well. Can you send a Private Message with the information below so that I can look up your My Best Buy information? You should be able to send a Private Message by clicking the button to the right of my signature below!

• Name
• E-mail Address
• Phone Number

[jabrown4]

Just an update - working with the forums and having a social media speciailist (Josh in my case) was a lot more successful than trying to call BestBuy and resolve this type of issue that way.  I have access to my account and everything was resolved wonderfully!

JAB

[mattliptak]

hi

I have been a rewards and best buy credit card holder for a long time, many years and got a new iphone and cannot access my old account since I set up 2 factor authentication. I tried calling best buy customer service and they were of no assistance and I had to set up a new account. Is there any way to merge my old account into the new one?

[Ravi-BBY Social Media Specialist]

Hi there, mattliptak,

Thanks for reaching out to us here on Best Buy Forums. I can certainly understand wanting to merge your accounts for ease of access.

I have received your private message, and responded to you directly. Let's continue the conversation there! 

[mattliptak]

thanks

just responded