I have changed my phone number and cannot verify my code as it is being sent to my old phone n

[Carl2023]

Hi,

I changed my phone number and my two-step verification number is being sent to my old phone number, this is making it impossible to verify my code and access my email account.

[Mark39 · Accepted solution]

When you next log in, select the 'can't sign in with the code' link and you'll be able to enter your Recovery Code which will turn off 2 step verification. You can then set it up again with your new mobile number.

[Carl2023]

Do you have any "Hints" as to what they require with regard to the recovery code? 1st pet name, alternative email, place of birth? baffled lol  

[Mark39]

It's a series of 8 numbers and letters (like the Verification Code) displayed on screen when you set up 2 factor verification and also sent to your email address.

[Carl2023]

Hi Mark,

Appreciate your feedback & support, however, let me put this a different way:-

I changed my phone number a few years ago and did not update my Sky email account details. Now, while being forced by Sky to activate 2-step verification a message is being sent to my old number that I cannot retrieve. Without the setup, I am currently (locked out) unable to access any of my emails or codes being sent.

I hope that makes sense.

Best regards, 

Carl.

[caesarome]

From what you have said you have already activated the two step verification and if so I'm afraid there is no way to disable it if you have no access to the recovery code that can be used to disable it. It is the recovery code that would have appeared on screen and sent to you by email when you first activated it,

[Mark39]

---

@Carl2023 wrote:

I changed my phone number a few years ago and did not update my Sky email account details. Now, while being forced by Sky to activate 2-step verification a message is being sent to my old number that I cannot retrieve.

Best regards, 

Carl.

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Hi Carl, actually you enter your mobile number when you set up 2 step verification. It doesn't come from any existing records, so it would only be going to your old phone number if that's what you put in when you activated it.

2 step verification isn't mandatory (good job too).

Unfortunately, if you didn't make a note of the Recovery Code when it was displayed on screen, or you didn't forward the email containing it to another email address for safety, you might be snookered. You could try giving Sky a call, but because of the (poor) way it was implemented, they might not be able to help either. Sorry   🙁

[jayach]

As @Mark39 you must have given the phone number when 2FA was activated and also have had access to the phone at the time as a code is sent to it which has to be entered to enable 2FA., it isn't turned on automatically.

An email would have been sent with the recovery code, but as you have found, you can't log in online to get it.

However I think you should still be able to access the email account using an app/client (but probably not one that uses OAuth) and get the recovery code that way.

So try with an app/client, but it will need to be setup manually, and use a generated password.

Get the details needed from this post by @caesarome 

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