Alternative ways to authenticate account?

**SlowLoris** · 05-31-2022, 06:38 PM

Due to a mad scramble and a series of mishaps, one of our lines is on a SIM that we do not have access to. And for some reason, the email authentications do not come through for this account, so I cannot change the SIM online. I tried to change the email address on the account in the hope of actually getting a verification email, but ended up inadvertently changing the account PIN instead.

I'm trying to prepare for the next chat/call with customer service because we will need to change the line to a new SIM soon. The last time I chatted, I offered the 5 digit account PIN after telling him we couldn't receive a text. He then asked:

- Mother's maiden name. I know I got this right, but don't remember ever adding that to the account.
- Last 4 of credit card used. I was baffled by this one because no card was ever used on the account. The activation was from a card purchased from Amazon and all renewals were with rewards.
- Last 4 digits of two frequently called numbers. Apparently, I got that one wrong, but I have no idea over what range of time or if there were multiple correct answers.

After being told authentication failed, I terminated the chat. Before I try again, I want to make sure I have all possible answers ready. Are there other authentication questions I should anticipate? I did add a credit card to the account, as well as a security question. Thanks for any advice you can provide!

**Serial Port** · 05-31-2022, 06:57 PM

Many times, the authentication questions can change in what is asked by the rep. From my experience as a former CS rep for At&t, the computer will ask the questions (several available) and the CS rep will not know which ones will be asked. Not a whole lot you can do to prepare except having your general information available when asked to confirm. There are no shortcuts. Every time authentication fails, it will be documented to the account. In the past, if a customer could not properly confirm the account, we had to refer them to a retail cellular store and to bring their ID (typically driver's license) to prove identity.

I do wish you success

**tomseys** · 05-31-2022, 07:17 PM

Not sure if it matters to receive a verfication email but in communication preferences, is email toggled on?

The rep should offer to send verification code to account email.

You can add mothers maiden name to account as the security question/answer.

Make sure you have the security pin right.

**winner123** · 05-31-2022, 09:56 PM

I went through this recently for a transfer. Apparently the CSRs could not see my email address even though it is clearly in my account profile.

I used the automated account tools to do the transfer and those tools could see my email address and sent me the verification code so I could do the transfer. It was risky not documenting my buckets but they were transferred over correctly.

Security pin is not enough apparently.

**Serial Port** · 05-31-2022, 10:14 PM

Keep in mind that CS reps cannot see complete account information until the account is verified (at least from my prior experience). Even if an email address was added previously, the rep won't have access to that information at the beginning of the call.

**hapollo8** · 05-31-2022, 10:45 PM

Originally Posted by tomseys

Not sure if it matters to receive a verfication email but in communication preferences, is email toggled on?

Had email communications toggled on 2 accounts but for some reason don't get them and SMS text comes slowly. Went thru this past few days. CSR sends text message, wait a few mins, and nothing. Sends another text, nothing. They offer to send email pin, nothing. Then suddenly text messages arrive 2x 5 mins later but superseded by email. Usually after about 4 tries, the final text message works. Emails never ever show up, (not in Spam folder either) even though they confirm that is the same email they see on their system.

All I can say is systems are a complete mess.

**winner123** · 05-31-2022, 11:00 PM

Originally Posted by Serial Port

Keep in mind that CS reps cannot see complete account information until the account is verified (at least from my prior experience). Even if an email address was added previously, the rep won't have access to that information at the beginning of the call.

The CSR said I did not have an email address on the account even though I did. Did not say that the info was blocked. And how does that help security when the automated tools can see and use that email address and the tools don't even ask for a security pin.

**charmedangelina** · 06-01-2022, 05:34 AM

Originally Posted by hapollo8

Had email communications toggled on 2 accounts but for some reason don't get them and SMS text comes slowly. Went thru this past few days. CSR sends text message, wait a few mins, and nothing. Sends another text, nothing. They offer to send email pin, nothing. Then suddenly text messages arrive 2x 5 mins later but superseded by email. Usually after about 4 tries, the final text message works. Emails never ever show up, (not in Spam folder either) even though they confirm that is the same email they see on their system.

All I can say is systems are a complete mess.

This happened to me on Friday. Luckily I have the security pin set up on the account so I just give them that to validate the account.

**Serial Port** · 06-01-2022, 07:50 AM

Originally Posted by winner123

And how does that help security when the automated tools can see and use that email address and the tools don't even ask for a security pin.

The rep enters your responses to the questions asked and if they match what the computer has stored, it gives them access to the account. If the answers are incorrect, only limited or no access.

**SlowLoris** · 06-01-2022, 09:13 AM

Originally Posted by hapollo8

Emails never ever show up, (not in Spam folder either) even though they confirm that is the same email they see on their system.

All I can say is systems are a complete mess.

This is the problem we are having -- emails never show up when using self serve options. When chatting with a rep, he did not offer to send by email.

**SlowLoris** · 06-01-2022, 09:16 AM

Originally Posted by charmedangelina

This happened to me on Friday. Luckily I have the security pin set up on the account so I just give them that to validate the account.

Did the rep ask for the PIN? Or did you just offer it? When I offered it, that wasn't enough and he moved on to the questions about the credit card and frequently called numbers.

Thanks everyone for your responses. I did try toggling email off, then back on again, to see if that changes anything.

**Boz1** · 06-01-2022, 09:32 AM

Originally Posted by charmedangelina

This happened to me on Friday. Luckily I have the security pin set up on the account so I just give them that to validate the account.

It really must depend on the chat agent. Over the last few months, using the account security PIN has not been allowed for me. Usually the agent says a text code has been sent to one of the lines in the account, but I almost never have any of the devices for the lines that I take care of nearby. Fortunately, asking the agent to email the security code has worked for me, so far...

**winner123** · 06-15-2022, 11:15 PM

FWIW, the chat CSR today told me there was no way to send a verification code. They asked for security pin, which I gave and then the credit card (which I have never used) and the most frequent dialed numbers (on this newly re-activated line, I have never made a call). So I was disconnected being unable to authenticate my account.

The reason for the chat was they deactivated my newly re-activated line and I don't know why.

I guess I will try the Corporate line tomorrow. What are the best numbers to reach them?

**sillyette** · 06-15-2022, 11:35 PM

Originally Posted by winner123

I guess I will try the Corporate line tomorrow. What are the best numbers to reach them?

I have never called Corporate myself, but as a Tracfone customer, I am well-prepared for the worst

so I have copy-pasted TF Corporate Office numbers in my notes file:

Tracfone Executive Resolutions 305 715 6500 Extension 1029
Corporate office 305-640-2000 x1029
800 626 4883 x3324

I also have this in the file: Make sure rep who answers identifies him/herself as from the "tracfone corporate office"

**SlowLoris** · 06-16-2022, 09:54 AM

Originally Posted by winner123

FWIW, the chat CSR today told me there was no way to send a verification code. They asked for security pin, which I gave and then the credit card (which I have never used) and the most frequent dialed numbers (on this newly re-activated line, I have never made a call). So I was disconnected being unable to authenticate my account.

The reason for the chat was they deactivated my newly re-activated line and I don't know why.

I guess I will try the Corporate line tomorrow. What are the best numbers to reach them?

When trying to activate a new SIM by chat several weeks ago, I also got the credit card and frequently dialed numbers questions. A credit card had never been used on the account and I apparently got one or both of the numbers wrong. That was what prompted this thread. After that chat, I changed my PIN, added the security question, added a credit card.

I finally got the line working again this morning. I called the corporate number and for some reason she did not like the Verizon SIM from the 3-in-1 pack, so she asked for the T-mobile card. Then, I got the feeling she was setting up a new account, instead of using the existing account, which was unsettling. For authentication, she asked for the PIN and my dog's name (security question). At the end, she told me she had to transfer me to the porting department which didn't make sense to me, but it all worked out in the end and the line is back in service.

And since I'm on T-Mobile, maybe we'll get the free month of service when I need to change it to Verizon. Thank you to everyone who took the time to answer when I was so worried about authenticating the account!