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I wondered if anyone could help / shed any light on my situation, I have changed my mobile number and now no longer able to access my BAEC (as the 2FA code is sent to my old defunct number). I called BA almost 2 weeks ago who told me that this could not be changed over the phone and I would be contacted on email by an agent who would change my number (this process I was told takes 5-7 working days).
After a couple of days I received an email asking for me to confirm the new number, this was a week ago and its still not updated.
Not sure if anyone else has had this issue or knows of a way to resolve or if I just have to sit tight and wait?
Thanks in advance
There’s a thread on FlyerTalk about 2FA, and there are unfortunately posts saying it is impossible to reset for a new phone number – even when an account is updated and 2FA seemingly set to that number, it still for some reason sends code to old number. Seems to be known issue that can’t currently be solved.
Can’t offer any alternative solutions as my account doesn’t use 2FA, but some mention of a recovery code would have been issued when it was first set up.
2FA should use the number in your account. However stupidly as you set it up it asks for a number, does not use number in your account. This is not just stupid, it risks fraud, and leads to all the problems being talked about.
Sigh, appreciate the feedback, I guess I just need to keep waiting then and hope BA do something, the told me to call them if I want to login and they can manage the account for me. I’ll check the posts on flyertalk, the customer service agent gave me access to my account and let me change the phone number, but I still get the text code to the ring number.
Doesn’t the recovery code work.
Doesn’t the recovery code work.
I have to be honest, I don’t recall receiving one.
That’s why number should be changed before switching to a new number. Otherwise it defeats the purpose.
An update, as I think I said I never remembered receiving any recovery code historically (did BA just switch some accounts over)? Countless calls to BA and the rigmarole of waiting for an email from BA to request my new number (and update it).I also tried an email to BA’s DPO who replied telling me it was a customer service issue (even though BA were knowingly sending my 2FA to the incorrect phone number, fairly sure this is a breaching data reg….anyhow).
Another week on and all of sudden I was let in to my EC, I updated my phone number and was provided with a recovery code. I’m guessing someone at BA reset the account but I do sympathise with anyone caught in the loop for which BA have no clear operating model to resolve, unfortunately being told by BA on the phone that ‘it will take some time’ only helps to boil the blood.
@TS77 Happens all the time and few companies have processes to fix it.
Avis France associated my email with a French customer’s account. Took threats of legal action to their DPO and nearly a year for them to stop bombarding me with french spam.
Screwfix did similar with associating my house address with a customer account miles away at thw Warrington store. They were actually apologetic and fixed it immediately.
I had the same issue (2FA going to an old mobile number although my current mobile number is shown on my BA account)
Maybe I was lucky but I was able to make the change over the telephone. Spoke to their customer services and they just did the normal customer ID checks then noted down the new mobile number and said they would email the relevant team and it could take 7 days to update. I went back online 2 days later and the system said I needed to set up a new password etc which worked and then asked me to confirm the new mobile number.
Maybe worth you calling again to see if you get a different agent and starting the request all over again to see if they can simply send the internal request that is needed on their side.
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