Q: I’ve been an Amazon customer for 20 years, but after changing my phone number, I’m locked out of my account because two-factor authentication (2FA) still uses my old number.
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Amazon updated the phone number on my account, but 2FA remains broken. One agent claimed my account was “terminated,” which isn’t true. For weeks, I couldn’t order essentials or manage my Echo devices. How can a company this large fail to sync a simple phone number? What else can I do?
— Bruce Gerencser, Ney, Ohio
A: Amazon should have either ensured your two-factor authentication settings were updated when your phone number changed or provided clear steps to resolve it. The company’s own security protocols require accurate contact information, and its support team should have escalated this promptly.
You did everything right: You contacted customer service, submitted documentation and reached out to executives using the Amazon executive contacts on my consumer advocacy site, Elliott.org. I publish the contact information precisely for this purpose. I want to give a company like Amazon every chance to resolve a problem before it turns into a story.
According to Amazon, switching phone numbers is a simple process. To change the phone number on your 2FA Amazon account, navigate to your account settings, locate the “2-Step Verification” settings and follow the prompts to add a new phone number and verify it.
But I know from personal experience that it doesn’t always work that way. Sometimes, on new numbers, you may experience problems with receiving a verification message. (Some businesses, notably banks, keep a blacklist of numbers that they won’t send to, such as VOIP numbers.)
Persistence matters. Always keep a paper trail, as you did, and escalate early to executives when frontline agents can’t help. As I review your case, it seems you were dealing with both human and automated agents — AI bots that have not fully understood your problem. That is happening with greater frequency, and it’s keeping my advocacy team and me busy.
I contacted Amazon on your behalf. While the company didn’t comment, its executive team swiftly resolved the issue. A specialist removed 2FA, restored your access and added a $25 goodwill credit.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at the nonprofit’s site.
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