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my wifes going mad! could someone help please?
shes a BIG kindle reader, has hundreds of books. however, when she tried registering a new kindle the other day amazon made it difficult by telling her they were sending a one time password (OTP) to her phone. it never came. tried the resend option a few times nothing. she tried changing her phone number to mine, i didnt get one either, so changed it back to hers.
she then got locked out of her account. she rang them up, they said theyd sorted it and to wait up to 48 hours before she could access her account again. to then access the account it asked for OTP, of course it never came.
having had enough she thought she'd try from scratch. created a new email address for a new amazon account. to verify your account we'll send you a OTP. you can guess the rest.
ive googled it, theres plenty of people with the same issue, the main resolution seems to be speaking to someone at amazon that knows what the problem is and how to fix it. so pot luck then.
shes looked in her authenticator app to see if theres any amazon content in there but nothing.
google suggests phone provider issues, full inbox issues, anything but a problem their end.
anyone else had the same, and if so how did you resolve it? Â
any ideas other than just keep ringing until someone with an ounce of knowledge picks up? at present she has hundreds of books she cant access, and a new kindle that she wants to register to her account.
thanks
EDIT:Â oh and theres no 'send OTP to email address' option given either.
I'm not any kind of expert, but the entire SMS/mobile phone security seems to be quite easy to break. I would be tempted to check other accounts that use OTPs via your phone for security and wherever possible switch them to something more secure.
I had something similar with Samsung two factor authentication messages too. None arrived even though my phone number was shown to be correct.Â
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On my android phone I did this and then the Samsung messages came through:
Settings > apps > messages:
Clear cacheÂ
Force stop
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Then went back to the Samsung page and resent the two factor code and it came through.Â
She's just tried thanks but no joy. Amazon says the text has been sent successfully but she still hasn't got it.
And still no alternative method, only the OTP by text.
Thanks
Do you use WiFi calling? You could try forcing the phone off it
Do you use WiFi calling? You could try forcing the phone off it
she uses the phone over her normal phone allowance for calls, she doesnt do wifi calling, however, wifi is always on. are you suggesting switching wifi off and trying again?
thanks
If you aren't using WiFi calling it will make no difference. If you are then it can sometimes be less reliable.
anyone else had the same, and if so how did you resolve it? Â
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Not the same - but a couple of weeks ago a phone mast went down near our house and we lost O2 signal.
Mine came back after about 8 hours, my daughters signal (she's on GiffGaff on 02 network) never came back.
She tried everything - new sim from GiffGaff, sim in a different phone, complete phone reset, chats to GiffGaff tech, but it just wouldn't come back.
She took out a new sim with EE and had her number ported over - all fine now!!
So weird things can happen.
How about picking up a new pay as you go sim from another provider - pop that in - change OTP number on Amazon to new number and see if that works.
this has been going on for months so it wont be a phone mast, and she gets passcodes etc for other services, banks, shopping etc.
she previously gave up on this and i gave her my kindle, and she's been buying books to read through my account as i rarely use it myself. she just thought its been a while and still not resolved, i really ought to sort it.
good thinking with a different sim. can you get them where you dont have to put any money on initially? so just get a card, pop it in with zero balance and itll work if i were to ring it say?
thanks
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Android has a spam blocker for texts, has it possibky been caught in that? Just go to messages, your profile top right and then the settings should be in there
can you get them where you dont have to put any money on initially? so just get a card,
They all seem to want a tenner!! 🤣
I popped into Superdrug and picked one of their 3 ones up as I didn't want a hard-sell from a phone shop.
Every Kindle I've ever bought has had the offer to be pre-registered to the purchasing account.
Log in to her Amazon a/c on a web browser, disable requirements for secondary authentication, factory reset the Kindle, try again?
If it's a one-time passWORD rather than a one-time passCODE is it being sent to an email account rather than via SMS?
Tell them it's faulty and send it back for replacement?
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it wasnt brand new mate, it was given to her by a family member that doesnt use it.
Log in to her Amazon a/c on a web browser, disable requirements for secondary authentication, factory reset the Kindle, try again?
just logged in, gone to settings to disable, but it says its already off. how can that be as its asking for the OTP but the settings dont require it??
If it's a one-time passWORD rather than a one-time passCODE is it being sent to an email account rather than via SMS?
it says its being sent by text to the registered phone number. ive previously seen the option to send to email, but this isnt an option now.
thanks
OTP must be going to the original owner. Can you factory reset the device?
nope, no OTP to original owner. we may be getting somewhere tho......
somehow i managed to get to 'use an authenticator for OTP'. so we've now sorted that by using that app and getting a code to work and we're in the account. so now we want to 'add a device'. at first it said there were no devices linked to the account, but now ive found a page where it lists her current kindle. we'd like to link the new kindle to her account as well, but i cant see how to add another device.
of course, this may not work either, but at least its worth a go 😀
underneath is MY account (for ease of screenshot) as its the same format as my wifes. how would i add another kindle to my account should i wish to do so?
think ive done it 🙂
thank you all very much!
cheers
grrrrr its done it again and i didnt log how i sorted it last time. b*st*rd amazon. doing exactly the same as before, she can log in on phone but not laptop, and no matter what settings we change on phone we cant get it to work.
if i sort it out again, i must remember to record how i did on in this thread.....
It's not just Amazon that have this sort of issue. Apple have one that's gone unfixed for 2-3 years.