topic Re: Cannot get verification code because the phone number has been changed in Troubleshooting

Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Fri, 28 Feb 2025 19:33:18 GMT

After entering password, I've only the option to receive verification code via phone number. I tried "in a different" and then answer some questions. But I prompts "something in our end, we're on it". I tried a few weeks and the problem persists.

Re: Cannot get verification code because the phone number has been changed

TurboTax_Susan — Fri, 28 Feb 2025 20:20:09 GMT

Please try using this link to recover your account and change the phone number: Recover my account

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Mon, 10 Mar 2025 21:42:08 GMT

I’ve submitted the request via the provided link to update my new phone number more than a week. However, I still see the old number. How long does it normally take? Thanks!

Re: Cannot get verification code because the phone number has been changed

TurboTaxAniqua — Wed, 12 Mar 2025 16:28:07 GMT

@henry-lee-cheuk Please make sure that you have submitted the correct form with correct information. It usually takes 48 hours.

Recover your Intuit Account if you can't sign in

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Wed, 12 Mar 2025 18:01:39 GMT

Yes, I’ve submitted the correct form with correct information. And it is way over 48 hours. How can I get help? Thanks!

Re: Cannot get verification code because the phone number has been changed

TurboTaxAniqua — Fri, 14 Mar 2025 15:44:02 GMT

Upon checking, I see a log in attempt 2 days ago. Were you able to log in? If not please wait till Monday if you do not get any email. Please reach out so we can check with the assigned department.

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Fri, 14 Mar 2025 20:08:11 GMT

No, I am still not able to log in my original account (ID: henryleech).

I have to create a new account in order to post a question here.

Re: Cannot get verification code because the phone number has been changed

TurboTaxAniqua — Sat, 15 Mar 2025 19:45:00 GMT

I have checked with the assigned department and the Account Recovery request takes at least 2 weeks.

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Sat, 15 Mar 2025 20:10:42 GMT

Thank you for the update.

It takes at least 2 weeks. But how long does it take at most? Since the tax filing deadline will come 6 weeks later, I need to know whether I should still use TurboTax to do the filing. Thanks!

Re: Cannot get verification code because the phone number has been changed

TurboTaxAniqua — Sun, 16 Mar 2025 17:57:43 GMT

It depends on the volume of requests we have. Tax filing deadline is April 30th, 2025. I am sure it will be sorted out before that.

Other option is to create a new account with new information but you won't be able to import information from previous year.

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Mon, 07 Apr 2025 21:12:26 GMT

By now, my submission has been done more than 4 weeks ago. However, the phone for the account (henryleech) has not been updated yet.

Is it possible to check whether my request is really in the queue or it is missing somehow? It just stated the submission was successful but no reference number on the page. It is very frustrated where the tax filing deadline is only about 3 weeks.

Re: Cannot get verification code because the phone number has been changed

TurboTaxAniqua — Wed, 09 Apr 2025 13:33:36 GMT

Have you checked your Junk/Spam folder? We also suggest trying to log in via this link, TY2023.

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Wed, 09 Apr 2025 18:30:45 GMT

Yes, I’ve checked the junk/spam folder but nothing there from TurboTax. I also just try your suggested link but the result is the same. It prompted me to receive SMS from my old phone number.

Is there anyway to log a ticket to the corresponding team for help? I believe something goes wrong on my account. Someone needs to check my account to address the issue. Thanks!

Re: Cannot get verification code because the phone number has been changed

Anonymous — Fri, 11 Apr 2025 20:01:42 GMT

@henry-lee-cheuk The only way for you to recover your Intuit account is to fill out the Account recovery form that was provided previously.

When you click on this link, you have to select Phone number in the dropdown menu, then enter the information about your user ID, email and your new phone number.

Then, you will have an option to scan a QR code with your phone, and it will give you access to a link to proceed with next steps from the phone you are using.

Thank you for choosing TurboTax.

Re: Cannot get verification code because the phone number has been changed

henry-lee-cheuk — Fri, 11 Apr 2025 21:31:18 GMT

Thanks for the reply. But if you really look at the conversion history carefully, you should know I’ve done your mentioned way almost 5 weeks ago and received no update.

It is very disappointing for the TurboTax service.

Re: Cannot get verification code because the phone number has been changed

Anonymous — Mon, 14 Apr 2025 18:12:36 GMT

@henry-lee-cheuk When you are filling in the account recovery form, you will be issued a case number. With this case number, we can have a look in the system and do a follow up with you.

Normally, 24-48 hours after you filled out your request, the Account recovery team will send you an email. I understand you did not receive any email. But if you provided us with this case number, we would have a look in the system.

Thank you,