I’ve seen posts here from a few years back about people getting locked out of their accounts. Has anyone found any other ways to solve this? I’ve already tried the following:
Submitted my driver’s license twice to Enable Cookies | USAA | USAA. Each time, I got an email saying my verification was done. Customer service told me to expect a call, but I never got one. I submitted on Oct. 19 and Oct. 26.
Tried logging in via the app and website. My username and password are accepted, but then it asks for a six-digit code from the app, which I can’t access because I’m locked out. When I request a code via text (tried this 20-30 times), nothing comes through. The phone number on file is correct, and I’ve checked my texts to make sure I didn’t block or unsubscribe from USAA messages.
Called multiple times. But every time, I’m stuck because I don’t have the six-digit code.
Tried calling 877-632-3002, but they also ask for the six-digit code.
I’ve asked support if they have any way to help someone locked out without access to the phone number on file, but they haven’t had answers for me.
Is there anything left to try, or am I just stuck here?
Are you clicking on the join USAA link by accident? That can lock your account fast if you’re already a member. If you just need to verify, they should just email you saying you’re good, and then your account should unlock.
Once you get the email saying you’re all set, give USAA a call, and any rep should be able to help you reset your password and PIN.
You might not be getting the codes because your phone number needs to be verified by an agent when you call in. If you haven’t yet, try texting START to 878622 to double-check. If that’s done, here’s the process:
When you call in, an agent can provide you with a one-time token code on their computer for your security page. Once you’re back in, turn off the cyber token and switch to one-time codes. (The cyber token might be why you aren’t getting in.)
I just dealt with a similar issue where my whole team didn’t have the right access to give out one-time tokens. So, if this doesn’t work, let me know. This should get you back in!
@Vey
Thanks – still haven’t had luck, but the phone number from u/Aviator2025 helped me get in touch with someone. She couldn’t see my previous ID info, but I resubmitted it while we were on the call, and this time she could see it. (I’d used my SSN before, but this time I used my member ID, and maybe that’s what did it.)
@Fin
Hope you get in soon! This whole thing is a mess, and I’m sorry you’ve been dealing with it. I didn’t even know about that recovery number someone shared, so if that doesn’t work, let me know. I’ll do what I can to help.
@Vey
Thank you! My husband used to work for a contractor with USAA and is a huge fan of their service, so we went through my family to get a membership. We’re really looking forward to actually being able to use it!
@Vey
Good news! I got a call from the profile recovery team, but I was out and couldn’t answer. I’ll have to call back.
In the last two weeks, I’ve called USAA about 7-8 times, and no one I spoke to knew about the 210 number. They all pointed me to Enable Cookies | USAA | USAA. When I finally got through to the profile recovery team last night, they told me they couldn’t see my previous requests. I’d been using my SSN because it’s memorized, but this time I verified with my USAA number, and that seemed to work – the rep told me right away she could see it.
@Fin
Yep! Only after they call you back can they transfer you to the authentication team. The main 800 number should have an authentication consult button to connect you to the right person once they’ve called back. Almost there!
Vance said:
Try reaching out to the USAA Profile Recovery Team at (210) 390-2417. I went through a similar issue a few months back, and they helped me out.
Thanks! That number actually helped me make some progress. (Check my reply to u/Simply_Hem for details.)
I had the same issue with my account being locked. I sent a color photocopy of my driver’s license (both sides) along with my account info. They unlocked it a few days after they received it. It was a huge hassle, honestly, but at least it worked.
