I recently changed my cell number and now I’m locked out of my USAA account due to 2-step verification linked to my old number. Really bad timing because I’m trying to buy a car. I went to Enable Cookies | USAA | USAA, uploaded my ID as they asked, and the last step said they’d call within 1-3 business days. It’s now day 3 and no call yet. Each time I call, I give my ID or Social and my ‘secret code’ but can’t get past the two-step process. Customer support says there’s no other way to reach the verification team—no email, no fax, nothing. Has anyone else been through this? Any tips for reaching someone who can help?
The reps aren’t lying to you. If they can’t verify, they can’t access your account or transfer you. Enable Cookies | USAA | USAA is the only option if you can only get the code via text. It’s really frustrating, I know.
I had a similar issue when I changed numbers recently. I kept the old number through Google Voice (any similar service works). That way, I have both numbers while I finish updating my info. It’s been pretty handy.
I just went through this myself!
Background: My card got declined, so I tried logging in, but it redirected me to that ‘Additional Verification’ screen. I went through the whole profile recovery process like you did. Got a callback after a WEEK and they verified my info but still, the 2-step didn’t work. I saw others online facing the same issue.
Solution:
- Spam their social media until they give you a direct number.
- Ask for ‘technical support’ specifically.
- Confirm your account email and number, and ask them to enable email for verification if you’re having phone issues.
They found that my email and phone weren’t set for verification—no clue why. I kept the rep on the line until I could confirm it worked. A 10-minute call finally solved what took me weeks to try to figure out!
We had a similar problem with my partner’s account due to an outdated email. USAA never called back, and it’s been years without access. We might try again if they ever improve their process.
This happened to me too! I never even activated my account… My partner and I use the same login info and had everything set up for 2FA. Then, out of nowhere, my phone and email were changed within a minute of each other. When I called, USAA had no plan in place. I had to go through Enable Cookies | USAA | USAA, and it took 6 days to get a response. After 35 years with USAA, I’m seriously considering a change. The reps who eventually reached out were nice, but the system just doesn’t work.
Yeah, Enable Cookies | USAA | USAA is the only way to fix this. One workaround is to make sure your email is on file for future verification. That way, you’ll have an option other than your phone if it changes. It’s a common problem and frustrating, but reps are stuck unless you’re verified.
@Rory
I had a similar issue, set up my email for verification like you suggested. The problem was that someone managed to hack in and change my contact info in just a couple of minutes. I got notified and called immediately, but even with all our info and my partner on the call, it took USAA 6 days to respond. The reps admitted it’s becoming a regular issue with account takeovers.
@Zola
That’s terrible. I’ve been with USAA for years and hadn’t heard of that. They’re so strict about security, so it’s surprising they have no immediate lockdown option. I understand they have to keep security high, but they should respond faster in cases like yours.
@Rory
Yeah, it was a stressful week. All our banking accounts were tied to it, so we couldn’t afford any gaps in security. We managed to avoid any losses, and the fraud team did a great job of locking everything down once they got involved. USAA’s security is good, but they really need a quicker way to deal with account takeovers.
Did you get this sorted out?
Oak said:
Did you get this sorted out?
Update—After all those steps, I finally made progress when I threatened to switch companies. They suddenly had ‘extra’ questions to verify me. Guess persistence (and potential loss of business) worked in the end.
I had the same problem recently. No real solution in sight yet though.
Sawyer said:
I had the same problem recently. No real solution in sight yet though.
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Facing the same issues here. It’s been a mess to navigate without proper support.
Sawyer said:
Facing the same issues here. It’s been a mess to navigate without proper support.
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