Not receiving 2 Way Factor Authentication

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Topic summary

Issue: After changing their password and logging out, the poster is locked out because they are not receiving the Two-Factor Authentication (2FA) code via SMS on their registered mobile number.

Support interaction: Initial support responded quickly and said a specialist team would reach out to temporarily disable 2FA to restore access. However, two days have passed with no follow-up, and subsequent attempts to contact support have gotten no response.

Request for help: The poster asks if others have experienced the same problem, what specific steps resolved it, and which contact method (e.g., email, phone, escalation path) finally prompted support to act. They are seeking advice on escalating the case.

Status: Unresolved and ongoing. Key need is guidance on effective escalation and how to get 2FA temporarily disabled or another method to regain account access.

Summarized with AI on December 11. AI used: gpt-5.
1

I’ve been locked out of my account for several days now. The issue started after I changed my password and logged out. When I try to log back in, I am not receiving the Two-Factor Authentication (2FA) code on my registered mobile number.

I initially reached out to support and received a quick response promising that a specialist team would contact me shortly to disable the 2FA temporarily, allowing me to regain access.

Unfortunately, two days have passed since that promise, and I haven’t received any follow-up email or resolution. My subsequent attempts to follow up have been met with total unresponsiveness.

Has anyone else experienced this exact issue? If so, what steps did you take, or which contact method finally got the support team to resolve the problem? Any advice on how to escalate this is greatly appreciated!