Capital One verification code errors?
Apr 22, 2017, 5:28 pm
#1
Original Poster
Join Date: Jul 2010
Posts: 2,108
Capital One verification code errors?
I've been trying to do a balance transfer from both my account and my wife's account and I'm receiving the following message:
For your security, choose a way to receive a one-time code:
We need to make sure it's really you. For your protection, we’ll send you a 6-digit code to your chosen method. Once sent, the code will be valid for 60 minutes.
The problem is that whenever I enter one of our respective phone numbers, I get an error indicating that the mobile tel. number entered doesn't match and can't be verified.
Before anyone suggests the obvious, I've called Cap One and it proved to be entirely useless. I was basically told that they couldn't help and there's nothing that can be done.
It's not like we have multiple phone numbers; my wife has one mobile number and it hasn't changed in 8 years. I have one mobile number as well. Both are registered to our respective accts.
Can someone offer some insight into what the heck this is about and why this added "security measure" is even required when I'm already logged into the accts? This is obviously a recent and unnecessarily complicated website feature and I'd like to try and find a solution.
For your security, choose a way to receive a one-time code:
We need to make sure it's really you. For your protection, we’ll send you a 6-digit code to your chosen method. Once sent, the code will be valid for 60 minutes.
The problem is that whenever I enter one of our respective phone numbers, I get an error indicating that the mobile tel. number entered doesn't match and can't be verified.
Before anyone suggests the obvious, I've called Cap One and it proved to be entirely useless. I was basically told that they couldn't help and there's nothing that can be done.
It's not like we have multiple phone numbers; my wife has one mobile number and it hasn't changed in 8 years. I have one mobile number as well. Both are registered to our respective accts.
Can someone offer some insight into what the heck this is about and why this added "security measure" is even required when I'm already logged into the accts? This is obviously a recent and unnecessarily complicated website feature and I'd like to try and find a solution.
Apr 22, 2017, 6:16 pm
#2
Moderator: Budget Travel forum & Credit Card Programs, FlyerTalk Evangelist
Join Date: Aug 2002
Location: YYJ/YVR and back on Van Isle ....... for now
Programs: UA lifetime MM / *A Gold
Posts: 14,426
It may be different for Cap One, but I've never dealt with them.
Apr 22, 2017, 6:51 pm
#4
Original Poster
Join Date: Jul 2010
Posts: 2,108
Basically that their verification system (third party) can't confirm our mobile numbers. They told me they have no way to resolve this and wouldn't even inform me of the third-party that they're using so that I could try and pursue it on my own end.
Apr 22, 2017, 7:03 pm
#5
Original Poster
Join Date: Jul 2010
Posts: 2,108
I originally assumed it had something to do with the name registered to our AT&T account (I believe I'm on my wife's plan) but her number/acct is causing the same problems and there's nobody else on the acct, so I'm at a loss...
Apr 23, 2017, 8:45 am
#7
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
Do they offer methods other than SMS?
It's hardly surprising that customer service agents will not tell a voice on the phone how to work around a security protocol. This doesn't mean that there does not need to be an exception handling process, but it wouldn't be performed by front line customer service. I would contact them again, during normal business hours (on a day other than Monday), and be prepared to work your way up the levels to someone who can fix it. I wouldn't ask them to explain (they should not), stay focused on fixing.
It's hardly surprising that customer service agents will not tell a voice on the phone how to work around a security protocol. This doesn't mean that there does not need to be an exception handling process, but it wouldn't be performed by front line customer service. I would contact them again, during normal business hours (on a day other than Monday), and be prepared to work your way up the levels to someone who can fix it. I wouldn't ask them to explain (they should not), stay focused on fixing.
Apr 23, 2017, 12:42 pm
#8
Original Poster
Join Date: Jul 2010
Posts: 2,108
Do they offer methods other than SMS?
It's hardly surprising that customer service agents will not tell a voice on the phone how to work around a security protocol. This doesn't mean that there does not need to be an exception handling process, but it wouldn't be performed by front line customer service. I would contact them again, during normal business hours (on a day other than Monday), and be prepared to work your way up the levels to someone who can fix it. I wouldn't ask them to explain (they should not), stay focused on fixing.
It's hardly surprising that customer service agents will not tell a voice on the phone how to work around a security protocol. This doesn't mean that there does not need to be an exception handling process, but it wouldn't be performed by front line customer service. I would contact them again, during normal business hours (on a day other than Monday), and be prepared to work your way up the levels to someone who can fix it. I wouldn't ask them to explain (they should not), stay focused on fixing.
I suppose I'll call back next week. Just to clarify, I wanted to contact the unnamed third party to find out the source of the error since the customer service rep was unable to provide me with any alternatives to resolve it over the phone. I'll try again next week and report back.
Oct 24, 2018, 6:42 pm
#10
Join Date: Sep 2014
Posts: 777
Since thread was resurrected........
While not with Captial One, did have an issue with another bank and mobile telephone verification codes.
Spoke with CS and we quickly solved the issue; if mobile number in question is prepaid, pay as you go, or whatever else other than standard service, then yes, the codes often cannot and will not work. CS explained it has something to do with how the third party or whoever verifies mobile telephone numbers.
Have had the same "throw away" mobile number for years as part of a T-Mobile PAYG account that wanted for a "club" or "bar" phone. That is if lost or stolen wouldn't have my entire life.... It doesn't work with any request to have various codes (forgot password, complete transaction, etc...),so no longer bother.
Happily haven't had an instance where a transaction couldn't be completed.
While not with Captial One, did have an issue with another bank and mobile telephone verification codes.
Spoke with CS and we quickly solved the issue; if mobile number in question is prepaid, pay as you go, or whatever else other than standard service, then yes, the codes often cannot and will not work. CS explained it has something to do with how the third party or whoever verifies mobile telephone numbers.
Have had the same "throw away" mobile number for years as part of a T-Mobile PAYG account that wanted for a "club" or "bar" phone. That is if lost or stolen wouldn't have my entire life.... It doesn't work with any request to have various codes (forgot password, complete transaction, etc...),so no longer bother.
Happily haven't had an instance where a transaction couldn't be completed.
Aug 11, 2019, 1:03 pm
#11
Join Date: Aug 2019
Posts: 1
I've been trying to do a balance transfer from both my account and my wife's account and I'm receiving the following message:
For your security, choose a way to receive a one-time code:
We need to make sure it's really you. For your protection, we’ll send you a 6-digit code to your chosen method. Once sent, the code will be valid for 60 minutes.
The problem is that whenever I enter one of our respective phone numbers, I get an error indicating that the mobile tel. number entered doesn't match and can't be verified.
Before anyone suggests the obvious, I've called Cap One and it proved to be entirely useless. I was basically told that they couldn't help and there's nothing that can be done.
It's not like we have multiple phone numbers; my wife has one mobile number and it hasn't changed in 8 years. I have one mobile number as well. Both are registered to our respective accts.
Can someone offer some insight into what the heck this is about and why this added "security measure" is even required when I'm already logged into the accts? This is obviously a recent and unnecessarily complicated website feature and I'd like to try and find a solution.
For your security, choose a way to receive a one-time code:
We need to make sure it's really you. For your protection, we’ll send you a 6-digit code to your chosen method. Once sent, the code will be valid for 60 minutes.
The problem is that whenever I enter one of our respective phone numbers, I get an error indicating that the mobile tel. number entered doesn't match and can't be verified.
Before anyone suggests the obvious, I've called Cap One and it proved to be entirely useless. I was basically told that they couldn't help and there's nothing that can be done.
It's not like we have multiple phone numbers; my wife has one mobile number and it hasn't changed in 8 years. I have one mobile number as well. Both are registered to our respective accts.
Can someone offer some insight into what the heck this is about and why this added "security measure" is even required when I'm already logged into the accts? This is obviously a recent and unnecessarily complicated website feature and I'd like to try and find a solution.
Feb 3, 2021, 2:26 pm
#13
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
