Cannot access Convert Miles due to mobile network two-factor authentication failure.
Oct 29, 2023, 2:33 pm
#1
Original Poster
Join Date: Feb 2008
Location: SFO
Programs: VS Gold
Posts: 1,178
Cannot access Convert Miles due to mobile network two-factor authentication failure.
Hello,
Has anyone else had this issue and found a workaround?
This is different from the other thread about delays trasnferring miles.
I cannot even use that part of the site because it's requiring to text me a code, but no matter which number I use it says something like "we are unable to use this number, try a different number".
Nothing works. Two weeks ago, I called them. After explaining to a few people I was passed around to, they admitted it's a bug since they started requiring MFA in mid October and they are working on the fix.
It is still broken.
I missed my window to book an award.
Thanks, all
Has anyone else had this issue and found a workaround?
This is different from the other thread about delays trasnferring miles.
I cannot even use that part of the site because it's requiring to text me a code, but no matter which number I use it says something like "we are unable to use this number, try a different number".
Nothing works. Two weeks ago, I called them. After explaining to a few people I was passed around to, they admitted it's a bug since they started requiring MFA in mid October and they are working on the fix.
It is still broken.
I missed my window to book an award.
Thanks, all
Oct 29, 2023, 5:18 pm
#4
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
No, but it sounds similar to some aspects of this which also relies on SMS: Capital One "security" changes makes international account access difficult
Oct 29, 2023, 6:17 pm
#5
Original Poster
Join Date: Feb 2008
Location: SFO
Programs: VS Gold
Posts: 1,178
No, but it sounds similar to some aspects of this which also relies on SMS: Capital One "security" changes makes international account access difficult
That's one of the confounding things about my issue. They don't want me to use MFA to access my credit card or bank accounts. Or to book travel. It's ONLY the section where I want to convert miles to an airline. Perhaps if I set up MFA for my main credit card and banking access, it will somehow open up the mileage conversion buttion without then requiring MFA?
(Update: I tried to do that but there is no option for MFA on the website login!)
Oct 29, 2023, 6:46 pm
#6
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
Understood, but the underlying problem may be the same. Capital One wants to use your cellular account information to verify your identity. If your phone account is prepaid or through a reseller, T-Mobile may not be able to provide the service. I think you will need to contact Capital One again, on a weekday during normal business hours, get past the front line staff, until you can speak with someone who knows exactly how the system works.
Oct 29, 2023, 9:11 pm
#7
Original Poster
Join Date: Feb 2008
Location: SFO
Programs: VS Gold
Posts: 1,178
OK thanks for that but I respectfully question that's the reason. It's my t-mobile account, I've had it for years. Also the error comes back instantly: not enough time for them to even initiate a communication to t-mobile.
You know, I'm not going to waste any more time on the phone re-explaining it to a loop of ultimately un-empowered or uninformed people! Talk about a wild goose chase.
I'll try again in a month to see if it's working. Luckily I can transfer from Amex or Chase too.
You know, I'm not going to waste any more time on the phone re-explaining it to a loop of ultimately un-empowered or uninformed people! Talk about a wild goose chase.
I'll try again in a month to see if it's working. Luckily I can transfer from Amex or Chase too.
Oct 30, 2023, 7:26 pm
#8
Join Date: Oct 2023
Posts: 2
Same issue
I have the same issue. I use T-mobile in US. Has this numbers for years. Other authentication on Capital One with my phone number seem to work fine except transfer miles.
may be this is a tactic to prevent user to transfer mile?? I'm new to VentureX. Amex never has issue. Has anyone successful transfer mile with Capital One?
may be this is a tactic to prevent user to transfer mile?? I'm new to VentureX. Amex never has issue. Has anyone successful transfer mile with Capital One?
Oct 31, 2023, 3:00 am
#9
Join Date: Oct 2008
Location: New York, NY
Programs: Hilton, Hyatt, Marriott
Posts: 241
I have the same issue. I use T-mobile in US. Has this numbers for years. Other authentication on Capital One with my phone number seem to work fine except transfer miles.
may be this is a tactic to prevent user to transfer mile?? I'm new to VentureX. Amex never has issue. Has anyone successful transfer mile with Capital One?
may be this is a tactic to prevent user to transfer mile?? I'm new to VentureX. Amex never has issue. Has anyone successful transfer mile with Capital One?
I have T-Mobile and haven't had any issues getting past the SMS MFA for Miles Transfer, so it must be something more than just all T-Mobile US.
Last edited by islandguy84; Oct 31, 2023 at 3:06 am
Oct 31, 2023, 12:32 pm
#10
Join Date: Oct 2023
Posts: 2
Was the number being used previously acquired/transferred from a service like Google Voice or other VOIP-like provider? Many SMS MFA services don't like VOIP like numbers, it's possible that even though it's no longer VOIP (assuming you actually ported it to T-Mobile and are not attempting a forwarding solution) then whatever systems/databases they use to prevent these numbers might be out of date.
I have T-Mobile and haven't had any issues getting past the SMS MFA for Miles Transfer, so it must be something more than just all T-Mobile US.
I have T-Mobile and haven't had any issues getting past the SMS MFA for Miles Transfer, so it must be something more than just all T-Mobile US.
Nov 2, 2023, 5:46 pm
#11
Original Poster
Join Date: Feb 2008
Location: SFO
Programs: VS Gold
Posts: 1,178
Understood, but the underlying problem may be the same. Capital One wants to use your cellular account information to verify your identity. If your phone account is prepaid or through a reseller, T-Mobile may not be able to provide the service. I think you will need to contact Capital One again, on a weekday during normal business hours, get past the front line staff, until you can speak with someone who knows exactly how the system works.
CapitalOne "Digital" department say they are still working on the bug with no ETA.
Nov 3, 2023, 7:35 am
#12
Join Date: Apr 2022
Posts: 2
I am also unable to transfer to Capital One for the same reason. Capital One says its a bug with no timeline for fix.
Nov 3, 2023, 9:18 am
#14
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
Capital One outsources the Transfer function. I suppose the software fault may be in the administrator's system, rather than in the system that Capital One uses for other purposes. This would explain why customer service has even less information than typical.