This topic

Two-Factor Authentication Settings keep disappearing

aislingeg — Tue, 23 Apr 2024 13:50:57 GMT

I'm trying to edit my 2FA settings. On multiple browsers, I've gone in to MyBT > Your Details > Profile and scrolled down to Two-step authentication. When I click to edit those settings, it seems to start loading a window that looks like it has a phone number etc in it, as I would expect, but about 1 second later it all disappears, and I'm left with a window that just says "Your passcode settings" - occasionally, but not always with an error message saying it failed to save my settings (I haven't changed any yet). Has anyone experienced this and also found a way to make it work? Currently this is the closest I've gotten on Edge, with it not loading any pages at all on Firefox.

Re: Two-Factor Authentication Settings keep disappearing

Rancid_Fishy — Tue, 30 Apr 2024 22:39:05 GMT

Same problem here on an HP Probook laptop. You might be able to reset your phone / e-mail details for passcodes by following:

MyBT > Your Details > Profile> Edit Contact Details

and then use the purple link 'Go to 2-step authentication'

This shows the phone number / e-mail address for 'Where should we send your passcodes' but it seems to relate to recovery messages, not 2FA, as per the headings, which is inconsistent with the wording of the link. Proceed at your own risk? I did not dare to try changing anything to avoid a lock-out but it looked to be active. The BT system even sent me a 4 digit PIN via a text message as I exited this page (Note: the 2FA code is normally 8 digits if I remember correctly, might be 6) but this did not reset the 2FA to make it work properly. Something is inconsistent / really fouled up.

I went looking for this because my 2-factor / 2-step authentication has failed on my BT log-in so my BT account and BT e-mail load straight from entering the password without a 2FA code which I consider to be a serious security vulnerability. Note: 2FA is still working on my other on-line accounts.

The BT system says the 2-step authentication is 'ON'. When I click on the link to get to the edit page the phone number and e-mail address are immediately covered up with a purple BT banner full of BT links and a red warning "Sorry, we couldn't save your changes. Please try again.' Surprise - the 'Try again' button does not work.

I have tried Edge and Chrome. I am not using a VPN on this machine. I used C-Cleaner and the Chrome's own functions to wipe cookies, shut everything else down, turned off a GDPR consent [NOT] auto-fill extension in Chrome, rebooted my PC, adjusted the screen zoom to make sure that it is not simply a screen zoom overlay error, etc. I also had the same access direct from password problem on another PC so it seems unlikely that it is my machine.

I tried the BT on-line chat / techs but they were unable to suggest anything other than adding BT mail as an option in Outlook. What? Whatever ... same result in Outlook and it did not cure the BT vulnerability.

I tried to raise a complaint because this looks like a systemic vulnerability (which might affect other people who might be blissfully unaware) but - surprise - "There seems to be a network issue" so I was unable to do so.

Only option for me seems to be to go through all of my on-line accounts / resources that are using my BT e-mail as a back-up, change to something else and abandon the BT e-mail before it gets hacked.

Re: Two-Factor Authentication Settings keep disappearing

DanielS — Wed, 01 May 2024 07:50:51 GMT

Good morning @aislingeg and @Rancid_Fishy,

Thanks for taking the time to highlight this to us.

This is something that we are aware of and we are actively working on it.

Thank you

DanielS

Re: Two-Factor Authentication Settings keep disappearing

5progface — Mon, 30 Sep 2024 18:58:48 GMT

Has this problem been resolved?

I tried to set this up earlier today, but gave up.

No passcode received on my mobile after three attempts.

Re: Two-Factor Authentication Settings keep disappearing

Leanne_T — Tue, 01 Oct 2024 14:46:05 GMT

Hi @5progface

Thanks for coming back to the community.

If you've been unable to get this set up, please get in touch and one of the team will get this looked into for you.

Leanne 🙂

Re: Two-Factor Authentication Settings keep disappearing

5progface — Tue, 01 Oct 2024 15:07:23 GMT

That link takes me to Contact BT.
Which section should I use?

Re: Two-Factor Authentication Settings keep disappearing

Leanne_T — Tue, 01 Oct 2024 15:08:38 GMT

Hi @5progface

Please select Technical support and then email - Fix email | BT Help

Thanks 🙂

Leanne.

Re: Two-Factor Authentication Settings keep disappearing

5progface — Tue, 01 Oct 2024 18:21:40 GMT

Tried it, they told me that my phone provider may have put a block on BT.

Re: Two-Factor Authentication Settings keep disappearing

Christopher_G — Wed, 02 Oct 2024 09:51:20 GMT

What options do you get when you hit 'change passcode destination', @5progface?

Chris

Re: Two-Factor Authentication Settings keep disappearing

5progface — Wed, 02 Oct 2024 10:05:38 GMT

Thanks Chris,

The destination for passcode is my mobile telephone number, and clicking on Edit, it comes back as "You have not changed destination"

On webchat yesterday the operative suggested that my phone provider may have put a Block on BT ???

Re: Two-Factor Authentication Settings keep disappearing

5progface — Thu, 03 Oct 2024 09:23:30 GMT

Hello again Chris,

update on 2FA

Passcodes from BT Not received on mobile.

Texts Are received from BT on mobile.

Destination for passcodes changed to email, Passcode received.

Email received from BT confirming the change.

Destination for passcodes changed to mobile number, Passcode not received.

I left the webpage open on “We have sent your passcode” for 15 minutes, hoping to receive a passcode. Nothing received.

The BT technical team on webchat advised me to contact my phone provider, which I did, and they maintain that there is no problem at their end.

Re: Two-Factor Authentication Settings keep disappearing

Christopher_G — Thu, 03 Oct 2024 12:52:12 GMT

OK, thanks for the update, @5progface.

Can I just confirm that you were able to receive the passcode by email and have access to your account?

Chris

Re: Two-Factor Authentication Settings keep disappearing

5progface — Thu, 03 Oct 2024 13:51:49 GMT

Affirmative

Re: Two-Factor Authentication Settings keep disappearing

Christopher_G — Thu, 03 Oct 2024 15:26:12 GMT

OK, thanks @5progface

I'm not sure what caused this issue with not being able to receive the passcode by message. We'll keep an eye out for other users reporting the same thing.

Chris

Re: Two-Factor Authentication Settings keep disappearing

5progface — Thu, 03 Oct 2024 15:38:52 GMT

There was a problem reported in May this year, to which DanielS Moderator replied.

Message number two in this Thread.

Passcodes are received from All other websites for which I have 2fa set up on. Only have this problem with BT.

Re: Two-Factor Authentication Settings keep disappearing

5progface — Thu, 03 Oct 2024 15:41:22 GMT

Hello again Chris

It seems strange that I can receive Texts from BT on my mobile, but cannot receive passcodes.

Re: Two-Factor Authentication Settings keep disappearing

Christopher_G — Thu, 03 Oct 2024 16:06:35 GMT

Yeah, I read that post, @5progface.

We'd need some more recent examples and information to be able to raise a ticket for this. If more users post on this thread, we can reach out and compare information to see if it's an issue with a specific provider.

It's good that you were able to change the destination of the passcode and get access to your account. If that wasn't the case, I'd have recommended speaking with our technical support team so they can raise it as an account issue and investigate it further.

Chris

Re: Two-Factor Authentication Settings keep disappearing

5progface — Thu, 03 Oct 2024 17:33:54 GMT

Thanks Chris,

I have never had a problem accessing my account.

Also as I have mentioned previously, I Have spoken to the Technical team, and they advised me to contact my mobile provider, I contacted my provider and they advised me that there were No problems at their end.

Re: Two-Factor Authentication Settings keep disappearing

5progface — Thu, 03 Oct 2024 18:25:28 GMT

Attempted to contact Technical support, wait time approx 20 minutes.

Waited 80 minutes then gave up.

My previous chat number with Techs on this subject is 2145425 if that's any help.

Re: Two-Factor Authentication Settings keep disappearing

5progface — Fri, 04 Oct 2024 09:33:14 GMT

Result of chat with Technical team this morning