My wife is away on holiday and her Android mobile phone has been stolen. She has Google 2FA enabled on her google account, which had been setup to send a code to either her mobile or home landline number.
As her mobile was stolen the only option was to request google send text message to the home phone number which is on a BT landline.
These Google text messages are not being received, I can only assume they are being blocked by BT.
I also have the same landline number setup as a backup and they are not being recieved for me either. These were previously being received, as in order to add in the landline number as an option for receiving a Google 2FA code you need to complete the verification process (manually enter code received), which both my wife and I did.
Because of this terrible incident, I have no ability to lock or wipe my wifes phone, let alone try and track its location, I think she only pin protected it.
Can BT please resolve this ASAP, as I am currently having to wait 3-4 days for a BT mobile sim to be sent to me before I can gain access to her account to try a lock everything down.
Solved! Go to Solution.
Perhaps you have BT Call protect active, and the messages are going into your junk mail?
Is it not possible to login to her Gmail account via a web browser, and remove the phone from the device list?
If someone has accessed the account, then they could have disabled 2FA, and you should be able to login to webmail.
I can't login to anything google related without going through 2FA first, that's the whole point of it.
Unless the device I'm using is trusted by her google account or she is already logged into it, I have to go through 2FA.
What about a recovery e-mail address, did you set one up?
I also thought there was an alternative method if you did not receive the code.
Did you print out any backup codes?
If you haven't set up backup options, follow the Account recovery steps for help getting back in to your account.
Did you follow the account recovery steps on the last lin I posted?