2FA and stolen phone

[2BJJ]

My phone has been stolen.

When I try to log into the BT website I need a phone to get a passcode to access the website.

Without access I cannot change the access method.

Is there a work around?

Thanks.

Perhaps BT need two routes in?

[licquorice · Accepted solution]

Unfortunately you will need to call customer services 

0330 1234 150

[2BJJ]

Thank you.

[chrisjp]

I guess when you call customer service you'll need some way to convince them you're not a scammer trying to gain access to your BT account and emails.

Of course it's not just BT that now relies on sending messages or codes by text to mobile phones to allow you to login to your accounts.  Most banks, building societies and the like do so, so having a mobile phone stolen will now cause a massive headache proving to all these bodies that you are who you say you are, before they'll offer a workaround. 

[gg30340]

In your MyBT profile there is a section where requesting an alternative contact number/ email address different to your "normal" contact details that BT can use in the event of a problem.

If you have completed that section BT could use that to contact you.