2FA

[ej-81]

I have an elderly relative who has been pushed from BT which she had all her life to EE.  She is almost 90 years old and rarely uses a mobile phone.  She doesn't use text messages.

2FA has been enabled on her account and she is unable to log into her account.  Can this be turned off or can she return to BT?  Can I get this turned off for her or is there a way around this for her to easily see her bill?

Can her monthly bill be sent to her email address so she doesn't ahve to log in to view it?

Thanks.

[Chris_B]

@ej-81  2FA is for account security.  It’s for her best interest to have this.  I’m sure you’ll be complaining if there was an account issue because someone gain access to her account and started ordering phones.    

[Peter_W · Accepted solution]

Good morning @ej-81.

Once enabled it's not possible to disable two-factor authentication, as this is a security measure that we recommend all customers use.

All EE bills are exclusively available via app or online too, and we have never offered direct via email to any customer.

With 2FA, this should only be needed when logging in for a new device for the first time though, but if she's logging in infrequently this is likely why she is being prompted again.

We have more details on everything here:

EE Account Authentication and 2FA | Profile Help | EE

Peter

[XRaySpeX]

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@Peter_W wrote:

Once enabled it's not possible to disable two-factor authentication

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Yes, but who has enabled it if the user hasn't & why?

[Peter_W]

@XRaySpeX I believe account are prompted up to three times before it is enabled by default.

As mentioned, it's not an option that can be disabled, so the only way around it would be to contact our team and set up a new online account.

Peter

[ej-81]

With 2FA, this should only be needed when logging in for a new device for the first time though, but if she's logging in infrequently this is likely why she is being prompted again.

I was at her house last night and every time I logged in, it requested 2FA.  If I go back tomorrow or next week would 2FA step be omitted?

[Peter_W]

@ej-81 That's my understanding for devices that have logged in before. 

If it's been quite a while though, you may be asked again to complete this security step.

Peter

[XRaySpeX]

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@Peter_W wrote:

I believe account are prompted up to three times before it is enabled by default.

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@Peter_W : I was prompted a few times when it 1st came in some time ago & each time I refused it. Since then until recently I was never prompted for any OTPs. So 2FA was never enabled on any of my a/c's. Yet now I am blighted by them on all my a/c's on both PC occasionally & all the time on mobile. As are everyone here who are talking about them. We don't want them! So please get rid of them or provide us with an opt-out. They are certainly not appropriate for posting on a user discussion forum.

[XRaySpeX]

The shame of this is that it is not at all transparent how your a/c ever arrived at this insanitary state.

[XRaySpeX]

It seems to have gone away for me both on PC & mobile. Haven't had an OTP request for about a week. I never accepted to have 2FA on my a/c's.

Shame EE never informed its users that it was reversing this or correcting it despite the many complaints about it in the Community.