Website MFA setup not working

[davgp]

The last couple of times I've tried to login to the EE website, it tells me I need to setup MFA but each time I've tried its failed with errors and I need to skip it.

First when it asks for a phone number it won't let me type my whole number before it says "sending an SMS to this number" and gives a partial number, so I need to edit that. It's like it automatically takes the first few digits of the number before I've finished typing. 

Then when it's sent the SMS it's the same when I try to type the number it's sent me - I can only type in about 3 or 4 or the 6 digits before it suddenly flashes up an error and says try later. 

Fortunately for now I can skip MFA setup but I'm down to one last attempt before I'm locked out (presumably). This happens on every browser I've tried. Any suggestions?

[Alex_H]

Hi @davgp,

Welcome to the EE Community

If I have understood correctly, the first time you enter your number it is saying it has sent the PIN to an invalid number that would be a few digits short, but the second time it does allow you to enter the full number and the PIN is sent and received? 

But then trying to enter the PIN encounters the same issue with going after the first few digits rather than allowing the full 6 digits, but this time not allowing you to try re-entering? 

If you login to the app and select profile in the top right> Login information, do you have the option to setup Two-factor authentication from there? 

Alex

[davgp]

Hi Alex,

Yes basically it seems like the UI for the website has some kind of fault where it automatically tries to process what you've typed in before you've finished typing it in - for the original phone number and then for the PIN confirmation. I tried it on 2 different browsers (Chrome and Edge) and also on my Mac and my Windows PC. All had the same problem.

In the end I got around it by registering for MFS on the phone app instead, so that's something.

Thanks

David

[Alex_H]

@davgp Thanks for coming back and providing an update. I am glad to hear you were able to get it setup via the app options. I am going to send you a quick PM if that is ok to get some more information on the issue you had.

Alex