Verification SMS code going to an old mobile number

[nicaoz]

Hi there,

My parents received an email to update their payment details for billing but when we tried logging into their account, the SMS verification code was going to my dad's old mobile number.

We obviously now can't get in to update that let alone their billing details.

[kate_]

Hey @nicaoz, we're keen to help get your parents' contact details updated so they can login to their account.

If the account holder heads to the link below and completes our Confirm Identity form, our Privacy Team will reach out within 2 business days to get things sorted. When you fill out the form, make sure you enter in a number that can receive texts, as a verification link will be sent via SMS.

TPG | Confirm Identity

[mirefi9859]

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@nicaoz wrote:

Hi there,

My parents received an email to update their payment details for billing but when we tried logging into their account, the SMS verification code was going to my dad's old mobile number.

We obviously now can't get in to update that let alone their billing details.

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Hello @nicaoz,

We tried logging into my parents' account to update their payment details, but the SMS verification code is being sent to my dad's old mobile number. We can't access the account or update the billing details. Can you help us resolve this issue? 

Thank you!