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LMurphy15
Contributor ⭐
September 3, 2022

AARP website: unable to update my phone number or password

  • September 3, 2022
  • 11 replies
  • 7637 views

I am having problems with AARP's web site.

 

I got a new phone number recently. I am unable to change the old phone number to the new one on my AARP account. I've called customer service twice now, and they can't change my phone number either.

 

Because I can't change my phone number, also I can't change my password, because I can't receive the SMS confirmation code. It won't even send me an email with a code, to allow me to authenticate myself and change my password via that route. There needs to be more than one pathway for a person to authenticate or they get locked out.

 

This is actually making my account LESS secure! Good security practices recommend changing passwords on a regular basis. The AARP web site has disabled my ability to do so.

 

Has anyone else had this issue? There are reasonable ways to improve this process.

 

 

    11 replies

    AARPJanelleM
    AARPJanelleM
    Community Champion ⭐
    September 8, 2022

    @LMurphy15 Let's get this fixed! Please follow the steps below:

    1. Log in to AARP.org 
    2. After logging in, go to My Account
    3. Click on the Communications Preferences tab 
    4. Look for an EDIT button next to the Your Verified Phone Number field

    If you have the EDIT button, please update your phone # here. If you do not have the EDIT button, please send me a private message here on the Community site so I can get additional information to have this escalated for you. Learn more about sending a private message here: How to Send a Private Message

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    LMurphy15Author
    Contributor ⭐
    September 10, 2022

    I have only ever gotten a VIEW button next to my phone # - If there were an EDIT button, I would have used it.

     

    Customer service eventually got my phone number changed for me. I should be able to use the new number now.

     

    I would definitely prefer having the capacity to change my own phone number, because I may need to do so again in the future.

     

    Also, suggested update website: add an option to confirm identity using email address.

     

    Thanks!

      A
      aw2518
      Contributor ⭐
      January 8, 2023

      I am having the same problem. My wife and I moved to another state and have a new phone number. This old number was disconnected. When I enter my new phone number with the Edit button it does not recognize our new phone number and tells me an error has occurred. btw: we are using an old-fashioned landline connection. Oddly, you have our new address but not our new phone number. How can I verify my membership?

      AARPJanelleM
      AARPJanelleM
      Community Champion ⭐
      January 10, 2023

      @aw2518 Let me help. Please send me a private message here on the Community site so I can get additional information to have this escalated for you. Check out how to send a private message here: How to Send a Private Message

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      KellyG822206
      Contributor ⭐
      April 16, 2024

      I had to call them three times last time i needed to update a phone number.  It must not get put in the system right away.

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      AARPConsumerCare
      Community Champion ⭐
      April 16, 2024

      Hi Kelly! Normally when our members call, we do update all the information while you are on the phone. I'm sorry there was an issue when you were changing your phone number. We are always happy to assist our members, and hope for a resolution the first time. Be sure you are maximizing the rewards that come with your membership at http://AARP.org?cmp=SNO-LITHIUM---&socialid=13188685207. My favorites are the Local Events and Virtual Community. -Sue J

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      DewayneW251733
      Contributor ⭐
      September 15, 2024

      Yes I have!! I tried four times to get my phone number changed. They act like they are a bank! Ive had less problems with my bank! It has made my account less secure and I’ve canceled subscription and will be deleting my account on Monday. They are not worth the hassle! We only want our correct information to be accurate. 

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        AARPConsumerCare
        Community Champion ⭐
        September 16, 2024

        I'm sorry to hear you decided to cancel your account, DewayneW251733. We're always looking for ways to improve your online security. I would be happy to take a look into this for you and help you to update the verified phone number for your AARP online account. Please send me a private message with your name and email address. Thank you. - Diana G.

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        b990947v
        Contributor ⭐
        February 6, 2026

          Did they fix your issue 

        @AARPConsumerCare wrote:

        I'm sorry to hear you decided to cancel your account, DewayneW251733. We're always looking for ways to improve your online security. I would be happy to take a look into this for you and help you to update the verified phone number for your AARP online account. Please send me a private message with your name and email address. Thank you. - Diana G.

        Dewayne?

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        b990947v
        Contributor ⭐
        February 6, 2026

             I have asked to change my number as well. They have not acknowledge my request. 

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