Contributor ⭐

Problem adding verified phone number

Forum|Forum|2 years ago
July 28, 2024
21 replies
6808 views

When logging into my AARP account, I'm asked to add a phone number to verify identity. But when I enter it, an error appears "Phone number not eligible." This is a Reno, NV number that I've had for many years.

There is also an option in Account Details to add a number. Options are "Send me the code by SMS text alert" and "Call me and tell me the code". Guessing that there may be a problem sending an SMS, I try to select the latter, but the web page ignores the click. I tried with both Chrome and Firefox. But upon clicking Next, an error message appears, cleverly designed to have no useful information "Mmmmm... Something wasn't right. Please re-enter your phone number." But there is no field where the number can be entered, and upon clicking Next, the same error reappears.

However, I am certain that AARP can send SMS to this number, because I signed up with the same number for text alerts; today at 10:15 PDT I received an SMS from 692277 stating "Your AARP verification code is: xxxxxx. Don't share this code with anyone; our employees will never ask for the code."

Please fix this, or tell me how to work around this problem.

Thanks,

Stewart

S

SamF132135

Contributor ⭐

I’ve hit this with a couple sites when I tried using my Google Voice number for 2FA. Texts would sometimes come through, but the “verify this number” step would still fail or the “call me” option would bug out like you’re seeing. What fixed it for me was using a true mobile number (SIM-based) or a landline, even temporarily. Some carriers also show up as VOIP on the backend, so it’s worth trying a spouse/friend number just to get past setup, then see if you can switch methods later.

If you’re stuck with only that number, your best bet is honestly calling support and having them push it through manually, because the web flow rarely gets fixed quickly.

SereneSeagull

Community Champion ⭐⭐⭐

Since this thread was from 2 years ago, I don’t even know if this is still being done, @SamF132135

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AARPConsumerCare

Community Champion ⭐

@StewartN586581 Hi Stewart, let me help! The error message, "Phone number not eligible," will populate during the AARP verification process when the phone number entered is a Voice Over IP (VOIP) number, which is not supported. It's uncommon, but some cell phone carriers operate over VOIP. If possible, please enter a different phone number. If you don't have another phone number available, please send us a private message to have this escalated. You can also give us a call at 1-866-839-0463 - Janelle M.

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jongeli

Contributor ⭐

Same problem here. I use a Google Voice number, so it's VOIP. That's it. I don't have any other phone. Instead of using an old technology like sending codes through phone lines, the AARP should use more modern ways of verifying our identity, like a code generated by an Authenticator app, for example, or a passkey.

Anyway, I don't understand why the AARP site should be protected like a bank. If someone were to login using my credentials, what's the worst that could happen?

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AARPConsumerCare

Community Champion ⭐

@jongeli I totally understand it can be frustrating, however, we're always looking for ways to improve your online security. During the http://AARP.org?cmp=SNO-LITHIUM---&socialid=14269290184 verification process when the phone number entered is a Voice Over IP (VOIP) number, an error message appear since it's not supported. If possible, enter a different phone number. If you don't have another phone number available, please call 1-866-839-0463 Monday through Friday, 8 a.m. - 8 p.m. ET, for assistance, or reach out in a private message. Thanks for being a valued AARP Rewards user! Jodee R.

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