topic Re: Problem adding verified phone number in General Help

Problem adding verified phone number

StewartN586581 — Sun, 28 Jul 2024 01:06:09 GMT

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

Re: Problem adding verified phone number

AARPConsumerCare — Tue, 30 Jul 2024 15:45:53 GMT

@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.

Re: Problem adding verified phone number

jongeli — Thu, 01 Aug 2024 09:25:46 GMT

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?

Re: Problem adding verified phone number

AARPConsumerCare — Thu, 01 Aug 2024 18:34:37 GMT

@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.

Re: Problem adding verified phone number

KevinL987348 — Thu, 03 Oct 2024 18:12:37 GMT

I have the same issue and have called the 866 number twice. Both times I was told without a non-VOIP telephone number there was nothing that could be done to complete the verification

Re: Problem adding verified phone number

AARPConsumerCare — Fri, 04 Oct 2024 17:03:08 GMT

Hi @KevinL987348, if you have a VOIP number, it won't work for the verification process. If you don't have another phone number to use, please send me a private message. Thank you! - Diana G.

Re: Problem adding verified phone number

KevinL987348 — Fri, 04 Oct 2024 19:56:44 GMT

A VOIP number is the only one I have. I do not know how to send a private message to you.

Re: Problem adding verified phone number

AARPConsumerCare — Fri, 04 Oct 2024 20:07:00 GMT

No worries, @KevinL987348, first, check if you have enabled the private messages on the community. Here are the steps: https://aarp.info/47hWcl7

Then, click the message envelope icon located under the red banner, this will take you to your Private Messages Inbox. Click "Compose New Message", on the "Send to" field type our username: @AARPConsumerCare and compose your message. - Diana G.

Re: Problem adding verified phone number

KevinL987348 — Fri, 04 Oct 2024 20:24:28 GMT

I tried to follow the instructions in the link you mentioned, however, I do not have a private messenger tab between privacy and kudos.

Re: Problem adding verified phone number

AARPConsumerCare — Fri, 04 Oct 2024 20:39:53 GMT

@KevinL987348, that is strange, I'll report that missing options. Please try this link, it should take you directly to your private message settings: https://community.aarp.org/t5/user/myprofilepage/tab/user-preferences%3Aprivate-messenger?redirectreason=notregistered&cmp=SNO-LITHIUM---&socialid=14867289541 - Diana G.

Re: Problem adding verified phone number

KevinL987348 — Fri, 04 Oct 2024 21:05:05 GMT

Thank you for the link, but it only took me to the preferences tab. Still no private messaging.

Re: Problem adding verified phone number

AARPConsumerCare — Fri, 04 Oct 2024 21:18:16 GMT

Thank you for the clarification and the screenshot, @KevinL987348. Would you please clear your cookies and cache? Here are the steps if needed: https://aarp.info/2I3wo4C If you still don't see the PM settings, please try a different browser. - Diana G.

Re: Problem adding verified phone number

KevinL987348 — Sat, 05 Oct 2024 07:32:04 GMT

Thank you for the suggestions. Unfortunately, neither worked. I cleared my cookies and cache and still no private message tab. Same thing on the other browsers I tried. I tried another browser on my tablet, and tried two different laptops with no luck.

Re: Problem adding verified phone number

jongeli — Sat, 05 Oct 2024 08:11:02 GMT

Just to let you know that I have the exact same experience you do. There is no such thing as a Private Messaging tab. You're not alone.

Re: Problem adding verified phone number

KevinL987348 — Sat, 05 Oct 2024 11:38:00 GMT

Were you ever able to verify? Seems crazy that my bank gives me the option to send a message to my phone or send an email to verify but AARP can only verify by phone. And all they will do is send a code. The first time i called they asked if I could have the message sent to someone else who doesn't use a VOIP phone. So it’s okay to send to the code to someone who isn’t me but not okay to send to my email they already have on file?

Re: Problem adding verified phone number

AARPConsumerCare — Mon, 07 Oct 2024 18:16:09 GMT

We appreciate you for providing this information, @KevinL987348. Please know I have reported the issue with the missing private message feature and our team is looking for a solution. In the meantime, please chat with us to assist you with your online verification: https://aarp.info/2ThqJxO - Diana G.

Re: Problem adding verified phone number

MarkJ244119 — Sat, 01 Nov 2025 21:32:01 GMT

Please consider a system that allows VOIP numbers. I live overseas, so the only way I can get a US number is via a VOIP service. Since the site will only allow US numbers I'm stuck. My bank, all my investments, my health insurance web site, and more all take VOIP. The only site that won't is AARP.

Re: Problem adding verified phone number

jongeli — Sun, 02 Nov 2025 20:34:42 GMT

I have had the same issue with some banks, and also with the Social Security Administration. Fortunately, more and more institutions now adopt more modern ways and use either authenticators or passkeys. Maybe in a few decades the AARP will follow suit. /s

Re: Problem adding verified phone number

MarkJ244119 — Sun, 02 Nov 2025 22:22:15 GMT

It just occurred to me that two-factor authentication over e-mail would work as well, and bypasses the VOIP issue. A few of my online accounts offer that choice, phone or e-mail.

Re: Problem adding verified phone number

AARPConsumerCare — Mon, 03 Nov 2025 17:59:22 GMT

We don't currently support VOIP phone numbers, @MarkJ244119. If you don't have another phone number to enter visit https://aarp.info/3epCObA to contact us by chat, text, or phone, and we can help you with submitting an exception request. - Brandon C.