The code keeps going to your old number because changing the phone on your account has to be confirmed with the number already on file first, and that check is stricter when two-step verification is tied to it. If you still have the old number, you can finish the change in a couple of minutes; if you don't, you'll use Intuit's account recovery with a photo ID to prove it's you, which is the path that doesn't rely on the old code. Here's each case.If you still have access to your old numberSign in at accounts.intuit.com.Select Sign in and security.In the Phone section, select Change.Verify with the code sent to your current number, then enter your new number and your password.Select Save.Note: updating your phone number automatically turns off two-step verification. You can turn it back on with your new number under Sign in and security.If you no longer have access to your old numberYou can't finish the change with the old-number code, so use account recovery instead:Go to the Intuit sign-in page and select "I forgot my user ID or Password."Enter your user ID, email, or phone number, then select Continue.If you can receive a code by email, choose email, enter the code, then continue and update your phone number under Sign in and security.If you can't receive a code by phone or email, choose to verify your identity another way and submit a photo of a valid ID, such as your driver's license, state ID, or passport.Intuit reviews it, usually within one business day, and emails you the next steps.Two quick tips: make sure your phone isn't blocking the numbers 88811 or 97962, and if a code isn't arriving, only the most recent one you requested will work.Good to knowFor your security, only you can change your account details, so support can't switch the number for you. Please don't post your phone number here in the community, since anyone can see it.If this is about a QuickBooks Checking transferIf the code is going to an old or landline number during a bank transfer, that money-movement verification can use a different number than your Intuit sign-in. If updating your Intuit Account number doesn't fix it, contact support so they can check the number on the Checking side.Official sources drawn from:Recover your Intuit Account if you can't sign inUpdate or change your Intuit Account sign-in informationSecure your Intuit Account and prevent lockout with extra verification methods

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How do I change my phone number in QuickBooks when the verification code keeps going to my old number?

Forum|Forum|2 years ago
September 22, 2023
21 replies
686 views

No text available

QuickBooks Online

Best answer by sofiamdc-2341

The code keeps going to your old number because changing the phone on your account has to be confirmed with the number already on file first, and that check is stricter when two-step verification is tied to it. If you still have the old number, you can finish the change in a couple of minutes; if you don't, you'll use Intuit's account recovery with a photo ID to prove it's you, which is the path that doesn't rely on the old code. Here's each case.

If you still have access to your old number

Sign in at accounts.intuit.com.
Select Sign in and security.
In the Phone section, select Change.
Verify with the code sent to your current number, then enter your new number and your password.
Select Save.

Note: updating your phone number automatically turns off two-step verification. You can turn it back on with your new number under Sign in and security.

If you no longer have access to your old number

You can't finish the change with the old-number code, so use account recovery instead:

Go to the Intuit sign-in page and select "I forgot my user ID or Password."
Enter your user ID, email, or phone number, then select Continue.
If you can receive a code by email, choose email, enter the code, then continue and update your phone number under Sign in and security.
If you can't receive a code by phone or email, choose to verify your identity another way and submit a photo of a valid ID, such as your driver's license, state ID, or passport.
Intuit reviews it, usually within one business day, and emails you the next steps.

Two quick tips: make sure your phone isn't blocking the numbers 88811 or 97962, and if a code isn't arriving, only the most recent one you requested will work.

Good to know

For your security, only you can change your account details, so support can't switch the number for you. Please don't post your phone number here in the community, since anyone can see it.

If this is about a QuickBooks Checking transfer

If the code is going to an old or landline number during a bank transfer, that money-movement verification can use a different number than your Intuit sign-in. If updating your Intuit Account number doesn't fix it, contact support so they can check the number on the Checking side.

Official sources drawn from:

L

LollyNino_C

QuickBooks Team

I know that this hasn't been easy for you, @ealcantara-highl.

Let me share how we can update your phone number for multi-factor authentication.

Since you no longer have access to the previous phone number, you can log in to your Intuit Accounts page and update it from there. Here's how:

Sign in to your Intuit account.
From the left menu, choose Sign In & Security.
Under the Phone section.
Tap the Verify link, then hit Change.
Enter your new phone number, and then click Save.

Here's an article that can help you learn more about the verification process: Update or change your Intuit Account sign-in information.

Moreover, you can also check this guide for more insights to help you manage your QBO account for multi-factor authentication: Verify your QuickBooks Online account with multi-factor authentication or two-step verification.

Feel free to visit here again in the Community to keep me posted on your progress with setting up your phone number for authentication. I'm determined to help you succeed. Keep safe always!

D

drarnaldomartinez

Even after clicking on "change" it continues to ask to send a text message to old phone number first.

K

Kevin_C

Moderator

I appreciate you for joining the conversation, Dranaldo. Let's resolve the issue when you can't receive the verification code to the correct phone number of your QuickBooks Online (QBO) account.

If you still have access to your old phone number, follow the steps shared by my peer, Angelyn_T, above to update it easily. You can also perform the steps through a private or incognito window to identify if this is related to browser issues. Here's how:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N

Once you're in incognito mode, update your old phone number to the new one. Then, go back to your regular browser and clear its cache. Clearing the cache or cookies is the best way to get a clean slate for your browser. Otherwise, using other supported browsers can also be a good alternative.

However, if the issue persists after following the steps above, I recommend contacting our Technical Support Team so they can assist you with reviewing your QBO account's setup. One of our experts has the tools to check your account securely and perform a screen-sharing session to help you update your credentials seamlessly.

On the other hand, if you don't have access to your old phone number or forgot your login credentials, we have a helpful guide to get into your account and get back to business as usual: Recover your Intuit Account if you can’t sign in.

Comment again if you have additional concerns or questions about updating your account details. We are available 24/7 to answer all of them. Stay safe!

B

Billie13672KM

I am trying to change my phone number

Angelyn_T

Moderator

I can guide you through changing the phone number on your account, Billie.

You can modify your phone number through your Intuit Account. Here are the steps to complete the process:

Sign in to your QuickBooks Online (QBO) account.
Click on the User icon at the upper right corner and select Manage your Intuit Account.
From the INTUIT ACCOUNT, click Sign in & security.
Go to the Phone section.
Tap the Change link.
Input the new Phone number and enter your Password.
Hit Save.

Check out this article to learn more about the process: Update or change your Intuit Account sign-in information. It also gives you a reference for changing your email address, user ID, and other details.

I want to ensure that your number is updated successfully. If you require further assistance, let me know by leaving a comment below. I'm just a few clicks away to help you once more.

K

KelseyV

Hello! I already had a phone number on file for 2-step verification, but I no longer have access to this number and need to change it. I can sign into my account, so I tried following these steps, but it isn't working. Like you said to do, I logged in here and went to "Sign In & Security" however beside my "Phone" section it shows my old number that was already verified. I clicked on this anyway and then clicked on "Change" but all it says is "Let's Make Sure You're You" and the only option it gives me to verify is to text my old phone number. I don't understand why texting my old phone number is the only option here since it's under the "Change" menu for my phone number.. especially since everything else on here usually gives me the secondary option to send a code to my email. What can I do to change my number for 2-step verification? Thank you!

T

tcallaway050

hi my name is Anthony (removed) and I got a new phone number I was just trying to update my phone number to (removed) if u could change my old number to this new phone number I would appreciate.

F

FaithA

Level 1

Hello Tcallaway050, thank you for joining this thread. I'm here to assist you in changing your phone number in your QuickBooks Online (QBO) account.

Before we proceed, it's important to note that your Intuit Account is connected to all Intuit products. This means that any changes you make to your account will apply to all of your Intuit products. Due to security reasons, we can't change your information for you. However, I can guide you through the process of changing your phone number step-by-step.

To change your phone number, please follow these detailed steps:

Sign in to the Intuit Account Manager. Use your sign-in info for QuickBooks, TurboTax, Credit Karma, or our professional tax products.
Select the Sign-in and Security menu.
Select the Phone section.
Type in your new Phone Number.
When you're done, select Save.

In case you need to modify your email address, user ID, and other details in the future, you can refer to this helpful article: Update or change your Intuit Account sign-in information.

Please don't hesitate to come back to this thread for more queries on changing your information and any other QuickBooks-related matters. I'll be on the watch for your replies. Have a good one!

G

gfriend

When I try to transfer funds from Quickbooks Checking to my main back account, it tries to send verification code to a landline—so I can't receive text, and it leaves just 3 digits of the code on the voice mail before I can answer the call. I've changed the number n my Intuit settings, but Quickbooks is not using that number.

QuickBooks has said I can change the number there with a verification umber that it would email me…but the email never arrives.

Can you please help me access my funds?

B

Braxton71

Same here, I don't understand why they insist on these idiotic security measures. Think about it, if you're already in your account and have access to change the number but the system wants to send a verification code to the old number and not the new number you are trying to switch it to, HOW DOES THAT EVEN MAKE SENSE?! I have already entered my password and done an email verification by the time I get to the spot to change my phone number, but it still wants more....

So now I have to waste more time and do an entire account recovery process just to update my stupid phone number in the system. I wouldn't use this junk software if intuit didn't have a monopoly on the market. You guys just have to make things so complicated...

P

paulacobb83

How do I change my phone number if I no longer have access to the old number?

sofiamdc-2341

Answer

Community Manager