Lost access to phone number

summersunflower
summersunflower Online Community Member Posts: 86 Connected
in Universal Credit (UC)

hi

I was using an old phone as login to UC but didn’t realise when you didn’t top up for a certain amount of time you lost the phone number.

I now can’t access that number to log into my UC account

I still have access via my husbands as it’s a joint claim

Is there a way I can update my number via my journal through there?

or can I ask to change to email authentication?
I really would rather not have to go in just for a number change

many thanks

Comments

  • OverlyAnxious
    OverlyAnxious Online Community Member Posts: 5,568 Championing

    Hi,

    This happened to me last year and I managed to get the phone number reopened again. It might be worth asking your phone provider if they can do that. (I used webchat online to contact mine).

    I don't think you'll be able to change your number through your husbands side of the joint account but there's no harm in checking whether you can access contact details for both of you on there.

  • summersunflower
    summersunflower Online Community Member Posts: 86 Connected

    I have emailed to see but I’m not hopeful as the lady on the phone said no to reinstating it. So frustrating.


    I wonder if I could ask on my the journal (via husbands account) if I can change my setting preferences to email code instead of text code as I don’t have access to my number at the moment?

  • onmylonesome
    onmylonesome Online Community Member Posts: 361 Empowering
    edited January 9

    I changed my number in November last year and when I logged in to UC it sent the security code to my old phone number which I didn't have access to, I phoned UC and explained and was told I had to go to the job centre with my phone and ID to do a change of contact information etc.

    You wont be able to do it through your husbands journal because of security.

  • OverlyAnxious
    OverlyAnxious Online Community Member Posts: 5,568 Championing
    https://forum.scope.org.uk/discussion/comment/1094327#Comment_1094327

    Email code wasn't an option when I set mine up as far as I remember. I would prefer that myself so will look into it.

    I don't think a journal message from your husbands account will be accepted but again there's nothing to lose by trying it.

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