Hey,
I'm hoping someone will be able to help me as i am totally at a loss as to how to proceed.
I had my phone stolen recently, and as i had evidence to suggest that it was an "insider" type of threat, i made the decision to change my phone number.
This has caused me having to go through the support process of changing my contact details/2FA with various service providers, banks and so forth, but months later the situation is still not resolved with Airbnb.
The problem is simple to describe. My 2FA is "pointing" to my old number and requires changing. Without it i cannot log into the Airbnb app on my phone (lucky my credentials are still stored on my laptop).
The process to change this as far as Airbnb support are concerned should be simple, but is the part where it is falling down.
As they have it, to change my number for 2fa
Go To Profile > Account Information > Edit Phone Number > Add another Number and then when that is added remove the old one.
Here's where it falls down. At the point i try to add another number, i am prompted to set up 2 factor authentication. I click the "lets set it up" then "continue" options. It then wants me to "let us know its really you" by either ringing me or texting me on my old number, which i cannot do.
I am then advised by airbnb support to click the "need help" button.
The "need help" screen appears and says "If you arent able to receive or enter your security code, let us know. It may take us a few days to respond.
I then explain the situation, and sure enough after a period of time an email comes through - fantastic. Now i can change my number. Except i can't, because every time i've tried doing this the email just says my account is "unlocked".
My account has never been locked and this email is effectively useless at resolving my situation.
The fix as i see it is also easy.
Airbnb support either need to
a) temporarily allow me to circumvent 2fa
b) directly change my number to my updated version
c) add my existing number and i will then go through the process of removing the old one.
I have emailed Airbnb Support about this on 3 separate occasions and found them absolutely no help whatsoever. One of them blamed it on a "known issue" that they were working to resolve and then closed the ticket so i couldnt inquire as to when and where. Another misread my query, asking them to delete my number and took it as my account that i wanted to delete, closed the ticket, and "helpfully" sent me a link on how to terminate my airbnb account.
Please, is there anyone out there who has successfully managed to navigate this broken process, or put me in touch with someone at Airbnb who is going to be able to actually understand what i'm asking for and be able to assist?
Thanks very much 😄
The fix
