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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 66627
Experience:  Electronics Engineer
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I may not be in the right department, I am hoping for

Customer Question

Hello, I may not be in the right department, I am hoping for support with a Samsung Cloud issue
JA: What Samsung product do you have?
Customer: It is a Samsung phone A70, unfortunately it is broken and I'm trying to access the cloud off the web, but when it asks for 2 step verification, I am not receiving the notification on my other devices
JA: Anything else you want the Phone Expert to know before I connect you?
Customer: Nothing else thank you v. much
Submitted: 5 days ago.
Category: Electronics
Expert:  Richard replied 5 days ago.

Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.
I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.
Can you please hold the power button on the phone until you see a menu and choose power off.
Then power on the phone and tell me how it still has the problem.
Thank you

Customer: replied 5 days ago.
Hi unfortunately I think I have damaged the screen - the phone is totally not working
Customer: replied 5 days ago.
I am trying to access the Samsung cloud via the web
Customer: replied 5 days ago.
Basically I can't get around the 2 step verification as the verification is not coming through on my other devices
Expert:  Richard replied 5 days ago.

Where is the code being sent to?

Customer: replied 5 days ago.
I don't know that is the problem
Expert:  Richard replied 5 days ago.

Where is the code being sent to?

Customer: replied 5 days ago.
I receive the initial phone verification code, but then with 2 step verification, I do not get the code
Expert:  Richard replied 5 days ago.

Where is the code being sent to?

Customer: replied 5 days ago.
I don't know where the code is being sent to - that's my problem
Customer: replied 5 days ago.
The initial code went to my phone but with the 2 step verification, I do not know where the code is going
Expert:  Richard replied 5 days ago.

ok, then it is still going to that phone, please take the sim card out of the phone, put it into a different phone as the code will then go to that.

Customer: replied 5 days ago.
I have the SIM card out of the broken phone and in a new one but I am still not getting the code
Expert:  Richard replied 5 days ago.

Are other people able to message that phone?

Customer: replied 5 days ago.
I have the sim in a new phone, it works fine, it is just that I would like to access the Samsung cloud. So when I log into the cloud, I got an initial verification which I received on phone. But then its the 2 step verification where it says 'We've sent a notification to any phones or tablet where you are signed in .. etc.'. But I am not getting anything
Expert:  Richard replied 5 days ago.

Whats the email address for the account?

Customer: replied 5 days ago.
Expert:  Richard replied 5 days ago.

What does the verification email say they you just received?

Customer: replied 5 days ago.
Dear Customer,You have reset your password ***** an email has been sent to reset your password. Please click the button below to finish resetting your password.
Reset password
If the button above doesn't work, enter the address below in your browser.
Expert:  Richard replied 5 days ago.

Right click the button, choose copy link and give me the link here please

Customer: replied 5 days ago.
https://account.samsung.com/accounts/v1/keyp/54VJATKVJOVE9MOCA9NXWBXV7CFEQ4AQ
Expert:  Richard replied 5 days ago.

ok, click this link

Customer: replied 5 days ago.
Thank you, I'm just double checking that I can access everything
Expert:  Richard replied 5 days ago.

ok

Customer: replied 5 days ago.
Im still having the same problem. I can get into the Samsung Cloud with my new password, but when I tap on say 'gallery', it sends this message 'make sure it is really you' then says it will send a notification to any phones or devices that are logged in with my email. but then no notification comes
Expert:  Richard replied 5 days ago.

check your other devices for the code please

Customer: replied 5 days ago.
I have, all devices are next to me, the code hasn't come
Expert:  Richard replied 5 days ago.

ok, You will need top then please call on 0333(###) ###-####to try to have it removed over the phone.

Let me know how you go please

Customer: replied 5 days ago.
ok thank you
Expert:  Richard replied 5 days ago.

You are welcome

Customer: replied 5 days ago.
I will have to try and call them later as the call holding is taking too long
Expert:  Richard replied 5 days ago.

ok no problem