Once you have obtained a replacement mobile device, if it has the same phone number as the lost or stolen phone, there may be different steps to take depending on which authentication method you use:
- If you’re using an authentication app, you will need to consult the support desk or help section for the authentication app that you use for instructions on how to set up activation on your new phone.
- If you’re using Text/SMS messages, as long as you didn’t change your phone number, you can still complete your login request by receiving Text messages
- If you’re using email, as long as you didn’t lose access to the email account you are using for your authentication method you can still use that email account to complete your login requests.
If your replacement mobile device has a different phone number:
You will need to deactivate Text/SMS messaging while you still have access to the old phone number. If you lose access to the old phone number before disabling Text/SMS messaging, you will need to contact Virginia529’s customer service department at 1-888-567-0540 for assistance. You may be asked for additional information or documentation so that Virginia529 can verify your identity and help restore your account access.
If the mobile phone is your only registered device for multi-factor authentication, you will need to contact Virginia529’s customer service department at 1-888-567-0540 for assistance. You may be asked for additional information or documentation so that Virginia529 can verify your identity and help restore your account access.