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Tourist
Posts: 5

2 step verification for account log in -- can't log in

Is anyone else having trouble signing into their gopro account? I'm trying to access my account on my computer and I have 2 step verification set up, so usually gopro sends a code to my phone via text message and I enter that into the log in page. But when I get to that step, the gopro system does not send a code to my phone, so I cannot log in. It worked earlier today, but now I cannot get the code. Wondering if the gopro system is down? I would love to know if anyone else is having trouble logging in.

 

Thanks!

GoPro
Posts: 3,193

Re: 2 step verification for account log in -- can't log in

Hi @goprosuzie,

Thanks for reaching out. To better isolate the problem, I have a few things to check with you:

  • Were you able to initially get a code when setting up the Two-Step Verification on your account? If so, were you able to successfully re-login on the website with SMS verification before?
  • What were the changes made on your account before experiencing the issue (i.e. phone number change)?
  • Have you also checked if the network message isn't being blocked by your provider?
  • May we please know what your current network service provider is?

Hoping to hear back from you.


Kind Regards,
Ann

Tourist
Posts: 5

Re: 2 step verification for account log in -- can't log in

I'd been using the 2 step verification for over a week with my GoPro account and never once had a problem. The code always came through to to my phone and I was always able to log in. I did not change my phone number or any settings with my account. I have Sprint and they are not blocking anything. For the record, ALL of the codes from GoPro came through to my phone the next day in the middle of the night at 1:30am and at 3:00am, which was super annoying. I'm a new GoPro user and the fact that I was locked out of my account because the 2 step verification would not send the code to my phone is extremely frustrating and turns me off from GoPro. There does not appear to be a way to have the code sent to an email address as a backup or any way to allow an authentication app either. If I am wrong, please let me know because it would have solved this problem. I feel like my choices are to disable 2 step verification (which in 2019 seems like a terrible plan) or to risk being completely locked out of my account when the 2 step verification fails. I'm disappointed with GoPro on this one.

GoPro
Posts: 3,193

Re: 2 step verification for account log in -- can't log in

I appreciate the information, @goprosuzie. This definitely isn't the kind of experience we want you to have. I'll share these details to the team in charge. Your time and patience are very much appreciated.

Tourist
Posts: 2

Re: 2 step verification for account log in -- can't log in

[ Edited ]

Did this get a resolution? I tried to set up two step with a Google Voice number. I never got a code, so I'm assuming the account would not go two step without successful verification. but my go pro account required a code the next time I tried to log in. Now I'm locked out

GoPro
Posts: 3,193

Re: 2 step verification for account log in -- can't log in

@adroitsurf242, sorry to hear about the trouble. Just to clarify, are you using the apps on your mobile device? Or on a computer? Are you also able to get texts on your phone?

Tourist
Posts: 2

Re: 2 step verification for account log in -- can't log in

I plan on using both. I just ordered a GoPro Max. I was using one of my brother’s Heros the past few months,getting used to the features in anticipation of the Hero8 being released. I created an account, got it setup with the username I wanted, tried to turned on 2 step with Google Voice, and that ended access to my account. I never activated 2 step because I never received a verification text, yet the GoPro site keeps asking for a code when I tried to log in. I had to give up and create another account.