MySpectrum still shows “Unable to Verify Your Identity”
Hi everyone. I am trying to get my MySpectrum account fully verified so I can access the Sign In and Security settings. I already completed authentication with an agent, but the app still shows “Unable to Verify Your Identity” and blocks every security option. I cannot access biometrics, 2-FA, or anything else.
During the chat, I even offered my birthday and SSN to move the verification forward. Instead, the agent asked for my mobile numbers and email address. After I provided them, she told me she “also went ahead and confirmed (the other number I added) as your primary to receive text messages and emails.” I did not ask for that change, and my contact information was already correct because I updated it myself in the app before reaching out.
Even after all of that, nothing changed. The app still sends me back to Contact Us or Chat With an Agent, and I cannot get past the verification block at all.
I need to know if there is a wait period for verification to refresh. If not, I need guidance on who can escalate this on the backend so the app finally recognizes that my identity has already been authenticated. Thank you.
TL;DR: Agent authenticated me, but the app still says I am not verified. I even offered my birthday and SSN. She changed my primary number without me asking, even though my contact info was already updated. I still cannot access Sign-In and Security. Need to know if there is a wait period or who can escalate this properly.