topic Re: How to login if mobile phone number has been changed? in General Topics

How to login if mobile phone number has been changed?

STF — Tue, 10 Dec 2019 20:12:24 GMT

Hello,

I have another Check Point account using another email address. My mobile phone number which was linked to that account has been changed so I have no way to receive any SMS. And I cannot find any backup codes. So I cannot go pass the 2 step verification for that account.

I had written an email to user_center@checkpoint.com as stated in a web page a week ago but the email got rejected because the address is invalid. This is the error message in the returned email:

I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can delete your own text from the attached returned message.

The mail system

<user_center@michael.checkpoint.com>: host 194.29.34.68[194.29.34.68] said: 550
5.1.1 <user_center@michael.checkpoint.com>... User unknown (in reply to
RCPT TO command)

I really want to use that account but I'm totally stuck. Please tell me how I can gain access again.

Re: How to login if mobile phone number has been changed?

PhoneBoy — Wed, 11 Dec 2019 15:25:55 GMT

Best thing to do is contact Account Services.
See: https://www.checkpoint.com/support-services/contact-support/

Re: How to login if mobile phone number has been changed?

STF — Wed, 11 Dec 2019 17:56:17 GMT

I have been there already but it's useless.

I called the international phone number -- too many people already online so I have to give up.

I tried the so-called "Live Chat" but it turned out to be just ticketing. I open a ticket on Monday 9th Dec (Service Request 6-0001850768) but I never got any return.

I just created another ticket (Service Request 6-0001853438) but I bet I would no return either.

Is the company Check Point going to fail or bankruptcy? Because all these signs (invalid email addresses but nobody is aware of, support request left unanswered, phone unanswered or overwhelmed) seem to point to that direction!

Re: How to login if mobile phone number has been changed?

PhoneBoy — Wed, 11 Dec 2019 22:35:39 GMT

I’ve pinged the relevant folks in Account Services regarding these tickets.
If you don’t hear something soon please PM me.

Re: How to login if mobile phone number has been changed?

G_W_Albrecht — Thu, 12 Dec 2019 10:07:29 GMT

That is not new - Account Services usually respond after 3-5 days, TAC responds according to your support level. It can help to raise severity or ask for management escalation if it is really urgent...

Re: How to login if mobile phone number has been changed?

STF — Thu, 12 Dec 2019 10:39:56 GMT

Thanks a lot.

I finally got reply by email yesterday night.