Updated: April 05, 2023
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by Daniel Moore
Tech Expert & Writer
1184 resolved issues

Good morning, my old A20 Samsung phone broke

I bought a new a53 5g and now am struggling to sign in to my Samsung account as it wants me to acknowledge the passcode that is being sent to me old phone - the one that is not working!

 Hello, thank you for contacting Howly! I am here to help you today! May I know your first name, please?

Customer Replay


Nice to meet you, *****!

Customer Replay

Hi there!

Doesn't it offer you to receive a code via email?

Customer Replay

only other option is qr code which if you scan it takes you to the login screen with the same passcode issue

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Do you have access to the email linked to your account?

Customer Replay



In the following messages, I will provide you with step-by-step instructions. I would be grateful if you could tell me when you complete every step.

Customer Replay

ok, thanks

Sign in to your Samsung account from a web browser at account.samsung.com

Customer Replay

ok, but it is the same screen as the one on my phone - give me a sec.

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When you see the Two-step verification prompt, select Verify with a text message.

Customer Replay

signing in with email / gmail
it shows step2 verification and wants to send to galaxy a20

Select Verify with a text message

Customer Replay

it only has option to send code to a20. shall i say "send code"

Customer Replay

ok, code sent

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Then you should see the "Reset the phone number you use for two-step verification" button.

Customer Replay

no, it says to enter the code or skip two step verification on this device or didnt get the verification code / those are my three option with 1 min to go
no reset option
fyi, my number and sim card are the same just the actual phone is different

Try to select: "skip two-step verification".

Customer Replay


Keep me updated.

Customer Replay

i ticked that option but it wont go any further
after the tick it jumps to "didn't get verification code"

May I ask you to take a screenshot?

Customer Replay

ok, its from my laptop. give me a second

You can send it in the chat or to our email.
To attach your screenshot to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have to choose an image and confirm sending.

Customer Replay

good, give me a moment

Customer Replay

Visitor uploaded: screenshot.jpg
Type: image/jpeg
Size: 5188011
i sent it

Yes, thank you so much.
Could you click on the "Didn't get the verification code"?

Customer Replay

it asked, verify with text message, back up code or 2 step verification frequently asked questions

Don't you have back up codes?

Customer Replay

i dont even know what those are,


Customer Replay

ive never been to this screen before, shall i try text message?

Sure, you can.

Customer Replay

ok, hold on...fingers crossed
got a code on my phone- entering it now
ok, so it took into my account

Did you receive the code?

Customer Replay

im in my account on my plaptop
thank you

Oh, great!

Customer Replay

can i just change the passcode verification to my old phone to the new one?

Sure. Here are the instructions on how to change your phone number:

  1. Select My Account Info.
  2. Click on Profile option.
  3. Go to Samsung Account Settings.
  4. Select Phone Number ID.
  5. Provide new phone number, you want to associate with your Samsung account.
  6. Click on Change.
  7. Verify Phone Number using OTP sent on your new phone number.
Customer Replay

thank you, ill do that now. this is was great, thank you so much for your help

Is there anything else I can do for you today?

Customer Replay

no this was great. Thank you. So much stress relief. Have a wonderful day

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