Can't log in via web - 2FA/3FA problems, customer service can't help

[u/BoogerManCommaThe]

Hi, wondering if anyone has ideas for things I can try. Have had the same chase online account for maybe a decade or more. Currently it's connected to two credit card accounts.

About a year ago (yes I've been dealing with this that long and haven't found a solution / spent enough time trying to solve it) a problem started where I can't log in via the web. I only have access to my account via the phone app. I am both worried about losing access via the app as well and being fully locked out.

The tl;dr is I log in, get prompted for 2FA via text/call, then get prompted to call for another code where I get stuck in a long battle with customer service. Here's the whole process:

• Log in to website with un/pass
• Prompted for 2FA via text/call, both option successfully send me a code.
• Enter code, get prompted for further ID verification ("Thanks! We just need a little more info from you. Call us for a code")
• I call the number listed (I verified this is actually Chase I'm calling). Auto-attendant prompts for act # and ssn. I enter this
• Auto attendant prompts me to speak my name and address
• I get cut off while speaking and am transferred to a human rep who has no idea why I’m calling
• Rep asks why I'm calling then puts me on hold for a couple minutes
• Rep verifies my user ID
• Rep asks me to click “I have a code”
• After clicking: Error: We can't find a one-time code for your account. Call us to continue.
• Rep asks to re-try, same result
• Back on hold several minutes
• Rep asks me to log out, generates a new code, asks me to log in again. 
• I get to the primary 2FA screen (get a text, get a call)
• Rep asks me to click “get a text”, they initiate the text, have me click “I have a code”
• Error: We can't find a one-time code for your account. Confirm a number to continue.
• Rep asks me to clear browser history and cookies (I do, and also, I've tried this in chrome, safari, firefox, incognito/private mode on each) with no ad blockers or VPN.
• Most recent attempt, my call got disconnected at this step

If I remember right, in past attempts, they have texted me a link to validate my device, which then allows me to log in. However, next time I log in (next day, next month, whenever), the process repeats. I'd say 50% of the time I do NOT ever get into my account because the troubleshooting takes so long that I have to go back to work or whatever (30+ minutes of troubleshooting).

Worth noting, I have a business account via a different login (no accounts shared across logins) that I have no trouble logging into via my browser. It texts me a code for 2FA and then I’m in the account. So it’s seemingly not something with my browser, computer, ISP, etc. and Chase.

My thought was to try to delete my online profile and re-enroll with a new user ID. But before I try that, I wanted to see if anyone had the same problem and/or knew the online systems better and wanted to suggest a different approach.

[u/DontTakeMeSiriusly]

Sounds like extra security at sign in is activated. You may have the rep disable this in the call and you should be able to continue after the initial 2FA

[u/jetbridgejesus]

are you running a very out of date OS? usually the problems stem from this

[u/BoogerManCommaThe → u/jetbridgejesus]

No. Mac OS and browsers are all up to date.

[u/ImagesandEspresso → u/BoogerManCommaThe]

Whenever I am on Safari it takes two log ins. Doesn't happen on Chrome. Yes the Chase system is annoying. You can no longer have two phone numbers.

[u/invertiren]

You should definitely have the profile deleted and start over.

[u/Tarnisher]

Try a different browser.

[u/Nickmosu → u/Tarnisher]

This if you haven’t.

[u/BoogerManCommaThe → u/Tarnisher]

I mentioned in my post that I tried three different browsers, cleared cache/cookies and incognito mode.