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Support

Enrolling in Two-Step Verification Online

Solution

Adding Two-Step Verification (TSV) provides you with additional security by requiring more than one verification method to access your account.

Note: The following accounts require TSV enrollment.

  • Cox Mobile
  • Customer accounts that were previously compromised or noted for fraudulent activity.

Complete the steps below to enroll in TSV or add a new TSV verification method through your My Account profile online.

1

From the Cox.com Home page, click the person icon.

Image of the person icon

2

Enter your User ID and Password.

Note: If you do not remember your User ID or Password, or experience an issue signing in, see Recover Your Cox User ID or Reset Your Cox Password.

3

From the My Account page, click the arrow on the Account section.

Image of My Account, My Profile link

4

From the My Profile page, under Password, Security & Privacy, click Two-step verification.

Image of My Profile window

5

From the Two-Step Verification window, select a verification method displayed and then click Activate.

  • Text - Receive a one-time passcode via text message on your mobile device.
  • Voice - Receive a phone call which provides a one-time passcode.
  • Email - Receive an email with a one-time passcode.

Image of Two-step verification method selection

Notes:

  • If a verification method is already enrolled in TSV, then a Deactivate button displays beneath it.
  • One-time passcodes can only be sent to a U.S. phone number.
  • One-time passcodes expire after five minutes.
  • Email may not be a verification option for the following reasons. To correct the issue, click the Update email address button and then follow the prompts provided.
    • The email address is not listed on the account.
    • The email address is not verified.
    • The email address is a Cox.net or Cox.com address.
6

Complete the steps outlined in the table below based on the verification method selected.

If your chosen method is... Then complete these steps...
Text
  1. From the Send code through text window, select the Phone number drop-down menu.
  2. Select one of the following options.
    • To send the one-time passcode to an existing phone number, click an existing phone number.
    • To send the one-time a passcode to a new phone number, click Add a new number and then enter the 10-digit number in the Phone number field.
  3. Click the Send code button to display the Enter your code window.
  4. In the Code field, enter the one-time passcode sent to your mobile device and then click the Verify button.
Voice
  1. From the Send code by phone window, select the Phone number drop-down menu.
  2. Select one of the following options.
    • To call an existing number with the one-time passcode, select a phone number.
    • To call a new number with the one-time passcode, click Add a new number and then enter the 10-digit phone number in the Phone number field.
  3. Click the Send code button to display the Enter your code window.
  4. In the Code field, enter the one-time passcode received by phone and then click the Verify button.
Email
  1. From the Send code by email window, select the Email address drop-down menu.
  2. Select an email address and then click the Send code button.

    Result: The Enter your code window displays.

  3. In the Code field, enter the one-time passcode received by email and then click the Verify button.


Results:

If the one-time passcode was… Then…
Not received After 60 seconds, click the enabled Resend button to send a new passcode. If the issue persists, select a different verification method or contact us for assistance.
Entered incorrectly An error message displays. Re-enter the passcode in the Code field and then click Verify.

Image of incorrect code error message

Note: If the code is entered incorrectly after six attempts, an maximum attempts error message displays. Try again later or contact us for assistance.

Image of max attempts error message
Entered correctly

A success message displays, indicating the account is now enrolled in TSV using the selected verification method.

Image of successful enrollment message

Notes:

  • To add or view current verification methods, click Add/view factors.
  • To proceed, click Continue to My Profile.

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