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DEO CONNECT account locked - can't reset password because verification goes to old phone number

I've been completely locked out of my CONNECT account since January and I'm at my wit's end! When I try to log in, it says my password is incorrect (which is possible since it's been months). But when I try to reset my password, the system insists on sending a verification code to my old phone number that I haven't had for over a year. I've called DEO customer service THREE TIMES and each time they claim they've updated my phone number in the system. The last agent even confirmed my new number was showing correctly in their records. But when I go to reset my password on the website, it still shows the last 4 digits of my old phone and sends the code there! I have 2 weeks of benefits I need to claim before they expire, and I'm getting desperate. Is there some special department that handles account access issues? Do I need to physically go to a CareerSource office? Has anyone dealt with this phone number verification loop before?

Evelyn Kelly

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omg the EXACT same thing happened to me last month!!! so frustrating!! DEO's system is completely broken. I called like 7 times and they kept saying they fixed it but nope - verification texts still going to my old phone. wasted hours of my life on hold just to get nowhere 😡

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Kiara Greene

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Did you ever get it resolved? I'm worried I'll lose my benefits if I can't get into my account soon.

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Paloma Clark

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Try clicking the option that says "I don't have access to this phone number" when you're on the reset page. It should give you alternative verification methods.

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Kiara Greene

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I tried that but it just says "Contact DEO customer service" - which I've already done multiple times with no success. It's like being stuck in a loop!

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Heather Tyson

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This is a common issue with the CONNECT system that happens when there's a disconnection between the main DEO database and the authentication system. Here's what you need to do: 1. Call DEO and specifically ask for the "Account Access Control" team (not regular customer service) 2. Tell them you need a "profile verification reset" not just a phone number update 3. They'll need to verify your identity with multiple data points (SSN, address history, employment history) 4. Request they set a temporary PIN bypass that allows you to create a new verification method 5. Make sure they document this in the case notes using action code A-271 The regular customer service reps often don't know they need to trigger the database sync between systems. The account access team knows the proper procedure.

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Kiara Greene

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This sounds really helpful, thank you! I didn't know there was a specific team for this. When I call, should I ask for this team right away or do I need to go through regular customer service first?

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Heather Tyson

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Ask for them immediately when you call. If the first person says they can help you, specifically say "I need a profile verification reset with the Account Access Control team, action code A-271." Using those exact terms helps get you to the right department faster.

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Raul Neal

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My cousin works for DEO and says they're still dealing with the fallout from the system upgrade last year. A lot of contact info got messed up in the migration. She says if u go to a CareerSource office in person they can override the phone verification but theres usually a wait.

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Jenna Sloan

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have u tried using the "contact us" form on the DEO website instead of calling? sometimes different departments see those messages

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Evelyn Kelly

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The contact form is useless!!!!! I tried 4 times and never got any response. Total waste of time.

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After spending countless hours trying to get through to DEO about a similar account issue, I finally used Claimyr to connect with a live agent. It's a service that gets you through to DEO's phone system without waiting on hold all day. When I finally got to an actual person, I was able to explain that I needed the Account Access team (like someone mentioned above) and got my verification issues fixed in one call. Check out their video to see how it works: https://youtu.be/UzW_hbUy-ss?si=zORd51jeq1GX5Ldj - their website is claimyr.com. It was the only thing that worked after weeks of frustration.

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Paloma Clark

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Is this legit? Seems sketchy to pay for something that should be free.

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I was hesitant too, but after wasting hours getting disconnected and waiting on hold, it was worth it to me. They just help you skip the phone queue - you still talk directly to actual DEO agents.

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Sasha Reese

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I had a similar issue last year when I had to verify my identity for adjudication but couldn't get verification codes. What finally worked for me was sending a written request via certified mail to their Tallahassee office (DEO User Account Services). Include copies of your ID, social security card, and a utility bill showing your current address. It's slow (took about 3 weeks) but they eventually reset my entire verification system and I was able to create a new account that worked properly. I've learned that DEO has separate systems that don't always talk to each other correctly. The verification system is different from the main CONNECT database, which is why customer service can update your info but it doesn't fix the verification part.

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Kiara Greene

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3 weeks?! I can't wait that long - I'll lose the weeks I need to claim. But the explanation about separate systems makes sense with what I've been experiencing. I'll try calling and specifically asking for the Account Access team first.

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this happened to me to but with my email address. i had to go to career source and they helped me. bring your id and social security card if u go there

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Heather Tyson

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Any update? Were you able to get through to the Account Access team?

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Kiara Greene

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Yes! Finally got it resolved yesterday. I used the Claimyr service someone mentioned to get through to DEO quickly, then asked specifically for the Account Access Control team and mentioned the action code. They had to transfer me, but I got to the right department who explained they needed to do a full verification reset, not just update my phone number. They had me verify some employment history and addresses, then they reset the authentication system on their end. I was able to log in with a temporary PIN they provided, then set up my account with my current phone number. All fixed now and I was able to claim my weeks before they expired! Thanks everyone for the help!

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