Dorien Van den Abbeele • 10 days ago
Cannot pass security stage Alibaba account signup
Hello,
I've been trying to get my Alibaba account verified but the SMS is not arriving on my phone in Panama. When following the option to report an issue, I get error message about the phone format. I managed to get passed that only by entering their sample phone number (which starts with 86-). So I was forced to enter incorrect information to be able to try to get help. Case number is 00651Z16W96 in case anyone reads this & can help.
Kind regards,
Dorien
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2 comments
Keshya Williams Manager • 9 days ago
Please reach out to Support using: Tech Support to raise the ticket. Per the build session, you may also want to call this out to their hackathon team via global.hackathon@alibaba-inc.com.
Dorien Van den Abbeele • 9 days ago
They've replied but it's not helpful:
Check if the phone has not been restarted for a long time. You can try to turn off and restart the phone.
Check if the SMS inbox of the phone is full. Try to delete some SMS to see if you can receive a new verification code.
If you are using a dual-SIM phone, try to change the SIM card to another card slot.
Check if the phone has security software installed that may intercept SMS.
If the above methods do not solve the problem, try to test the SIM card in another phone.
None of the above is the issue - the messages have come in all together over 12 hours later. They don't arrive fast enough to finish the security step.