This forum thread needs a solution.
Kudos0

New mobile number, do I need to text STOP on old number?

Posted: 23-Jun-2023 | 8:06PM · 5 Replies ·

Hi,

I have a new mobile phone number & have updated it in "My Account > Account Settings".

But, in the next tab over "Communication Preferences > Alert Preferences", under "Text Message", the new number does not appear. My Home number is VOIP & so I selected that one instead. That's fine, that works. However, I would like the new mobile number to appear & the old mobile number to disappear. Right now under "Text Message" I see my Home number & the old Mobile number. I did just update the Account settings yesterday.

If I click on the Information Circle next to Text Message it reads: 

To cancel this service, text the word "STOP", call (844-xxx-xxx) or change your notification preferences in your member portal. After you have opted out of the service we may send you a text message confirming the termination of your mobile alert service.

Do I need to reinsert the old SIM card in my phone & text STOP? That phone number will inevitably be reused by the provider & I don't want my alerts going out to the new owner of that number.

Also, I cannot find the Member Portal, or anywhere else to change notification preferences.

Thank you

Replies

Kudos0

Re: New mobile number, do I need to text STOP on old number?

Posted: 28-Jun-2023 | 2:27PM · Permalink

After a few days now have you checked your Norton Account again to see your new mobile number has been updated?

Kudos0

Re: New mobile number, do I need to text STOP on old number?

Posted: 28-Jun-2023 | 4:11PM · Edited: 28-Jun-2023 | 4:15PM · Permalink

Hi peterweb,

No, my old mobile number is still there, & my new mobile number is not. I did speak with a couple LifeLock reps, one on the phone & the other on Chat, both believe I do need to put the old SIM back in the phone & text Stop. Not sure they understood exactly what I was saying, it is hard to describe, kind of need to see it. Here's a snip of the screen I'm referring to. I've replaced my email address with "My email", my Google Voice phone number with "Google Voice #" & my old Mobile phone number with "Old Mobile #".

Looking at the "Information Circle message" I posted above, it almost sounds like texting STOP from my old mobile might stop the Alert Texting service altogether. Don't want to that to happen.

I only want my old mobile number to disappear from the Text Message dropdown window, and my new mobile to appear in the drop down. Currently, my Home number (which is Google Voice) is selected in the dropdown window, & it works fine for texting. But I may want to use my new Mobile number at some point.

Going to wait until I have a free afternoon to mess with it. In case I screw  something up.

Thank you

Kudos0

Re: New mobile number, do I need to text STOP on old number?

Posted: 29-Jun-2023 | 6:10AM · Permalink

This looks like alert options for your LifeLock credit monitoring service. I do not have that so cannot test anything.

Have you had any alerts sent to the new text number? To me, it looks like you have set things up for that to work. It should not affect anything by having the old number in the dropdown list, as that would only be used if you selected that option at some time. That setting is probably for users that might have two active mobile numbers that they might have some reason to switch between the two.

Have you tried right clicking on that option to see if there might be  delete option?

Kudos0

Re: New mobile number, do I need to text STOP on old number?

Posted: 29-Jun-2023 | 9:10AM · Permalink

Yes, your statement is correct. As long it is not selected shouldn't be a problem.

I removed the old mobile number from My Account settings, added the new mobile number & set it up for two factor authentication. That is working. So then, in Alert Preferences, shouldn't the old mobile number disappear & the new mobile number take it's place?

Right click only brings up a Windows panel. I cannot find anyway to delete that number.

I'll report back after I text STOP with old mobile number.

Thank you

Kudos0

Re: New mobile number, do I need to text STOP on old number?

Posted: 29-Jun-2023 | 2:42PM · Permalink

As I suggested above, Norton has no way of knowing that you no longer have the second number. So when you add a new number, it is possible that you might still have the old phone number active and available as a second method of contact/access.

This thread is closed from further comment. Please visit the forum to start a new thread.