Answer
The phone number on the account can be updated from Account Settings. A number that already belongs to another account has to be reclaimed before it can move.
When this applies
This fits when the phone number on the account needs to change, or when mobile verification says that number is already in use.
Entering a text code follows How do I verify my account by text?
What to do
- Open Account Settings. Under Quick Links, choose My Account.
- In the Phone section, update the phone number.
- If the Phone section is not available, choose Customer Support on that page and submit a ticket to change the number.
When the number is already in use
If mobile verification says the phone number is in use by another account, and the message shows a familiar email address:
- Log out. Enter that email address in the Login field.
- Enter the password for that account, or choose Forgot Password and create a new password. I forgot my password. What do I do? explains the reset.
- After signing in to that account, contact Customer Support from account help to reclaim the number on the primary account.
One account per person. Owning or operating more than one account is not allowed under the Terms of Use. Can each person in my home have their own account? explains that rule.
If that didn't work
If the message has no email address, or the email address is not familiar, use account help to reclaim the number.
When to contact us
Use account help when the Phone section is missing, or when the number has to be reclaimed from another account. A reply about mobile verification is within 3 business days.