Answer
The one-time code is sent by SMS to the mobile number on the account. Edmund Home Support will not invent a recovery option, a second number, or a password reset. If you still have a signed-in device, stay on it until Support can help. Do not send the one-time code, a device PIN, or a media key in chat or on the phone.
Steps
- Confirm you are using the same mobile number the account already uses, then request a fresh one-time code.
- If the number changed, the code never arrives, or a new code still fails, contact Edmund Home Support with the account phone if you still know it, the platform, and a short description — not the code itself.
Does not
- Reset access from a new number without Support.
- Accept a one-time code, password, device PIN, or media key from you.
Escalate when
- The mobile number on the account is lost, changed, or no longer receives SMS, or a fresh code still fails.