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Account Management Help

Troubleshoot: 2-step verification

If you're using 2-step verification (2SV) and aren't receiving the codes, or you're getting an error message, review the troubleshooting steps below for solutions to common issues.

Note: If you set up a backup 2SV method, you can select Having trouble signing in? when you’re prompted for your 2SV code during sign-in. Choose your backup method from the list and try pulling your code that way.

I'm not getting a verification code

If you’re not receiving 2SV codes on your phone, try the following:

  • Make sure your carrier isn't blocking +1 (480) 360-5516.
  • Check that your phone software is up-to-date, and that no apps are filtering or interfering with incoming SMS messages.
  • Restart your phone and try resending the 2SV code.

If you’re still not getting a code, it’s possible that your 2SV phone number is not updated – especially if you recently changed your phone number. To resolve this, see Cancel 2-step verification.

I don't have the device I set up for 2SV

See Cancel 2-step verification.

I can't cancel 2SV without logging in, but 2SV isn't working

See Cancel 2-step verification.

I got locked out of my account

If you tried to "resend code" too many times, you'll get an error message that says "To protect your account, we locked this verification method for 24 hours due to too many code requests." Wait 24 hours and try again, or see Cancel 2-step verification.

I'm using a phone number based in India and I'm not getting the codes

Our text message provider Twilio might have problems reaching you.

More info