Text Message Two-Factor Troubleshooting
Two-factor authentication via text message involves a verification code sent from our servers via our SMS partner (Twilio) to your mobile carrier (e.g., Verizon, T-Mobile, AT&T), and finally to your device.
- Text messages typically arrive within 60 seconds, depending on your carrier.
- If you don't receive the code within 2 minutes, it will expire, and you'll need to restart the login process.
If you haven't received a verification code after 60 seconds, please try these troubleshooting steps:
- Check Your Device: Ensure your mobile device is connected to your carrier's network and has a strong signal.
- Restart Your Device: Restarting your phone can help it reconnect to the network and download any pending messages.
- Review Twilio's Status: Visit Twilio's system status page at https://status.twilio.com. If you encounter issues with your carrier, Twilio will typically provide details and an estimated resolution time. (Twilio is our intermediary for sending messages to your carrier.)
- Contact Your Carrier: If Twilio reports no issues, contact your mobile carrier to inquire about not receiving some or all incoming text messages. They may offer troubleshooting tips or information about current outages.
- Use a Passkey (if configured): If you have a passkey set up for 2FA, you can use it as an alternative. Select the "Use Passkey" option when prompted for your verification code.
Pro Tip: Mobile networks are not always reliable. We strongly recommend setting up a secondary authentication method, such as a passkey. This ensures you have a backup method if your mobile network experiences issues.