Text Message Two-Factor Troubleshooting
Two-factor authentication by text message relies upon a text message originating from our servers, passing through our SMS-partner network (Twilio), then going to your carrier (Verizon, T-Mobile, AT&T, etc.), and finally being delivered to your device.
* Depending on your carrier, it can take up to 60 seconds for a text message to arrive.
* If it's been longer than 2 minutes, the code will expire, and you will need to try logging in again.
If a verification code has not been received after 60 seconds, try these troubleshooting steps:
- Verify your mobile device is connected to your carrier and has a strong signal.
- Try restarting your device, that may cause it to re-connect and download any pending messages.
- If those options don't work, review Twilio's system status page at https://status.twilio.com. If they are having issues with your carrier, they will typically indicate the problem and a timeline for restoration. (Twilio is the intermediary that sends messages from our servers to your carrier)
- If Twilio status reports everything is normal, you can contact your carrier and let them know you are not receiving some or all incoming text messages. See if they have any troubleshooting tips or outages.
- If you have a passkey configured for two-factor authentication, you can use that instead. Choose the "Use Passkey" option at the bottom of the screen when being prompted for your verification code.
Pro Tip: Because mobile networks are not 100% reliable, we highly recommend setting up a secondary authentication method using a passkey. In the event your mobile network ever has issues, you can always use your backup method.