If you’ve set up 2-step login by SMS, and are having trouble getting the code, you won’t be able to log in to your account. But, there are some things you can do to fix it, depending on why you’re not getting it.
If you’ve changed your number but don't have access to your old one — maybe because you’ve lost your old phone, or moved abroad — you’ll need to email us to change it on your profile. In the email, please include:
We’ll then change your number for you. This usually takes between a few hours to 1 working day — we’ll let you know once it’s done. And if we need any more information, we’ll get in touch.
If you use app-based 2-step login, you won’t have a problem changing to a new phone number. As long as you use the same device, 2-step login will work.
If you know you’re going to change your phone number and you have SMS-based 2-step login set up, you’ll need to update your number before getting rid of your old SIM. To do this:
Here are some of the most common reasons why the SMS might not work, and what you can do about it.
You don’t have signal. You may see “No service” or “Searching” on the top corner of your screen. Try to move somewhere with better signal, then try the voice call option.
You’re getting other text messages, just not this one. Try the voice call option.
Your phone is on international roaming. The SMS won’t get through if your phone is on international roaming. Try using the local provider, if you can.
If you still need help, email us. Include the name of your phone provider, so we can help you faster.
We can also give you a call you back if you’d prefer. Email us your new phone number and your time zone, and we’ll call you back.