Overview

Two-Factor Authentication (2FA) adds an essential layer of security to your account. If you are not receiving your verification code via SMS or Email, review the troubleshooting steps below.

1. SMS / Mobile Text Code Issues

A. Carrier & Local Phone Settings

If our system shows that a code was sent, but it hasn't appeared on your phone, the message is likely being filtered by your mobile carrier or device settings:

• Check Spam / Unknown Senders: Check your messaging app’s "Spam & Blocked" or "Unknown Senders" folder. Automated shortcode SMS messages are occasionally flagged by mobile security filters.

• Verify Blocked Numbers: Ensure shortcode numbers or automated messages are not blocked in your device settings.

• Restart Your Handset: Performing a quick restart forces your phone to re-register on your mobile network, which releases queued transactional messages.

• Check Carrier Filtering: Certain carriers (e.g., Telus, Bell, Rogers) occasionally apply spam filters to shortcode messages. Contacting your carrier can confirm if shortcodes are allowed on your plan.

B. International Phone Numbers (Non-North American Numbers)

Important Note for International Customers:

Currently, 2FA SMS text delivery is optimized primary for North American (+1) mobile numbers. Due to international telecommunications regulations and carrier verification requirements across different countries (including the UK, EU, and Australia), SMS verification may not be available for non-North American mobile numbers.

If you use an international phone number, please select Email as your primary 2FA delivery method.

2. Alternate Delivery Method (Email)

If you are unable to receive SMS codes, you can instantly route your 2FA code to your primary or alternate email address:

1. Go to the login page and enter your username and password.

2. On the 2FA prompt screen, wait for the 10-second timer to finish.

3. Click "Get code from alternate method" directly below the entry box.

4. Select your Primary or Alternate Email Address to receive the code via email instantly.