Troubleshoot: Two-step verification
If you're using two-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 just not receiving the codes on my smartphone||
If you’re not receiving 2SV codes on your phone, try the following:
If you’re still not getting a code, it’s possible that your 2SV phone number is out-of-date – especially if you recently made a change to your phone number. Changes in your profile don’t carry over to your 2SV settings, so whenever you change the phone number in your profile make sure that you also change your two-step verification phone number.
To resolve this, see Cancel two-step verification and follow the steps under I don't have access to that device.
|I don't have the device I set up for 2SV (lost phone, changed my number, etc.)||See Cancel two-step verification and follow the steps under I don't have access to that device.|
|My 2SV doesn't work and I want to cancel 2SV, but I can't cancel it without using 2SV to log in!||See Cancel two-step verification and follow the steps under I don't have access to that device.|
|I got an error message that says, "To protect your account, we locked this verification method for 24 hours due to too many code requests."||We lock a 2SV method when someone asks us to "resend code" too many times. Wait 24 hours and try again, or see Cancel two-step verification and follow the steps under I don't have access to that device.|
|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.|