SMS Security (SMS 2FA) — Guide & Troubleshooting
SMS security sends a verification code to the phone number registered on your account when verification is required. You can enter the SMS code or, where available, choose a voice OTP.
Note: Only one phone number can be active for SMS 2FA at a time. By default, the number used at registration is set as the active SMS security method.
Troubleshooting SMS 2FA
If you have issues receiving SMS codes, follow the steps below and try again:
Log in to your Personal Area.
Go to My Profile > Settings > 2-Step Verification, click Edit, and confirm the security method is set to SMS.
Check the phone number is correct (it may be partially masked) and verify the country/region code. If the code is incorrect:
Switch the security method from SMS to another number;
Switch back to the target number and resend the code.
If traveling abroad, ensure roaming is enabled and local signal is available.
If the code doesn’t arrive promptly:
Wait ~5 minutes, then click Resend on the confirmation screen;
Keep at least 1 minute between attempts;
Try a different browser.
Clear browser cache/cookies and request a new code.
Before using Resend, try these network/device actions:
Toggle Airplane mode to refresh connectivity;
Restart your mobile device;
Test your SIM in another device.
If still unsuccessful, try an alternative verification method (e.g., automated voice call OTP if available).
Important: To avoid security lockouts, leave at least 1 minute between resend attempts.
If you see “You’ve reached the maximum number of attempts”, the system pauses verification for security reasons. The limit typically resets within 24 hours.
If SMS codes are frequently delayed, consider switching the method to push notifications under My Profile > Settings > 2-Step Verification (if supported) for better deliverability.
If the issue persists, please submit a ticket via Personal Area > Support Center so we can assist further.