Knowledge Center

Account & Security: Not received SMS for 2-factor authentication

If you have not received your SMS and you have already read the guide please read the instructions below:

  • Make sure the number you have entered is correct.

  • Make sure you are sending to a mobile/cell number not a landline.

  • Check that the phone you are sending to is turned on.

  • Ensure that the phone is not roaming off network. We cannot guarantee message delivery on roaming phones.

  • Try rebooting the phone and request a new SMS.

  • Try sending to a different phone number.

If you still do not receive the SMS, we can try running a live test (with your permission).  To do this please raise a support ticket requesting this and let us know the number you are using.