2FA and account access troubleshooting guide

Introduction

This guide helps you resolve common two-factor authentication (2FA) and account access issues, including updating your phone number for verification codes and troubleshooting login problems after completing 2FA.

Issue description

Some customers are unable to receive verification codes on a new phone number after updating their contact details. Others can complete 2FA successfully but still have trouble logging in to their account.

Signs

• You are not receiving 2FA verification codes on your new phone number.
• You completed 2FA but cannot access your account.
• You are repeatedly prompted to verify your identity during login.
• Your updated phone number is not being recognized for verification.

Basic troubleshooting steps

Try these steps first to rule out common causes of 2FA and login issues.

• Confirm that your phone number has been updated correctly.
• Check that your mobile device can receive SMS messages or calls.
• Try logging in again after completing 2FA.
• Make sure you are using the correct account credentials.
• Wait a few minutes and request a new verification code if needed.

Advanced troubleshooting steps

Step 1: Update your phone number for 2FA

To update the phone number used for 2FA, provide your new number to the support team. They can update the number associated with your account so you can receive verification codes on your current device.

Step 2: Try logging in again after completing 2FA

If you successfully complete 2FA but still cannot access your account, try logging in again. In many cases, the session will complete normally on a second attempt.

Step 3: Contact support if the issue continues

If you still cannot receive verification codes or continue to have login issues after retrying, contact support for further assistance. Include your updated phone number and a brief description of the problem so the team can help you faster.

Contact support

If the steps above do not resolve the issue, please contact support for help with updating your 2FA phone number or restoring account access.

Additional resources

For related help, see [2FA setup article], [account access article], or [support contact page].

Conclusion

If you need to update your phone number for 2FA, send your new number to support. If you can complete 2FA but still cannot log in, try again first. If the problem continues, contact support for additional help.