Not receiving your verification code can be an occasional problem, depending on the type of issue you are experiencing. The issue is typically related to your mobile device and its settings. Here are some suggestions that we recommend for remediation:
Troubleshooting
You may take the following steps to attempt to remediate if you are not receiving SMS:
Restart your mobile device.
Verify that your mobile number is correct.
Verify that your notifications are turned on. Ensure that notification modes are allowed on your text messaging app.
Ensure you have a device signal and Internet connection.
Turn off "Do not disturb."
Ensure that you are able to send and receive text messages.
Check your battery-related settings. Try turning off battery optimization for your messaging app.
Disable any third-party security apps. Some phone security apps block text messages and phone calls from unknown callers. A security app might prevent your phone from receiving the verification code. Try disabling any third-party security apps on your mobile device, and then request that another verification code be sent.
Some third-party OTP providers recycle short or long codes - if you have a phone number blocked that the third-party OTP provider is attempting to re-use, you may not receive SMS messages from EquityMultiple. We advise unblocking these numbers, and attempting to resend an SMS to the desired phone number.
Reach out to your carrier to ensure there are no account blocks for OTP codes.
If you are still experiencing problems attempting to log in or set up two-factor authentication, please reach out via the EquityMultiple chat logo at the bottom-right of your screen.