If you're not receiving your SMS verification code, there are a few things to check before reaching out to support.
Instructions
To troubleshoot a missing SMS verification code, work through the following steps in order.
- Check your phone's spam or blocked messages folder. Some messaging apps filter verification texts into a separate folder automatically.
- Check that you're receiving text messages from other senders to rule out a phone service outage.
- Click Resend code on the verification screen to request a new code.
- If you have your Recovery Code saved, you can use that to log in instead. Select Use recovery code instead on the verification screen.
- If you're logged into Jane on another device, log in on that device and disable 2-Step Verification temporarily from your My Account area.
- If a Full Access user is available, ask them to disable 2-Step Verification on your profile so you can log in.
- If you've also set up an authenticator app, select Try another way on the verification screen to use that method instead.
📣 Heads up: If none of the above steps work, contact our Privacy and Security team at [email protected].
What to Expect
Once you've regained access to your account, make sure your mobile number is up to date in your Staff Profile and consider setting up the authenticator app verification as a backup method.
Important Notes
- SMS codes expire after just over 5 minutes. If your code has expired, click Resend code to request a new one.
- If you're travelling and can't receive SMS messages, the authenticator app option may be a more reliable alternative.