Introduction
If you cannot log in because you are not receiving a password reset email or an SMS verification code, this guide can help you identify and resolve the most common causes. Follow the steps below to confirm your login details, check your account information, and try alternative verification methods if available.
Issue description
This issue occurs when a user is unable to access their account because the password reset email does not arrive or the two-factor authentication SMS code is not delivered. In some cases, the problem is caused by an incorrect login URL, an incorrect email address or phone number, or a device or carrier issue.
Signs
You do not receive the password reset email after requesting it.
You do not receive the SMS verification code needed to sign in.
The login page says the credentials are incorrect, even though you believe they are correct.
Your authentication app is not being used as an alternative verification method.
Basic troubleshooting steps
Confirm you are using the correct login URL for your account.
Make sure you are entering the correct username, email address, and password.
Check your spam, junk, promotions, or other filtered folders for the password reset email.
Verify that the email address on the account is the one you are checking.
Confirm that the phone number on the account is correct, including the country code.
Make sure your device date and time are set correctly, especially if you use time-based codes.
Step-by-step instructions
Step 1: Verify the login page and your credentials
Go to the official login page and confirm that the web address is correct. Then enter your login details again carefully. If you are unsure whether your password is correct, use the password reset option to create a new one.
Step 2: Check for the password reset email
After requesting a password reset, check your inbox and all filtered folders, including spam, junk, promotions, and updates. Allow a few minutes for delivery. If the email still does not appear, confirm that the email address on the account is correct.
Step 3: Confirm the email address on the account
If you have access to another sign-in method or account settings, verify that the email address associated with the account is the one you are checking. If the address is outdated or incorrect, update it if possible, then request the reset email again.
Step 4: Troubleshoot SMS verification code issues
If you are not receiving an SMS code, confirm that the phone number on the account is correct and includes the right country code. Make sure your phone can receive text messages, has a strong signal, and is not blocking messages from unknown numbers. If your device uses time-based verification, ensure the date and time settings are set automatically and are accurate.
Step 5: Use an authentication app if available
If SMS verification is unavailable, use an authentication app as an alternative two-factor authentication method, if your account supports it. Open your authentication app, find the code for your account, and enter the current code before it expires.
Step 6: Contact support if the issue continues
If you still cannot log in after completing these steps, contact support for help. Include your account email address, the phone number on the account, a description of the issue, and any error messages you see so support can investigate further.
Summary
To resolve login issues caused by missing password reset emails or SMS codes, first confirm that you are using the correct login page and credentials. Then check spam or junk folders, verify the email address and phone number on the account, review your device time settings, and try an authentication app if available. If the problem remains unresolved, contact support for assistance.
Next steps
If you regain access to your account, review your security settings and update your recovery email, phone number, and authentication methods so you can sign in more easily in the future.
Additional information
For more help, see related articles about password resets, two-factor authentication, and account recovery.