While SMS verification is a secure and reliable security measure, you may occasionally run into technical difficulties that could prevent you from receiving the code or completing your payment. Below, we’ve outlined some common 2FA issues and their respective solutions.
I Didn't Receive the SMS Code
If you did not receive the SMS code, please check your phone for any service interruptions. If your phone is working normally and you still haven’t received the code, you can try the following steps:
- Ensure your phone number is entered correctly in your account Settings. For information on updating your phone number, please see: Updating your mobile phone number for 2FA.
- Request a new verification code by clicking Resend Code.
- Wait a few minutes, then check your message inbox again to ensure the SMS hasn’t been delayed.
If you continue to experience issues, please see: What should I do If I'm not receiving my 2FA/OTP codes?
The Code Doesn't Work
If the SMS code you received isn’t working, there are a few things to keep in mind:
- Ensure you’re entering the code exactly as it was received, paying attention to the digits, dashes, and any spaces.
- Make sure the code hasn’t expired. SMS verification codes are typically valid for a short period (5 minutes). If the code has expired, click Resend Code.
Seeing a magic link instead of an SMS code?
That’s expected when you’re signing in from a new or unremembered device, or when the login is challenged. Follow the magic-link steps in your email and click the most recent link on the same device/browser within 5 minutes.
- If the link opens in the mobile browser, tap Open in app from the email.
- If the link expired or you clicked an older email, re-send and try again (max 6 attempts, then a 15-minute cooldown).
- Still not receiving emails? Check Spam/Promotions; past bounces may place your address on a suppression list—sign in again to re-verify.
I Received a Code Without Requesting One - What Do I Do?
SMS verification codes may be sent upon logging into your Relay account, initiating payments, creating debit cards, updating your mobile phone number, or inviting team members to your account.
If you did not initiate any of these actions and receive a random SMS verification code, it is essential to act quickly.
- Do not enter the code if you didn't initiate any of these actions yourself. This will block any unauthorized payments, login attempts, or similar activities from being initiated.
- Contact our Customer Experience team immediately to report the suspicious activity so we can safeguard your account.