If you are trying to verify your phone number or bank account, but you are unable to receive the text verification code to your phone, we have found that the following steps will resolve this for most agents:
1: Double-check that your phone is capable of receiving SMS (text) messages. If not, and you only receive messages via a texting app, then the code will not be able to arrive!
-If your device currently does not have SMS capabilities, we recommend using a different device with these capabilities to verify your account. You may try reaching out to friends or family members with an SMS-enabled device to help out (as long as they do not have, nor intent to create, a Field Agent account for themselves!)
2: Please confirm with your cellular provider that you do not have any spam blockers, toll-free blockers, or shortcode blockers on your cellular account. If you do, these will need to be removed from your cellular account in order to receive the verification code.
Note for T-Mobile Customers: We have found that the shortcode blocker issue mentioned above has most frequently come up for T-Mobile customers.
-To Resolve this issue the affected T-Mobile customer must call 611 directly from their T-Mobile device experiencing the issue - or if using another device, call 1-800-937-8997 - and request the "shortcode blacklist" to be removed from their account
If you are still unable to receive the code after following these steps, please contact our support team by clicking Submit a Request below!
Comments
4 comments
Please change my phone number to602-517-6641
Hi @sonianlevi77! You can edit and change your phone number in your app in the Account Tab > Settings > Contact Info.
If you have any issues with that, please feel free to send us a support ticket in the help center of your app! Thanks.
I cannot use my phone number for my new account because it is still attached to my old account.... Please allow me to move my number (4253154557) to my new account
@Matt, Thank you for your comment on this thread. We will create a ticket so that our Agent Ambassador team can assist you.
We look forward to serving you. In the future, for specific requests like this, you can feel free to submit a ticket in the Help Center of the app for a more direct channel to our Agent Ambassador team.
Thanks thanks!
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