If you're stuck on the two-step verification screen while logging into your client portal, don't worry. This guide outlines steps you can take to resolve issues with missing codes, backup methods, and account access.
Before you begin
Before you start troubleshooting, confirm the following:
1) You're using the correct device and verification method. To switch to a different method you've already added, such as text, an authenticator app, or a backup code, click Try another method on the two-step verification screen. Click here to learn how selecting a default verification method can streamline the login process.
2) You're entering the correct code. Verification codes expire quickly. If the code doesn't work, please request another and ensure you use the most recent version.
Troubleshooting tips
Phone method
Phone method
If you've opted to verify your identity via text message (SMS), try these steps:
Make sure your phone is turned on and has a strong signal.
Confirm that the last four digits of the number match your current device.
Wait a moment—SMS messages can sometimes encounter delays. Allow up to a minute before resending the code.
Click Resend on the sign-in screen.
Still not receiving the code? Click Get a call to receive the code via voice, or select Try another method to switch to an authenticator app or backup code.
If you chose to receive your verification code via phone call and didn't get it, repeat the steps above. You can also restart your phone to refresh your connection.
Authenticator app method
Authenticator app method
If you've opted to verify your identity using an app, please try these steps:
Restart your device. A quick reboot can often resolve sync issues.
Check your phone's app store to ensure your authenticator app is current. If an update is available, install it and try again.
If you can't access your authenticator app, refer to the recovery steps from the app provider (e.g., Google Authenticator, Duo Mobile, or Okta Verify).
Recovery code method
Recovery code method
When you enabled two-step verification, you received a one-time recovery code. If your usual methods (like SMS or an authenticator app) don't work, enter the recovery code on the two-step screen to regain account access.
Additional support
If you've lost access to all your two-step verification methods, including your recovery code, please use the Contact Us page to contact the Support Team. Specifically, please fill out this form. As part of the process, you must verify your identity for security purposes.
💡 Tip: Add multiple verification methods to reduce the risk of being locked out. A backup ensures you can still sign in if one method becomes unavailable. Learn how to add two-step verification methods here.