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.
Key Points
Try another method, request a fresh code, or use a recovery code if your usual two-step verification method isn't working.
If your device isn't being "remembered" between logins, clearing your browser's cookies and cache usually fixes it.
Lost access to all your verification methods? Contact the Support Team through the lockout form.
Adding multiple verification methods reduces your risk of getting locked out.
Before you begin
⭐ Note: Not seeing a verification prompt? If Grow Therapy recognizes your device and browser, you won't be asked to verify on subsequent logins. This is expected behavior.
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, select 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.
Select Resend on the sign-in screen.
Still not receiving the code? Select Get a call to receive the code via voice, or select Try another method to switch to an authenticator app or backup code. 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.
"Remember this device" is not sticking
"Remember this device" is not sticking
If you're being asked to verify every time you log in, even after selecting the option to be remembered for 30 days, try these steps:
Clear your browser's cookies and cache, then fully restart your browser before logging in again. Learn how to clear your cookies and cache.
Log in again and select the option to be remembered when prompted.
🌟 Note: Being remembered on your device is a convenience setting, not a way to turn off two-step verification. Two-step verification will still apply; this only affects how often you're asked to re-verify on that specific device and browser.
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.