Help with SMS Authentication

How do I set up SMS Authentication?

If you’re creating a new account, you’ll have a chance to add authentication when you register. If you already have an account, you can add authentication on the account management page by following these steps:

  1. Click the “Security” link at the top of the page, then “Edit” on the left side next to “2-Step Verification.”
  2. Select your phone’s region from the drop-down menu and enter the full phone number (including area code) in the box.
  3. Select “Text Message” or “Voice Call” to choose how your security code will be delivered.
  4. Click “SEND VERIFICATION CODE” to have the code delivered to your phone (it generally takes less than a minute to arrive).
  5. Once you get the code, enter it in the box and click “NEXT.”
  6. Click “FINISH” to complete the process and return to the account management page.

How can I remove SMS Authentication from my account or change the phone number I use to authenticate?

If you still have access to your old phone, you can remove SMS authentication from the account management page by following these steps:

  1. Click the “Security” link at the top of the page, then “Edit” on the left side next to “2-Step Verification.”
  2. Click “UNLINK YOUR PHONE” to have a new security code sent.
  3. Enter the new code, then click “NEXT” and “FINISH.”
  4. To keep your account secure, click “Edit” on the left side next to “2-Step Verification” again to set up a new authentication method.

If you lose your phone or change numbers, just contact our Support department for help changing your Authentication options.

What if I didn't receive a code when I should have?

Sometimes your code may be delayed, either due to problems with your phone service or an error with the authentication system. If this happens, don't try repeatedly re-sending your request for a code immediately. Instead, wait at least ten minutes and try again. If you're still unable to get a code, you can either wait longer (we’ve had reports of codes suddenly delivering after an hour or so) or contact our Support department for help changing your Authentication options. If you end up not needing our help because you get your code while waiting for a reply, just let us know.

How come I’m not prompted to authenticate every time I log in?

Once you authenticate a network, it’s saved as an authorized network for your account and you won’t be asked to authenticate it again. You can view a list of all your authorized networks in the Security section of Account Management. You can also remove previously authorized networks from this list, which will prevent access to your account from those networks unless another security code is entered.

I tried to set up SMS Authentication on my account, but I got an error message.

If you see a message asking you to wait five minutes and try again, it generally means that there have been too many recent attempts to send security codes to the number you're using. Waiting five minutes before trying again should resolve this error.

 

You may see an error if our system can’t deliver an authentication code to the number you entered. If the number you’re using is for a regular cell phone or land line, double check the number for accuracy. If the number is for a different kind of phone service, it’s probably not compatible with our system. You can try a different number, or check out the Authenticator App for another great way to protect your account.

Can I use the same phone number to authenticate multiple accounts?

Yes! You can use the same phone number for as many accounts as you like.

Can I use SMS Authentication with a land line or online phone service such as Skype?

Land lines can be used with the voice message option, but online phone services such as Skype won’t work with the system. 

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