If you do not receive a verification code by SMS when you are trying to authorise an account action, there are a few things you can try to troubleshoot this SMS issue:
- Confirm that your security type is SMS by logging into your Personal Area, and clicking on Settings > Security Settings and see what is listed under Verification Method; the number where you want the SMS to be sent to should be displayed. If it shows an email address or a different phone number, then click Change to set your Security Type.
- Make sure that the phone number has the correct international format - it may be that the country code has been automatically matched with your registered country of residence, and your actual number isn’t registered correctly. If this country code is not correct, change the phone number following the process in point 1, and try to resend the SMS.
- Wait a bit longer and if the message doesn't arrive within 5 minutes, click Resend the Message on the confirmation screen. You can safely repeat this request 2-3 times.
- Turn your phone off and on again, and click Resend the Message.
- Toggle your data and/or airplane mode on your mobile device to refresh the connection, and click Resend the Message.
- Clear your browser's cache and cookie files and try again. You can also try using a different browser.
- Put your SIM card in a different phone and try Resend the Message again.
If your current registered mobile number continues to present this issue, consider using a different one to see if the problem persists. Follow the link for more about how to change your account phone number.
If none of the above suggestions solve the problem, don’t hesitate to contact our Support Team who are happy to provide further assistance.