My SMS verification code is not working

Note: In an effort to provide increased account security, Uphold has implemented a Time-based One-Time Password (TOTP) algorithm for Two-Factor Authentication. Read more about the benefits of TOTP and how to set up Two-Factor Authentication on your Uphold account using the mobile app or web app.

You will need to download and use the Authy app to receive secure single-use push notifications. Authy is a free two-factor authentication app that many Uphold members have already been using as an alternative to SMS and provides members with an extra layer of security.

To download the Authy app for your internet connected device simply click on the links below:

Once downloaded, you will want to use the same phone number associated with your Uphold account, this will enable the Uphold platform to recognize your account and streamline the process. 

If you are having issues with the verification code, or are unable to receive it here are a few common troubleshooting tips:

I'm having problems installing the Authy App:

Learn how to set up Two-Factor Authentication on your Uphold account using the mobile app or web app. If you have any questions regarding this topic or if you require further assistance please contact our support team.

The Verification code from Authy is not working:

Make sure that you are using the same phone number and email associated with your Uphold account. If you are and continue to have issues, please contact our support team sending a screenshot of the configuration you are currently using on Authy (Settings > My Account).

Uphold entry doesn't show on my Authy App:

Make sure that you are using the same phone number and email associated with your Uphold account. If you are and continue to have issues, please contact our support team sending a screenshot of the configuration you are currently using on Authy (Settings > My Account).

I no longer have the same phone number:                                     

If you changed your phone number and you don't have access to the phone number registered with your Uphold account, please visit our FAQ for instructions with instructions on how to update/change your phone number. 

I'm using a landline or a Google Voice Number:

Authy does not fully support landlines, if for some reason the phone call initiated by Authy does not go through, you may be temporarily locked out of your account until our team can verify your identity and update your ability to authenticate your account. If you already registered a landline, please consult the following FAQ for instructions on how to reset your phone.

Google voice numbers are also not recommended. More information can be found here.

If you have any questions regarding this topic or if you require further assistance please contact our support team

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