Audience: All users with 2FA enabled
Summary: This article covers troubleshooting methods one can use when having difficulty receiving their two-factor authentication (2FA) code.
Introduction and recommendations
If you're reading this article, you or a colleague are probably trying to log into MineralTree and getting stuck at the 2FA prompt because the 2FA code isn't coming through.
We recommend using the following troubleshooting methods in this order:
- Switch from SMS 2FA to voice 2FA
- Check your phone's blocklist for MineralTree's 2FA numbers
- Restart your phone
Switch from SMS 2FA to voice 2FA
Once your reach the 2FA prompt, click on "Change Security Method."
Click into the dropdown menu, select whichever a "Voice" option, and then hit save.
Why does this happen/work?
When MineralTree sends a 2FA code via SMS, that code must go travel through your carrier network to reach you, and sometimes that network is busy or otherwise disrupted such that the message cannot reach you in a timely manner.
MineralTree Support has witnessed this type of issue most frequently, typically impacting certain carriers (e.g. T-Mobile, Verizon, etc.) in certain regions for incidents that are typically resolved within a day.
Fortunately, these issues are typically isolated to just SMS transmission, hence allowing you to bypass the issue by switching to voice 2FA.
Check your phone's blocklist for MineralTree's 2FA numbers
The steps required to check your blocklist will vary by the type of phone you're using. If you're using a smartphone, you can use one of the below links for assistance in reaching your blocklist:
Once you reach the blocklist, check for the following numbers and unblock them if they are blocked:
- (855) 718-0245
- (855) 767-0169
Why does this happen/work?
MineralTree Support has occasionally observed incidents of our 2FA numbers being blocked by users' phones. Reportedly, those users didn't recall blocking our number.
This suggests our phone number is typically blocked due to one of the following reasons:
- accidental block by the user
- automatic block by the phone or carrier
Restart your phone
Turn your phone off and then back on again.
Why does this happen/work?
Restarting your phone resets certain configurations + conditions which may be causing a problem. This method isn't often the solution, but if you've exhausted the other troubleshooting methods with no resolution, then it's worth a shot.