Troubleshoot: 2-step verification

(If you're using 2-step verification (2SV) and having trouble signing in to your account, review the troubleshooting steps below for solutions to common issues.)

I'm not receiving a verification code

If you’re not receiving 2SV codes on your phone, try the following:

• Make sure your carrier isn't blocking +27.. . (number to be changed)
• Check that your phone software is up to date.
• Disable any apps filtering or interfering with incoming SMS messages.
• Restart your phone and try resending the 2SV code.
• Verify that your device has notifications turned on.
• Turn off Do not disturb.
• Make sure you have a device signal and stable Internet connection.

I don't have the device I set up for 2SV

If you lost your phone or just don’t have it with you, try signing in to your account using a backup 2SV method. If you don't have a backup 2SV method set up, cancel 2-step verification instead  instead.

1. Sign in to your Wurk account.
2. When prompted for your 2SV code, select Having trouble signing in. If you don't see more than one option for 2SV, you don't have a backup method set up in your account.
3. Select a backup method, then select Continue and complete the 2SV verification process.

I changed my phone number and want to add it

Your phone number in your Wurk My Profile  page and 2SV are separate. Any changes to your profile don’t automatically sync with 2SV, which means your phone number needs to be updated in both places. If you changed your phone number but didn’t update it for 2SV, you can sign in to your account using a backup 2SV method.

If you don’t have a backup method, you can't update your phone number for 2SV until you submit a request to cancel 2-step verification.

I got locked out of my account

If you tried to "resend code" too many times, you'll get an error message that says, "To protect your account, we locked this verification method for 24 hours due to too many code requests." Wait 24 hours and try again.

I'm using a phone number based in South Africa and I'm not getting the codes

Our text message provider Twilio might have problems reaching you.

Related step

• If you tried these steps but are still having issues with 2SV, submit a request to cancel 2 step verification

More info

• Find out more about 2 step verification.

What is 2-step verification?

2-step verification (2SV, also known as two-factor authentication) adds security by requiring an extra step when you sign in to your account or try to edit sensitive information like your password. We support these 2SV methods:

 Note: Changes to your profile in your Wurk My Profile  page don’t carry over to 2SV. If you set up text messages for 2SV but change your phone number later on, make sure to update your number for 2SV.

Set a backup 2SV method

We highly recommend setting a backup 2SV method. If you lose access to your primary 2SV method before you can remove it from your account, you can still use the backup to access your account. When you enable 2SV, set the backup at the same time.

For best results, set your backup on a different device. For example, if SMS text messages is your primary 2SV method, set an authenticator app as the backup method.

More info

• Enable primary and backup 2SV methods.
• Cancel 2SV at anytime at anytime.
• Here's what to do  if you didn’t receive your 2SV code