Overview

OnBoard supports two-factor authentication codes through an authenticator app, SMS text message, or email. Your two-factor code will be delivered to your email associated with your OnBoard account if no other authentication methods have been setup. If your code is delayed, does not arrive, or is rejected, this article explains what to check and how to request a new code.

This applies to OnBoard on the web and mobile app.

Errors you may see

You may see one of these messages:

• “The code you have entered is incorrect, please try again.”
• “Verification failed. Double check the code or request a new one.”
• “Your verification code has expired.”
• “Verification Code is not valid.”
• “Verification code failed to send. Please try again.”

Symptoms

• Your verification code never arrives.
• Your verification code arrives too late.
• Your verification code is rejected as incorrect, expired, or invalid.

Cause

SMS and email delivery can sometimes be delayed, blocked, or filtered. Verification codes are also time-sensitive for security.

The 15-second countdown shown after a code is sent is the wait time before you can request a new code. Once you receive a code, you have 15 minutes to enter it.

Resolution

If you requested multiple codes, wait a moment for the newest message to arrive. Use the most recent email or text code you received, since older codes may no longer be valid.

Troubleshooting steps

1. If your SMS code never arrives, confirm that the mobile number in your profile is correct and can receive text messages. You may need to request your administrator disable two-factor for your account temporarily to log in and verify your phone number.
2. Check your text message spam or blocked messages folder. Some phones or carriers may filter verification messages.
3. Request a new code after the countdown finishes. The countdown only controls when you can request another code; it does not mean your current code expires after 15 seconds.
4. If your email code never arrives, check your Spam, Junk, and Quarantine folders. You may also need to contact your IT team to confirm emails are not blocked from OnBoard.
5. If you requested more than one code, wait briefly and enter the most recent code from the latest email or text message.
6. If you lost access to your two-factor authentication method, such as after getting a new phone or phone number, contact your administrator. They can temporarily disable two-factor authentication so you can sign in and change your authentication method.

Related Guides

• Logging in with Two-Factor Authentication (Web)

• Setting up Two-Factor Authentication (Mobile)

• Managing Your User Profile & Settings