What can I check to see what went wrong?
If you’re not receiving a code on your phone, there are several things you can check to identify the issue:
- Our code will come from 67669. This number is not the code. Be sure to open the SMS text message to view and obtain the underlined six-digit code.
- Verify your phone number is correct. If you are logged into online banking, go to Settings>Contact. Make sure the phone number is correct, it is listed as a mobile device, and is confirmed to receive SMS text messages. If you are unable to login to online banking, verify the phone number we are sending the code to has the correct last four digits.
- Make sure your device is not blocking calls or SMS texts coming from 67669. Navigate to “Settings” on your mobile device and check under “Apps” and “Messages” and “Blocked Contacts” to be sure your device is not blocking number 67669.
- Check your phone’s “Settings.” Make sure that you have allowed notifications and SMS text messages from our app. You can usually find these settings under the “Notifications” or “Messages” section.
- Check your mobile network connection. Make sure you have a stable internet or data connection on your phone. If you’re in an area with poor signal strength, try moving to a different location or connecting to a Wi-Fi network if available.
If you have tried the above steps and still cannot receive the code, it’s possible there may be an issue with your mobile service provider. Reach out to them to inquire if there are any restrictions or issues with receiving SMS text messages or verification codes.