Troubleshooting 2-Factor Authentication

2-factor authentication  is turned on by default to help keep your account secure. This provides an extra layer of protection for your Text-Em-All account.

With 2-factor authentication, you need your username, password, AND a one-time passcode to log in to your account. This passcode is sent to the email address or phone number on your account profile, and you can choose to receive it by email, text message, or phone call. In this article, you'll learn how to troubleshoot 2-factor authentication issues so you can log in to your Text-Em-All account.

I'm not receiving my 2FA code

The fastest way to get logged in is to try a different delivery method. On the 2FA prompt, click "Didn't get a code?" then click "Try a different way" to choose another option (email, text, or phone call) to receive your code.

After you're logged in, please reach out to our support team at support@text-em-all.com and let us know which method didn't work for you. That helps us investigate on our end and identify any delivery issues happening within our system.

If you'd like to keep using your preferred method, here are some things to check:

For email:

• Make sure you're checking the correct email inbox.
• Check your spam or promotions folder.
• Save no-reply@auth.text-em-all.com as a contact in your email account.
• Whitelist @auth.text-em-all.com in your email settings.
• If you're a user (not the account owner), reach out to your account admin. It's possible your email address was misspelled when your login was created.
• Your username may NOT be the email on file for the account. When creating a new account, we default the username to the account email. However, it is possible to change the email on file for the account, meaning your username and email may not be the same. 2-factor authentication always uses the email associated with your account, not your username.

For text message:

• Make sure the phone number on your profile is a mobile number that can receive text messages. Landlines and most VoIP numbers cannot receive 2FA texts.
• Confirm you haven't blocked or filtered messages from short codes or unknown senders on your phone.
• If your phone number has changed, you or your account admin will need to update it in Settings > Profile.

For phone call:

• Make sure your phone is on and able to receive calls.
• Confirm you don't have call blocking enabled that might filter unknown or automated callers.
• If your phone number has changed, you or your account admin will need to update it in Settings > Profile.

I lost access to the email or phone on my account

If the account has another Account Owner or Admin, they can help you regain access. The admin will need to log into their own account and edit your user information or create a new user with an email and phone number you have access to.

If you're the only Account Owner or Admin on the account, please contact our support team at support@text-em-all.com and we'll guide you through verifying your identity and regaining access securely.

I'm required to complete 2-factor authentication too often

By default, Text-Em-All remembers your device to help reduce the number of times you need to complete 2-factor authentication. After a set period, or if you swap browsers or devices, you'll be asked to verify via 2-factor authorization again.

• Don't use incognito mode: If you're in incognito mode, we can't remember your device. Try using your normal browser window.
• Clearing browsing data: If you clear your browsing data, you'll need to complete 2FA again the next time you log in. If you access Text-Em-All on a different or new unknown device, you'll always be asked to complete 2-factor authentication.
• Browser extensions or privacy-focused browsers: You may have browser extensions or use a browser like DuckDuckGo that prevents us from remembering your device. In these cases, try disabling the extensions or whitelisting Text-Em-All.
• Reinstalled browsers: If your browser has been removed and reinstalled, Text-Em-All will no longer recognize it as a remembered device, and you'll be prompted to complete 2-factor authentication again.
• Reset or corrupted browser profile: If your browser profile is reset or becomes corrupted, you may lose the saved information that allows Text-Em-All to remember your device, which means you'll need to re-enter your 2-factor authentication code.