Skip to main content

Troubleshooting: Not Receiving MFA Codes (SMS or Email)

Users who are currently unable to log in because their MFA code is not arriving.

Alex Stewart avatar
Written by Alex Stewart
Updated over 2 weeks ago

If you are not receiving Multi-Factor Authentication (MFA) codes via SMS or email, follow these steps to diagnose and resolve the issue. We strongly recommend using an authenticator app for the most reliable experience.

Step 1: Immediate Checks

Before trying other solutions, perform these quick checks:

  • Check Your Spam/Junk Folder: MFA emails can sometimes be incorrectly filtered.

  • Request a New Code: Use the "Resend code" option on the login screen. Wait at least 60 seconds before trying again.

  • Verify Network Connectivity: Ensure your phone has a stable cellular signal (for SMS) or that you have a stable internet connection (for email).


Step 2: Common Causes and Solutions

If the immediate checks don't work, the issue may be related to your browser or delivery filtering.

1. Clear Your Browser Cache Your browser's stored data can sometimes interfere with the login process.

  • Clear your browser’s cache and cookies.

  • Close and reopen your browser, or perform a hard refresh (Ctrl+F5 or Cmd+Shift+R).

  • Try logging in again.

2. Try a Different Browser or Device This helps determine if the issue is specific to your current setup. If you can log in successfully on another device, the problem likely lies with your original browser or device settings.


Step 3: If You Are Locked Out or Issues Persist

If you are still unable to receive codes or access your account, you will need assistance to reset your MFA settings.

  • Use a Backup Code: If you previously saved your backup codes during setup, you can use one of them to log in.

  • Contact Heidi Health Support: If you do not have backup codes, you must contact our support team. For security, our team will need to verify your identity before they can manually reset your account's MFA configuration.


Preventing Future Issues: Switch to an Authenticator App

SMS and email delivery can be unreliable due to carrier or email provider filtering. An authenticator app is the most secure and dependable MFA method because it generates codes directly on your device, independent of external networks.

Once you regain access to your account, we strongly recommend switching to this method.

By following these steps, you can quickly resolve access issues and secure your account for the future.

❗ For detailed instructions on setup, please see our main guide listed below:

Did this answer your question?