What is a verification code and why do I need one?
A verification code is a short 5-digit number sent to your mobile phone by SMS. It is used to confirm your identity at certain points. For example, you may be sent one when logging in, setting up your account, or registering using your email address.
Once you receive the code, enter it into the field on screen and tap Confirm or Submit.
 Tap Send SMS code |  Receive SMS, enter code |  Tap Confirm |
When are codes sent?
You may be asked to enter a verification code when:
I haven't received my code
If your code hasn't arrived, try the following:
Wait a moment
Codes usually arrive within a minute. Allow at least one minute before trying again.Check you have mobile signal
Make sure your phone has reception. If you are in an area with poor signal, move to a better location and try again.Tap the “Resend SMS Code” or the “tap here” buttons to request a new code.
Wait at least one minute after tapping it before checking again.
 Example tap here button |  Example Resend SMS code button |
Check the correct mobile number is registered
The code is sent to the mobile number you used when you registered. If you have changed your number since then, your old number may still be on file. Contact your healthcare provider to update it, or reach out to us via the chat button.Check your messages aren't being blocked
Some phones filter unknown senders. Check your spam or filtered messages folder. If you are using an iPhone, check Settings → Messages → Unknown & Spam.
My code isn't working
"Invalid verification code, try again."
You may have entered the code incorrectly. Check the SMS again carefully and re-enter it. Codes are 5 digits - make sure you haven't included any extra spaces or characters.
"Verification code expired. Please try again."
Codes expire after 5 minutes. If too much time has passed, tap Resend SMS code to get a new one and enter it promptly.
"Too many tries. Please try again later."
After several incorrect attempts, you will be temporarily locked out for security. Wait a few minutes, then return to the login screen and start again.
 Example of trying too many times |  Error example during DoB login |
Frequently asked questions
Can I use the same code if I request it again?
If your original code has not expired (within 5 minutes), requesting a resend will give you the same code. A brand new code is only generated once the previous one has expired.
I keep getting the code but it keeps saying it's wrong.
Make sure you are entering the most recent code - if you requested multiple codes, only the latest one will work. Also check you are entering exactly 5 digits with no spaces or other characters.
I don't have access to the mobile number I registered with.
Contact your healthcare provider to let them know your number has changed. You can also reach us via the chat button and we can help point you in the right direction.
My phone number is correct but I still can't receive SMS.
Some carriers or prepaid numbers can have issues receiving automated SMS messages. Try moving to an area with better signal, or contact us via the chat button for further help.
Still having trouble? Tap the chat button in the bottom right corner of the screen to contact our support team. We're happy to help.