Why isn't the verification code arriving on your phone: a complete guide to troubleshooting the issue

The issue of not receiving a confirmation code on your phone can prevent access to your cryptocurrency platform account. This may be caused by various reasons—from technical glitches to network connection problems. In this guide, we will review the most effective troubleshooting methods.

Check Mobile Network Status

Unstable or weak mobile network coverage is one of the main reasons for delays or complete failure in receiving SMS messages. Make sure you have at least 2-3 signal bars. Try moving to a different location or switching to another network (if available). Restarting your phone often helps to reconnect to the carrier’s network and restore a stable connection.

Clear Storage and Check Filters

Full SMS storage can block the receipt of new confirmation codes. Delete old messages and clear your inbox. Also, check whether security apps on your smartphone (antivirus, spam filters, blacklists) are blocking incoming SMS from unknown numbers. Temporarily disable these filters or add the sender’s number to the whitelist.

Check SIM Card Settings

If your phone supports dual SIM cards, ensure you are using the correct slot with an active plan. Try swapping the SIM card to another slot or inserting it into a different phone and attempt to receive the code again. This will help determine if the issue is due to incorrect placement or device-specific settings.

Contact Your Mobile Operator

Sometimes the problem lies with the operator. Contact your mobile carrier’s technical support and clarify:

• Is your phone number active in the system
• Are there any restrictions on receiving short confirmation codes
• Are incoming SMS blocked on your plan
• Are there any restrictions applied to your account

Use Alternative Verification Methods

If the confirmation code still does not arrive, try other identity verification methods—via email, authenticator app, or two-factor authentication through an app. Many platforms offer multiple verification options for user convenience.

Contact Support

If none of the above solutions resolve the issue, send a detailed message to customer support. Be sure to include your unique user ID (UID) and all actions taken. Support specialists can check your account on the server side and assist in restoring access to the confirmation code.