Troubleshooting
What to check when a verification SMS does not arrive
A missing code can involve the rental status, the number entered, the inbox view or the sending service. Work through these checks before requesting more codes.
Updated
Start with the account and destination
Confirm that the number is active
Open My numbers and check its status and access date. A payment still being confirmed, a number being prepared or an expired rental is different from an active inbox waiting for a message.
Check the number you entered
Compare it with Copy number in your account. If the sending form has a separate country selector, choose the United Kingdom and check that +44 has not been included twice.
Open the correct inbox
Use Open inbox on the matching number. Clear the search text and check Filter by number so a received message is not hidden by the current view. Search covers only messages already loaded, not a complete account archive.
Check for an account loading error
Use the retry control if the page reports an error loading numbers or messages. An unsuccessful refresh is not evidence that the sender failed to send an SMS.
Read the sender’s response
A service may reject a number, delay a message or limit repeated attempts. Follow the timing and recovery options shown by that service rather than repeatedly requesting new codes.
Match what you see to the next check
The app distinguishes an empty inbox from a failed load. The exact message on screen helps decide which check to make next.
| What you see | What it tells you | What to do |
|---|---|---|
| Ready for your first message. | The current inbox has no received messages to display. | Check that the sender used the active number and actually sent an SMS. |
| No messages found. | The current search or filters did not match a loaded message. | Choose Clear filters and check the correct number again. |
| Your inbox could not be loaded. | The app could not retrieve the inbox. | Choose Try again; check your connection and sign-in if the error continues. |
| The sender says the number is not accepted | The sender is refusing the destination before delivery. | Follow that service’s supported verification or account recovery options. |
An active rental does not guarantee a code
Each sender or service decides which numbers it accepts. Verification and delivery are not guaranteed.
Some account flows use an in-app notification, email or a different verification method instead of SMS. Check which channel the sending service says it used.
If another ordinary SMS has reached the same active number, that is useful context for troubleshooting. It does not establish compatibility with every verification service.
Before you request another code
Should I keep pressing resend?
Follow the sender’s waiting period and attempt limits. Repeated requests can make it harder to identify the current code; if several arrive, use the instructions shown by that service.
Will buying a second number fix this?
Another purchase cannot guarantee delivery or acceptance. Check your existing rental, inbox and the sender’s requirements first.
What if the SMS was sent before activation or after expiry?
Only messages received within the active access period belong to that rental’s inbox. A new rental does not bring back messages from an earlier or inactive period.
Give support the details that narrow the issue
In My account, open Contact us and describe the issue. You can also use the contact page below. A useful request identifies the attempt and the screen you checked without including the verification code.
Sender and timing
Name the sending service and the approximate time and time zone of the attempt. State whether it said the message was sent or showed an error.
Rental and inbox state
Include an order or rental reference if you have one, the status you see in My numbers and any loading error in Inbox. Mention whether other SMS reached this active rental.
Checks already tried
Say whether you checked the destination, cleared filters and retried a failed load. Do not include passwords, verification codes, full card details or unrelated private messages.