I’m not receiving my verification code. What should I do?
If you’re having trouble receiving multi-factor authentication (MFA) codes via text message when logging into the client portal, don’t worry — there are a few quick options you can try, including a new email-based verification feature.
Can I receive my verification code by email instead?
Yes! To help reduce delays caused by mobile carriers, clients now have the option to bypass SMS entirely.
On the verification screen:
Click “Send code via email instead”
A verification code will be sent directly to the email address associated with your client portal access
This is the fastest workaround if SMS codes are delayed or not arriving.
Note: If you are not receiving the email you may not be configured for Client Portal Access or you may be entering an unknown email or incorrect SSN. If so, you will receive the following error message. Please reach out to your CPA firm for assistance.
What should I do if I’m not receiving SMS codes but don't have access to my email?
1. Connect to Wi-Fi
Switching to a reliable Wi-Fi connection may help bypass mobile carrier delays that can interfere with SMS delivery.
2. Restart Your Phone
If multiple code requests have failed, restarting your phone can reset the messaging service and clear temporary carrier blocks.
3. Text “START” to Re-Enable SMS Messages
If you previously texted “STOP” to the number that sends your verification codes, your phone number was automatically opted out of receiving messages.
To re-enable SMS delivery:
Send “START” to the number you receive the code from
Important: The Firm360 Support team cannot send “START” on your behalf. This is a carrier-level setting that must be updated by the phone owner.
4. Verify the SMS Sending Numbers
Verification codes are sent from one of the following SMS-only numbers:
252-588-5772
252-888-0018
These numbers do not accept incoming calls.
5. Check for Mobile Carrier Outages
SMS delays can sometimes be caused by temporary outages or disruptions with mobile carriers. Checking your carrier’s status page may help confirm the issue.
What if I’m still unable to log in?
If you’ve tried the steps above — including the “Send code via email instead” option — and are still unable to log in, please contact your CPA firm for further assistance.
We appreciate your patience as mobile carrier-related issues are resolved.