In order for two-factor authentication to work successfully, you must be able to receive a verification code via a phone (SMS or voice call), or an authenticator app like Authy. This verification code is the second layer of authentication in addition to your password. If you are unable to receive the verification code on your device, or have lost your phone and are locked out of your Twilio account, you may reset two-factor authentication on your account using your recovery code.
How do I access my account without my phone?
You can access the console without entering the verification code you normally receive on your phone by using the recovery code you received when you first enabled 2FA.
- Login to the console using your Email Address and Password.
- When prompted to enter the 2FA verification code, click Try another method > Recovery code.
Notice: If you have a Do not Disturb feature enabled on your phone, you will not receive a notification for the delivered code. Be sure to check your messages for this code if you are requesting a code while your phone's Do not Disturb feature is active.
- Enter your recovery code, and then click Continue.
- Copy new recovery code generated and click "I have safely recorded this code" then click Continue.
Lost recovery code
If you are unable to login to your account, and have lost your recovery code, we have a manual identification process to help regain access to your account. To get started, access our Support Help Center site where you can submit a help request directly to our Support team, without needing to login. Here are the instructions:
- Log out of Twilio by going to https://www.twilio.com/logout.
- Visit our Support Help Center site at https://support.twilio.com/hc/en-us.
- From the top navigation bar, click Talk to Support.
- A site help widget will pop-up on the page that says "Hello, how can we help?" Enter your desired search query, and then press the Return key.
- Review the results of your query. If this does not resolve your issue, scroll to and click No, show me more.
- Review the new search results that are displayed. If your issue is still unresolved, scroll to the Still need help section and select the appropriate option:
- Rephrase question: Return to Step 3 above, and enter a new query.
- Contact support: Create an un-authenticated Support request for this issue.
Notice: When submitting an un-authenticated Support request in this manner, our Support team may not have the full details of your account. Please ensure your request includes a valid email address, Account SID, and any other information you think may be needed. This helps us route your ticket appropriately, and investigate right away.
Common 2FA Errors
If the below suggestions do not help, please use the process above, and visit our Support Help Center site to submit a request with the details of your issue.
Stuck in 2FA Loop
Users who have previously logged in to Twilio Console successfully may be see the 2FA verification prompt when attempting to submit an unauthenticated (not signed-in) support request. Users who are unable to login to their account, and stuck in this loop, can resolve this issue by clearing their internet browser cache.
Verification code did not match
- Clear your browser cache/cookies
- Request the code once and wait up to 5 minutes to see if there is a delivery delay (please note the delay time and the code received), when using SMS.
- If the issue persists, try a different 2FA method:
- Authy app: Receive 2FA authentication codes via the Authy app.
- Voice message: Receive 2FA authentication codes via an automated Voice call.
"You have reached the limit to resend the code. Please use another method or try again later."
- If you reached the limit to resend the SMS code, try a different 2FA method:
- Authy app: Receive 2FA authentication codes via the Authy app.
- Voice message: Receive 2FA authentication codes via an automated Voice call.
Did not receive an SMS Code
- For mobile phone users, check that your mobile device does not have the do not disturb feature enabled.
- If you have not received the SMS code, try a different 2FA method:
- Authy app: Receive 2FA authentication codes via the Authy app.
- Voice message: Receive 2FA authentication codes via an automated Voice call.