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If you have not received your 2FA verification code during the signing process, it may be due to one of the following reasons:
Incorrect mobile number
If the mobile number has been entered incorrectly in the One Touch™ section, this will prevent the 2FA code from being delivered. This can be checked by reviewing the signee details above the agreement. From here the incorrect number can be corrected.
A landline number has been entered
In order to execute an agreement using One Touch™, all Signees are required to have their own mobile number and email address in order to satisfy the verification process. Therefore, landline numbers should not be entered in the One Touch™ section. If you have entered a landline in this field, you can amend these details and re-send the agreement to the signees
Insufficient mobile reception
A lack of phone reception is another cause of the 2FA code not being delivered. If you think this might be the case, please restart your phone and ensure that your device has sufficient reception before selecting the "Resend" button on the 2FA screen.
Blocked senders
Your device may have the service used for sms verification blocked. To get around this try the below steps:
- Try placing the SIM card in a different device
- Text START to AUTHMSG.
- Check that the device doesn't have any phone numbers blocked or has Do not Disturb activated.
- Check that the device is powered on and with sufficient signal.
- Confirm that you are receiving SMS from other services or friends.
- Reset the network settings of the device
None of the above
If neither of the above scenarios are relevant to you, you can reach out to our Support Team for further assistance by selecting the "Support" bubble at the bottom right hand side of this page.
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