Relay SMS verification codes usually fail for one of four reasons: phone service issues, an outdated number on file, an expired code, or a magic-link challenge on a new device.
What to do if you didn't receive the SMS code
If the SMS code didn't arrive, first confirm your phone has active service and can receive texts from short codes. If your phone is working normally, run through these three checks:
Open Settings in your Relay account and confirm the mobile number on file is current. Full instructions: Updating your mobile phone number for 2FA.
Click Resend code on the verification screen to request a new one.
Wait 2-3 minutes and check your inbox again. Carrier delivery can lag during peak periods.
If codes still don't arrive after these steps, see What should I do if I'm not receiving my 2FA/OTP codes?.
What to do if the code isn't working
If the code you received won't validate, either it's being entered incorrectly or it has expired.
Enter the code exactly as received, including any digits, dashes, or spaces.
Codes expire after 5 minutes. If yours is expired, click Resend code and use the new one.
What to do if you see a magic link instead of an SMS code
Relay sends an email magic link instead of an SMS code when you sign in from a new device, an unrecognized device, or a challenged login.
Open the most recent verification email on the same device you're trying to sign in from.
Click the magic link within 5 minutes of receiving the email.
If you're opening the email on a mobile browser, tap Open in app to complete the sign-in.
A few things to know:
If the link has expired or you clicked an older email, request a new one. You can resend up to 6 times, after which there is a 15-minute cooldown.
If the magic-link emails aren't arriving, check your Spam and Promotions folders.
What to do if you received a code you didn't request
Relay sends SMS codes for logins, payments, card creation, phone number updates, and team invitations. If you receive a code without initiating one of these actions, treat it as a security signal.
Do not enter the code. Entering the code authorizes the requested action.
Contact the Relay Customer Experience team right away to report the activity.
For broader account-security guidance, see Keeping your Relay account secure.
Related articles
Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.