2FA Login Challenges
If you are having trouble logging in to Stripe due to two factor authentication issues, it is likely due to the following scenarios. Please follow these steps to get into your account.
Scenario 1: I have no access to my phone, but I have access to my email
If you've changed your number or lost your phone, you can update the phone number used to log in to Stripe Express by following the instructions on the Stripe Support Site: https://support.stripe.com/express/questions/i-lost-my-phone-or-changed-my-number-how-do-i-login-to-my-account
General Steps for Account Recovery
Visit the Account Recovery Page: Go to the Stripe account recovery page or the Stripe Express login page at express.stripe.com.
Enter Your Email Address: Provide the email address associated with your account.
Select "I No Longer Have Access to This Phone Number": On the screen requesting the 6-digit verification code, choose the option indicating you no longer have access to your old phone number.
Authenticate Your Identity:
Enter a backup code if you have one.
Answer security questions related to your account.
Upload a government-issued ID or other required documents for verification.
Disable Two-Factor Authentication Temporarily: Once your identity is verified, two-factor authentication will be temporarily disabled, allowing you to log in without a verification code.
Update Your Phone Number: Add your new phone number to your account and re-enable two-factor authentication for enhanced security.
If you run into trouble, contact Stripe with the case reference: 08529910, by email: https://support.stripe.com/express/contact/email or chat: https://support.stripe.com/questions/contact-stripe-support If you encounter issues during the recovery process, you can contact Stripe support for further assistance:
Visit the Stripe Support Page.
Select "Contact 24x7 Support" and follow the prompts in the chatbot.
If the chatbot does not resolve your issue, select "No" when asked if the solution was helpful. This will provide you with the option to email Stripe support.
Explain your situation, including the need to update your phone number for verification purposes.
# Clarify with Stripe Support that you don't have access to your phone, and you tried to access via your email as the support documentation suggested, but you still can't get access.
Scenario 2: I have no access to my email, but I have access to my phone
You'll be able to login using SMS auth: https://support.stripe.com/express/questions/how-do-i-login-to-my-stripe-express-account For users of Stripe Express, such as those accessing payouts through platforms like Traba, the process is similar but may include additional steps:
Log in to Stripe Express using your email address.
On the verification code screen, select "I no longer have access to this phone number."
Follow the prompts to authenticate your identity, which may include answering security questions or uploading an ID document.
Once verified, you will receive an email confirming the reset of two-factor authentication. You can then log in and update your phone number.
And head to the Account tab to change your email address, in the Dashboard.
Scenario 3: No access to both phone and email
If you run into trouble, contact Stripe with the case reference: 08529910, by email: https://support.stripe.com/express/contact/email
or chat:
https://support.stripe.com/questions/contact-stripe-support
# Clarify with Stripe Support that you don't have access to your phone or your email
Scenario 4: I'm getting a too many requests error
You can wait for 10-30mins and retry as a phone number can receive at most five 2FA SMS in 10-30mins.
Scenario 5: I need urgent account access
General Steps for Account Recovery
Visit the Account Recovery Page: Go to the Stripe account recovery page or the Stripe Express login page at express.stripe.com.
Enter Your Email Address: Provide the email address associated with your account.
Select "I No Longer Have Access to This Phone Number": On the screen requesting the 6-digit verification code, choose the option indicating you no longer have access to your old phone number.
Authenticate Your Identity:
Enter a backup code if you have one.
Answer security questions related to your account.
Upload a government-issued ID or other required documents for verification.
Disable Two-Factor Authentication Temporarily: Once your identity is verified, two-factor authentication will be temporarily disabled, allowing you to log in without a verification code.
Update Your Phone Number: Add your new phone number to your account and re-enable two-factor authentication for enhanced security.
If you still don't have access after following the 30 minute retry recommended, contact Stripe with the case reference: 08529910, by https://support.stripe.com/express/contact/email
General Troubleshooting Tips
FAQs
What if I don’t have a backup code or can’t answer the security questions?
If you cannot provide a backup code or answer the security questions, you will need to upload a government-issued ID or other documents to verify your identity. Contact Stripe support if you encounter further issues.
How long does the verification process take?
The verification process typically takes a few minutes to a few hours, depending on the complexity of your case and the documents provided.
Can I use the same process for both Stripe and Stripe Express?
Yes, the steps are similar for both platforms, but Stripe Express users may have additional prompts specific to their platform.
1. Device issues
Firstly, make sure that you can receive non-Stripe SMS messages normally. For example, are you receiving other SMS messages (eg. from friends or family) as expected? If you can’t receive non-Stripe SMS either, try the following:
Check your device has enough space available to receive the SMS.
Check your device is within the network coverage area.
Check your device does not have any blocks that could be preventing SMS to be received, such as "Do Not Disturb" or "Airplane Mode".
Some voice over IP (VOIP) phone numbers cannot receive SMS messages. We would recommend contacting the network provider (e.g. AT&T, T-Mobile, etc.) for help if this applies.
The SMS will not show up if you've ever marked the number as spam or blocked on your specific device. Please check and clear any short codes (eg. 78156, 22395, etc.) in your device’s blocklist.
For **iPhone** users, go to *Settings → Messages → ‘Blocked Contacts’ under SMS/MMS section*
For **Android** users, go to *Contacts → Settings → Call settings: Block numbers.*
You might be trying to access the “Stripe Dashboard” instead of the "Stripe Express" dashboard – only the "Stripe Express" dashboard can be used to access your Stripe Express account. You will be able to log in to your Stripe Express account in a web browser on any web-enabled device, including the web browser on your mobile device or a laptop or desktop computer, by visiting this link: https://connect.stripe.com/express_login
If you have an iOS device, you can also login to your Stripe Express account by downloading the "Stripe Express" iOS mobile app from the App Store. Please note that the Stripe Express app is not yet available for Android.
2. Reach out to your carrier.
If none of these steps work, the issue is likely with your carrier. We would recommend starting a conversation with your carrier for troubleshooting. They should be able to resolve any potential issues on their end for you.