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

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, 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

And head to the Account tab to change your email address, in the Dashboard.

Scenario 3: No access to both phone and email

# 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

Attempt account recovery as suggested on Stripes Support Page:

https://support.stripe.com/questions/not-receiving-text-message-(sms)-verification-code-for-two-step-authentication-verification?

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

or chat:
https://support.stripe.com/questions/contact-stripe-support

General Troubleshooting Tips

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.