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pbentvelsen-onpu
Level 1

Phone number verification does not work. I don't receive a text message or voice call.

 
14 Comments 14
LollyNino_C
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

Hello there, @pbentvelsen-onpu. I'm here to help you get through this so you can successfully set up a two-step verification in your QuickBooks Online (QBO) account.

 

First, allow me to share some possible reasons why you didn't receive a verification text message:

 

  • The phone number that is associated with your Intuit Account is incorrect.
  • Your phone plan doesn’t include SMS text messages.
  • Your phone plan doesn’t allow you to receive messages from shortcodes. You'll want to reach out to your phone provider to see if your project can be configured to receive SMS messages and shortcodes, allowing you to receive Intuit validation codes.

 

It's also possible that the phone number you entered was not selected as the default setting in QuickBooks Online (QBO) to send the text message verification. To fix this, you can set up code verification via text message. Here's how:

 

  1. Log in to your Intuit account.
  2. Then, from the left menu, click Sign In & Security.
  3. In the Two-step verification field, select Turn on.
  4. Ensure your phone number is correct, and select Text message to receive a standard six-digit verification text code.
  5. Click Turn on.
  6. Enter the code, then select Continue.


Then, go back to the QBO login page to sign in and access your account.

 

To learn more about multi-factor authentication, please refer to this article: Verify your account with multi-factor authentication

 

Please let me know in the comments if you have other multi-factor authentication concerns in QBO. I'm always ready to help. Take care and have a great day. 

pbentvelsen-onpu
Level 1

Phone number verification does not work. I don't receive a text message or voice call.

Unfortunately the issue is not solved yet.

It all starts with the issue I cannot verify my phone number. So my phone number is registered but I need it verified by either text message or voice message. Both methods won't work. I simply don't receive a message.

Yes my phone number is correct
Yes I am allowed to receive test messages
Yes I am allowed to receive international calls


Very frustrating. Please advice.

LieraMarie_A
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

Thanks for getting back to us, @pbentvelsen-onpu. It's our priority to ensure you can verify and get into your account using your phone number.

 

You may try turning your phone off and back on again. Then, log into your account. If you're still unable to receive a code, I recommend contacting our Customer Care Support team for further troubleshooting.

 

Here's how:

 

  1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
  2. Select Talk to a Human.
  3. Enter a short description of your concern and press Enter.
  4. Click I still need a human.
  5. Select Contact Us to connect with our live support.
  6. Choose a way to connect.
    help.JPG

 

Alternatively, you can get the code sent to your email to get into your account. For more insights, check out this resource: Verify your account with multi-factor authentication or two-step verification.

 

I'm also sharing this reference in case you need to update your credentials in QBO: Change your Email, User ID, or Password for QuickBooks Online.

 

You can always get back to us if you need further assistance with managing your account. It'll be my pleasure to help you out again. Take care!

SuperStar777
Level 5

Phone number verification does not work. I don't receive a text message or voice call.

I am also facing same issue. I can change the mobile number not getting any sms 

LollyNino_C
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

Hello, @SuperStar777. We appreciate you bringing the issue to our attention. We are delighted to offer you some updates on this matter and help you get through this so you can successfully set up a two-step verification in your QuickBooks Online (QBO) account.

 

There are a few reasons why security isn't going through your mobile phone. You can check the following: 

 

  1. Make sure your account's phone number is accurate and capable of receiving calls and messages.
  2. Check your internet connection.
  3. Ensure that you have allowed or unblocked our number on your iOS or Android device.
  4. Review your spam or junk email folder to check if the OTP went there.

 

If the problem continues, follow the account recovery procedure to regain access to your account. For more detailed instructions, refer to this guide: Recover your Intuit Account if you can’t sign in.

 

You can also contact our support team to report the issue and request assistance with the login process. Please ensure to review support hours to know when agents are available. This way, you can contact them at a time that is convenient for you.

 

These resources offer tips for retrieving your data, files, recent account activity, and methods for changing sign-in information within the Intuit Account Manager:

 

 

Feel free to keep me posted if you have other concerns about two-step verification and managing user access in QBO. We're always here to help. Take care, and I wish you continued success, @SuperStar777.

rjkokshoorn
Level 2

Phone number verification does not work. I don't receive a text message or voice call.

This is not acceptable!!

The verification SMS takes at least 30 seconds to receive, which is far too slow for starters.


And as displayed above, there absolutely has to be an alternative method like using the email address for when the sms verification that you guys use is down completely.

This is NOT a minor inconvenience it's a fundamental issue that needs to be prioritised before adding any new features.

Thank you.

CharleneMaeF
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

I know this hasn't been an easy process for you, rjkokshoorn.

I've checked your posts and found that you've published similar questions thrice. Please know that the first one has already been answered by my colleague, CamelleT. 

You can view her answer through this link, where she shared what to do to prevent logging into your QuickBooks Online account without delay: https://quickbooks.intuit.com/learn-support/en-uk/account-management/re-no-text-message-coming-throu....

I'll be right here to continue helping if you have follow-up questions regarding this topic. Assistance is just a post away, rjkokshoorn. Have a good one!

So Hum Wellness
Level 2

Phone number verification does not work. I don't receive a text message or voice call.

I’m having an issue adding my Intuit QuickBooks Checking Account Debit Card to Apple Pay and Wallet. When I attempt to complete the Card Verification process, I’m unable to receive the verification code.

 

Can someone assist me in resolving this issue?

GenmarieM
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

Thanks for bringing this to our attention, So Hum. Let me help you finally receive a verification code from your QuickBooks Checking account.

 

First, it’s important to note that QB Checking is only available in the US. Can you confirm if you are located in the US? If so, I'll provide some helpful suggestions to resolve your verification code issue.

 

If you are using email for verification, the following are several factors that may prevent you from receiving the authentication code in your inbox.

  • The email might have been filtered into your junk or spam folder by mistake.
  • Your email service provider's mail servers or domains might be blocking the email containing the authentication code.

 

Moreover, it's important to note that validation and authentication code emails are sent from the address do_not_reply@intuit.com. These emails typically arrive within 1 to 2 minutes of being requested. Here's what to do if you find an email from this address:

 

  1. Search for the email address do_not_reply@intuit.com in all of your folders including spam and junk.
  2. If you see one of the emails from Intuit, right-click the email, then select This is not spam or Not Junk.
  3. Unblock or add these service-related email addresses as a "safe sender" on your email account to ensure you receive important communications from these services.

 

You may also need to work with your IT department or administrator to complete the process if you're using a corporate email account.

 

On the other hand, if you're using a mobile number for verification, I suggest checking if your mobile provider is having an issue on their end that prevents you from receiving the verification code.

 

Finally, once you confirm there are no issues with your mobile provider, I recommend restarting your phone and removing and reinserting your SIM card to check for a connection error.

 

You can read more details about these troubleshooting steps in this article: Receive Important Email Messages From Intuit.

 

Lastly, I've added this article for your reference in case you encounter related issues in the future: Troubleshoot If Customers Aren't Receiving Emails From QuickBooks Online.

 

Please let us know if you have other concerns or questions regarding receiving verification codes from QuickBooks. The whole Community is always here to help.

So Hum Wellness
Level 2

Phone number verification does not work. I don't receive a text message or voice call.

RE: Verification Code Issue with QuickBooks Checking

 

Dear QuickBooks Support,

 

Thank you for your response and for offering to help with this issue. I can confirm that my company is a US-based business.

 

Regarding the verification code, Apple Pay and Wallet only allow for receiving the confirmation code either via text message or by calling in the QuickBooks Customer Service number (see screenshots). I have tried both options repeatedly over the past week without success.

 

Additionally, I have already contacted Apple Support, and they confirmed that only the card issuer (QuickBooks via Green Dot) can supply the required verification code. There are no issues with my mobile device, as I’ve been able to add three other cards to Apple Pay and Wallet without any problems. The issue appears to be isolated to the QuickBooks card.

 

To summarize:

1. I’ve verified that there are no issues with my email or mobile device.

2. Apple has confirmed that the card issuer must supply the verification code.

3. I am unable to proceed without your assistance.

 

I appreciate your attention to this matter and kindly request an expedited resolution so I can successfully add my QuickBooks card to Apple Pay and Wallet. Please let me know if there are any further steps required on my end.

 

Thank you for your help, and I look forward to your response.

RoseJillB
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

Hi there, So Hum.

 

I appreciate you getting back to the Community and confirming your account region and the steps you have taken to resolve the issue. 

 

Since you have completed the recommended troubleshooting steps for receiving the verification code, I suggest contacting our Customer Care Team to conduct a thorough investigation into why the verification codes are not being received.

 

The process may need you to provide your confidential information. To maintain your privacy, it’s best to contact them. You can do so by following the steps below:

 

  1. Log in to your QuickBooks Online account.
  2. Go to the Menu section and click Help (?).
  3. Click Articles and Support, and tap Contact Us at the bottom.
  4. Follow the onscreen instructions to connect with us.

 

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedule, and hours to contact them at the time of your convenience: Get help with QuickBooks products and services

 

Moreover, discover how to utilize your QuickBooks debit card for cash withdrawals and purchases in this article: Use the QuickBooks debit card to get your cash.

 

For a list of articles that may help you with the most commonly asked questions, we can check this out: QuickBooks Checking FAQ.

 

I’ll keep this thread open for your queries about connecting your debit card, So Hum, or any QuickBooks-related matters. The Community always has your back. Stay safe!

So Hum Wellness
Level 2

Phone number verification does not work. I don't receive a text message or voice call.

Follow-Up: Unable to Add QuickBooks Debit Card to Apple Pay and Wallet

 

Dear QuickBooks Support Team,

 

Thank you for your response and recommendations. However, I must emphasize that I have already contacted the Customer Care Team multiple times over the past two weeks, and unfortunately, I have not had any success resolving this issue.

 

As of today, it has been two weeks since I first attempted to add my QuickBooks debit card to Apple Pay and Wallet, and I am still unable to receive a verification code. This delay is highly frustrating and is impacting my ability to utilize the card effectively.

 

I have followed all recommended troubleshooting steps, including contacting Apple Support, verifying there are no issues with my mobile device, and reaching out to Customer Care as instructed. Despite my efforts, the problem persists, and I have not received any resolution or explanation as to why this issue remains unresolved.

 

I kindly request that this matter be escalated to a higher-level support team or technical specialist who can investigate and resolve this issue promptly. It is critical that I receive a verification code to add my QuickBooks card to Apple Pay and Wallet as soon as possible.

 

Thank you for your attention to this matter. Please provide an update or next steps at your earliest convenience.

ChristineJoieR
QuickBooks Team

Phone number verification does not work. I don't receive a text message or voice call.

I hope this message finds you well, Hum. I appreciate your swift response and your patience while waiting for resolution about adding QuickBooks debit card to Apple Pay and Wallet. 


Please be assured that our team is diligently working to escalate this matter to our Next Level Help team. They will examine your comments in the Community and analyze recent cases involving support interactions. You can expect a call from the higher-level team within 1-2 business days to discuss further resolutions.
 

Please know that the Community people are still here to help you. Don't hesitate to leave your comment below. I'll surely get back to you as soon as possible.

So Hum Wellness
Level 2

Phone number verification does not work. I don't receive a text message or voice call.

Subject: Urgent Complaint: Unacceptable Inability to Resolve Debit Card Verification Issue

 

Dear QuickBooks Banking Specialist Team,

 

I am writing to express my extreme frustration and disappointment with the ongoing issue of adding my new QuickBooks Debit Card to Wallet and Apple Pay. Since receiving my replacement card in early January 2025, I have been unable to add it to Wallet or Apple Pay due to your inability to provide a simple verification code via text message, which is the standard practice of every legitimate banking institution.

 

For the past three weeks, I have called weekly, had my case escalated to your so-called “Escalation Team,” and yet I continue to receive the same unhelpful and dismissive response suggesting that I “contact my service provider,” as though the issue lies with my cell phone carrier. Let me be abundantly clear:

• I receive text messages for verification codes without issue from real banks like Chase, Capital One, and US Bank.

• The problem is exclusive to QuickBooks and Green Dot, which, despite being your fintech partner, seems incapable of handling even basic banking functions.

• Your inability to provide a verification code either by text or by phone is unacceptable and unprofessional.

 

This is not just an inconvenience—it is a gross failure of your banking product, which should be capable of functioning like any other financial institution. I rely on the ability to use Apple Pay and Wallet for business operations, and your failure to address this issue is severely disrupting my workflow.

 

As a QuickBooks customer, I expect better from your company. Please provide an immediate resolution to this issue and explain why this problem persists. If Green Dot cannot handle basic banking functions, it raises serious concerns about their suitability as your partner.

 

I demand that this issue be addressed promptly, and that I am provided with a working solution.