If you're not receiving your one-time verification code, work through these checks in order before contacting support.
The screen will show you the verification method required — this depends on your location and MFA setup, and may be an authenticator app, SMS, WhatsApp, or email.
Authenticator app: Your code is generated inside the app itself (e.g. Google Authenticator, Authy, Microsoft Authenticator). You will not receive an SMS for this.
SMS: Sent to the mobile number registered on your Axi account.
WhatsApp: If the screen says SMS but you don't see a text message, check WhatsApp — some numbers receive the code there instead. Make sure WhatsApp is installed and you have access to the registered number.
Email: Check your inbox and spam/junk folder, and confirm your registered email address is correct.
Wait and retry. Delivery can lag a few minutes depending on your network provider. Request a new code rather than waiting indefinitely.
Check your signal. A code can't reach your phone without active or stable mobile coverage. Make sure your connection is stable before requesting a new code.
Check your connectivity. SMS needs active cellular signal — move to an area with better reception if bars are low. WhatsApp needs an active internet connection (WiFi or mobile data) — check that's working instead.
Confirm your registered number is correct and active. If you've changed phone numbers, codes still go to the number on file — see below.
Check for an expired code. Codes are time-limited. If your session timed out, request a new one rather than reusing an old code.
You can switch to it instead of waiting on SMS — open the app and enter the current code shown.
You will not receive codes at your new number or address until your account record is updated. This isn't a self-service change — it requires identity verification by our team, since it directly affects account access security.
To update your registered number or email:
1. Contact Client Services via the Help Center or Live Chat.
2. Our team will verify your identity before updating your record.
3. This may take up to 1–2 business days.
4. You'll receive confirmation once it's done, and verification codes will resume normally.
Still stuck after trying the above?
Contact our Customer Success team via the Help Center or Live Chat. For security reasons, we may need to run identity checks before making any changes to your MFA settings — we'll let you know at the time if anything further is needed from you.
