Why am I not getting text messages or a voice call when using 2-step verification?

If your’e having trouble receiving our text messages, here’s what you can try: 

• Make sure that the mobile phone number in your Online Banking for Business profile is up to date. How to update my profile 
• Check your mobile or computer screen for the option to request a new text message. 
• On your phone, turn off Wi-Fi, but keep cellular data turned on. 
• Make sure your service provider/plan allows receiving text messages. 
• For some service providers, try this:  
  • Add the SMS Short Code number 52218 (for Canada) or 42218 (for the U.S.) to your phone’s contacts. 
  • ​Close and reopen your text messaging app. 

If you’re having trouble receiving our voice messages, here’s what you can try: 

• Check your computer screen for the option to request a new code and we’ll try calling again. 
• Answer the call from 1-800-565-6444. 
• If you answer the call from 1-800-565-6444 but do not hear the code, press 1 at the end of the message to repeat it. 
• We can’t deliver verification codes to extensions on all phone systems. If your phone system uses a menu, or you don’t receive the code, please ask your administrator to reset your password for you. This will bypass phone verification. If you are a Primary Customer Administrator (PCA) and there’s nobody else at your company to assist you, please contact the Help Desk.