During the identity check we send a code by SMS to the mobile number you enter, to confirm the number is yours. The code normally arrives within a minute or two. If it hasn't, work through the points below, and then use the resend option on the check screen.
Things to check
- The number itself. Check that you entered it correctly, with the right country code and without the leading zero: a Japanese number starting 090 becomes +81 90. If you've made a mistake, go back a step in the check and enter it again.
- The phone can receive SMS. It has to be a real mobile number on a phone you have with you. A landline, a data-only SIM or an internet calling number can't receive the code.
- Signal and settings. Make sure you have mobile signal, airplane mode is off, and the phone isn't blocking messages from unknown numbers. On an iPhone, look in the Unknown Senders list in Messages; on Android, check the spam folder in your messaging app.
- Blocked overseas SMS. The code may be sent from an overseas number. If your carrier plan blocks SMS from abroad, which is an option on docomo, au and SoftBank plans, turn it off temporarily and resend the code.
Then wait a couple of minutes and tap resend on the check screen. Enter the most recent code you receive.
If it still doesn't arrive
Contact us through the chat and tell us the number you entered, including the country code, and which carrier you're with, and we'll look into it. Please use your own mobile number rather than borrowing someone else's: the number is tied to your account and may be used later to confirm it's you when you access it. If the mobile number saved in Personal Information is wrong, tell us at the same time and we'll correct it, since that field locks once saved.
Related: How to verify your identity · The identity check didn't go through · I entered the wrong name or date of birth