TLDR: If you haven't received your sign-in code, try again with a stronger signal or switch between Wi-Fi and mobile data. Avoid work Wi-Fi networks that may block requests, and if traveling, wait until you’re on your normal mobile network. If issues persist, contact the Support Team via live chat in the app or help centre.
My codes have not arrived
When trying to sign in, there are a few things that may prevent you from receiving your code.
Network providers can prevent codes arriving at times. If you have only been trying to log in for a short period, please wait a couple of hours before retrying.
If you're in an area with a poor signal, we recommend trying again when you have a stronger signal. If you have a weaker signal, you may see the code come through on a delay. If you receive a code within 2 minutes of requesting it you can still sign in with it.
Changing your internet connection from wifi to mobile data, or vice versa, may also help you get a code. If you are connected to your work's Wi-Fi network, they may have limits in place which stop us from receiving your request for a code. Trying again on a different connection or when you're at home can help resolve this.
If you're travelling and not connected to your normal mobile network, this can impact your ability to get a code. Trying again when you are home will likely allow you to receive a code.
I still can't receive a code
If you're still not receiving a code, please contact our Support Team using live chat in the app or on our help centre.