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If you have not received your 2FA verification code during the signing process, it may be due to one of the following reasons:
Incorrect mobile number
If the mobile number has been entered incorrectly in the One Touch™ section, this will prevent the 2FA code from being delivered. This can be checked using the Resend feature and the incorrect number can be corrected.
A landline number has been entered
In order to execute an agreement using One Touch™, all Signees are required to have their own mobile number and email address in order to satisfy the verification process. Therefore, landline numbers should not be entered in the One Touch™ section. If you have entered a landline in this field, you can amend these details and re-send to the tenants for signing by using the Resend feature.
If you do not have Edit and Resend enabled you can activate these add-ons for your agency by clicking "Manage" at the top right of the page when viewing your form.
Without the Edit and Resend add-ons you can still Duplicate the agreement from your Realworks forms list. One you have duplicated the agreement, you will be able to edit the mobile number details.
Once the agreement has been updated, you will need to send it back to the tenants via One Touch™ to review and sign.
Insufficient mobile reception
A lack of phone reception is another cause of the 2FA code not being delivered. If you think this might be the case, please restart your phone and ensure that your device has sufficient reception before selecting the "Resend" button on the 2FA screen.
Check blocked numbers
Checking your blocked messages or contacts will allow you to see if these messages are being stopped by the device.
STEPS ON HOW TO DO THIS
Many companies use Twilio, so if your user ever sent STOP to one of our numbers, they might have blocked the ability to receive our codes. Don't worry, it can be fixed by texting START to AUTHMSG.
Check that your user doesn't have any phone numbers blocked or with Do not Disturb activated.
Check that their device is powered on and with sufficient signal.
Confirm that they're receiving SMS from other services or friends.
None of the above
If neither of the above scenarios are relevant to you, you can reach out to our Support Team for further assistance by selecting the "Support" bubble at the bottom right hand side of this page.
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