What if two-step verification isn't working?

The email code doesn't arrive

See I'm not getting emails from PlayHouse.

The code says it's wrong

• Use the code from the latest email. Older ones may no longer work.
• Type it without spaces.
• If it has expired, or you've had too many tries, start again to get a new code.

The authenticator code says it's wrong

Authenticator codes depend on your phone's clock. Make sure your phone sets its date and time automatically, then try the newest code.

You lost your authenticator app

Use one of the backup codes you saved when you set it up:

• On the home page, enter a backup code in the authenticator box.
• On the log-in page, select Use a backup code instead.

Each backup code works once. Once you're in, remove the old app on the Security page and set it up again. See Two-factor authentication.

You see "We couldn't confirm you're human"

Try again. If it keeps happening, try another browser or turn off a VPN.

You can't open your email any more

Codes go to the email address on your account, so you'll need our help. Contact us and tell us the email address on the account and what happened.

If you think someone else has got in, see What to do if someone got into your account.