Having trouble signing up for Backpack? No worries—here are some quick tips to get you back on track. Most signup issues fall into a few common categories, and they’re usually easy to resolve.
1. Verification code not received
Make sure your phone has a strong signal and isn’t in airplane or Do Not Disturb mode.
Double-check that you entered your mobile number correctly.
Tap “Resend code” if it’s been a minute or more.
Still no code? Try restarting your phone or switching from Wi-Fi to cellular (or vice versa), then try again.
2. Identity verification (KYC) failed
Backpack requires you to complete identity verification to comply with banking regulations.
Use your own details (not your student’s).
Make sure your name, date of birth, and Social Security number match what’s on your official ID.
Avoid nicknames or abbreviations.
You must be be 18 and over to I can see the issue. Typically, students under 18 have the owner of the 529 Plan setup and manage their Backpack account.
Tip: If you recently changed your name or moved, try using your previous legal details.
3. "Something went wrong" or website freezing
Try refresh your page and/or logout and login again
Check your internet connection is stable
4. Already have an account?
If you get a message saying your phone number is already in use:
Try logging in instead of signing up