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Troubleshooting Common Sign-Up Issues

Updated over 2 weeks ago

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

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