Multi-factor authentication (MFA) is one of the key ways we keep your Chexy account secure, but we know it can be frustrating if something isn’t working. Whether you're using SMS codes or an authenticator app, if you're having trouble receiving your MFA code or need to update your phone number, here’s what to do.
1. 🔐 Having Trouble with Your MFA Code?
We’re so sorry you’re running into trouble. Here are a few quick fixes that have helped other users, regardless of your MFA method:
Log out completely and log back in (look for the arrow icon in a square)
Try a different browser like Chrome, Firefox, or Safari
Clear your browser cookies and cache
Use incognito/private browsing mode
Try logging in from another device
If you're still not receiving your MFA code, please check the troubleshooting steps specific to your chosen method:
SMS Codes
Didn't receive a code to your phone? Start by pressing "resend code" and waiting at least 30 seconds.
Double check that your phone number is correct and includes the full country code.
Make sure your number can receive SMS messages.
If you use a prepaid phone plan, confirm you have enough balance.
Ensure 28849 isn’t blocked in your phone settings.
Authenticator App Codes
Is your device's time synchronized automatically? Authenticator apps rely on precise time synchronization. Ensure your phone's date and time settings are set to "automatic."
Try regenerating the code. Authenticator app codes refresh every 30-60 seconds. Wait for the current code to expire and a new one to appear before entering it.
Check if you've accidentally removed Chexy from your authenticator app. If so, you'll need to contact support to reset your MFA.
Try the steps above and let us know if anything works. If not, our support team is happy to dig deeper.
2. 📞 Need to Change the Phone Number on Your MFA?
No problem, but for security reasons, we’ll need to verify your identity first. Please contact support by pressing the pink question mark on the bottom right, sending a message and include the answers to the following:
Why are you looking to update your phone number?
When was your first month using Chexy?
The details of one of your recurring payments (e.g., payee name, email, amount, due date, and address if it’s for rent)
The last 4 digits of your card on file
Your current phone number on file
Your updated phone number (with country code)
Your date of birth
Once we confirm these, we’ll try to help you get your MFA number updated within 3-5 business days.
3. 🌍 What If You Don’t Have a Canadian Mobile Number?
Chexy accounts generally require a Canadian mobile number for registration and certain platform features. If you are using SMS for multi-factor authentication, a Canadian mobile number is essential to receive your verification codes.
However, if you've opted to use an authenticator app for MFA, you won't rely on SMS codes for login verification. Please note that a Canadian mobile number may still be required for other aspects of your Chexy account, such as account recovery or specific notifications. If you do not have a Canadian mobile number and are encountering issues, please contact support for assistance.
4. ✈️ Travelling Outside of Canada?
If you’re out of the country and don’t have access to your Canadian number, you won’t be able to log in. Please reach out to support, and we’ll do our best to help while you're away.
5. 📲 Did your code arrive to your WhatsApp instead of SMS?
Not to worry, this is a legitimate code from Chexy! When we introduced additional MFA methods, we also upgraded our verification flow to improve reliability. SMS is still the primary channel for phone-based MFA, but all modern authentication providers (including Twilio, which powers MFA for many large companies) use multi-channel delivery and automatic fallback when carriers throttle or reject SMS traffic.
So if your carrier blocks or delays the SMS, the system will naturally try another verified channel for your number, such as WhatsApp, to make sure your code actually reaches you. This type of fallback is considered industry best practice and is common across banking, fintech, and security platforms.
Here are an article that explain why SMS → WhatsApp fallback happens and why it’s used to improve reliability: https://www.twilio.com/en-us/changelog/Verify_Fallback_Scenarios
Nothing on your account changed, and no action is needed on your end - this just ensures you always receive your MFA code even when SMS delivery isn’t reliable!