I'm not receiving my login code
If you're not getting the text message code to log in, try the following:
Make sure you're entering the phone number registered with your Marshmallow policy.
Check that your phone has mobile signal — the code is sent by SMS.
Wait a moment and try again — there can sometimes be a short delay.
Check your text messages aren't being filtered or blocked by your phone settings.
Make sure your phone's storage isn't full, as this can prevent new messages from arriving.
If none of the above helps, get in touch with us through live chat and we'll help you get logged in.
I'm seeing a QR code when I try to log in
This can happen on iPhones if you tap Log in with passkey without having a passkey set up. Don't worry — just tap the X or Cancel to close the QR code screen, then tap Log in with phone number instead. You'll receive a text message code to log in as normal.
If you'd like to set up a passkey so this doesn't happen again, you can do so once you're logged in by going to Settings › Passkeys.
My passkey isn't working
If your passkey isn't being recognised when you try to log in, tap Log in with phone number (iPhone) or just use the text message code option to get in. You can always log in this way — a passkey is not required.
If you'd like to set up a new passkey, go to Settings › Passkeys once you're logged in.
I've got a new phone and can't log in
You can always log in using your phone number and a text message code — just tap Login (Android) or Log in with phone number (iPhone).
If you had a passkey on your old phone, it may have synced to your new phone automatically via iCloud Keychain (iPhone) or Google Password Manager (Android). If it hasn't, simply log in with a text message code and set up a new passkey in Settings › Passkeys.
What is a passkey?
A passkey lets you log in using Face ID, your fingerprint, or your device PIN instead of waiting for a text message code. It's optional — you never have to use one. You can set up a passkey any time by going to Settings › Passkeys in the app.