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Troubleshooting: Not Receiving a Login Passcode (2FA)

In this article, we'll cover what to check if you or a team member are not receiving the SMS verification code when trying to log in to Pabau.

When Two-Factor Authentication (2FA) is enabled on your account, Pabau sends a one-time verification code via SMS to the mobile number saved on your user profile. If that code is not arriving, there are several things to check before contacting support.

Check 1: Verify Where 2FA is Configured

2FA in Pabau is managed at the account level, not on individual user profiles. To confirm your settings:

  1. Log in to your Pabau account and click on Setup in the left sidebar
  2. Select Business Details
  3. Click the Security tab in the left-hand menu
  4. Scroll down to the Security Tools section and confirm that Force 2FA is toggled Enabled
  5. Below Security Tools, check the 2FA delivery priority setting — this determines whether the code is sent via Email or SMS

Make a note of which delivery method is selected, as this determines where the user should be looking for their code.

NOTE: For more information on how to configure 2FA, refer to this guide.

Check 2: Check the Correct Contact Detail is Saved on the User

The verification code is sent to whichever contact detail matches your 2FA delivery priority setting. If the delivery method is Email, their email address must be correct.

  1. Navigate to Team in the left sidebar and select Team
  2. Find the affected user and open their profile
  3. Check the email address saved on their account
  4. If either detail is incorrect, update it and click Save
  5. Ask the user to attempt login again

NOTE: To find out how you can update a staff member's email, refer to this guide.

Check 3: Check Your Pabau Credits Balance (SMS delivery only)

If your 2FA delivery priority is set to SMS, Pabau uses credits to send the verification code. If your account has run out of credits, the SMS will not be sent.

  1. Click your profile avatar in the top-right corner of the screen
  2. A dropdown will appear showing your account name and current Credits balance directly below your name
  3. If the balance is low or zero, top up your credits before the user attempts to log in again

NOTE: Enable auto top-up to prevent this from happening again. This automatically replenishes your balance when it drops below a set threshold. Follow the steps in How to Enable or Disable Auto Top-Up for Credits to set this up.

Check 4: Check the User's Device and Network

If the contact details are correct and credits are sufficient, the issue may be on the receiving end.

For SMS:

  • Ask the user to confirm their phone has a signal and is not in airplane mode
  • Check whether the SMS has been filtered into a spam or blocked messages folder
  • Some mobile network providers block automated SMS messages — ask the user to contact their network provider if this happens repeatedly

For Email:

  • Ask the user to check their spam or junk folder
  • Confirm the email address on their profile exactly matches the inbox they are checking

NOTE: The verification code is only valid while the login screen is open and waiting for input. If the login screen is closed or times out, a new code will need to be sent by attempting to log in again from the beginning.

Still Not Working?

If you have worked through all of the above checks and the passcode is still not being received, contact the Pabau support team via the Support Centre. Have the following ready:

  • The affected user's name and email address
  • The contact detail (mobile number or email) saved on their profile
  • Your 2FA delivery priority setting (SMS or Email)
  • Your current Pabau Credits balance (if SMS)
  • The date and time the login was attempted

For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.

Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy. It offers in-depth video tutorials and lessons, offering a holistic learning experience that can equip you with the essential skills for achieving success with Pabau.