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Troubleshooting tips for 2-Step Verification

1. I still have the same phone number, but am using a new device. How do I verify?

If you lost or replaced your device, you will still be able to receive verification codes via text message to the same number.

- Tap on the "I'm having trouble" link on the screen where you are being prompted to enter a verification code
- Select the "Resend code via SMS" option
- Enter the 4-digit code sent to the phone number via text message
- Enter your password to finish signing in

You can also use one of your backup codes to sign in if you are unable to receive your codes from a 3rd party security app or text message

- Tap on the "I'm having trouble" link on the screen where you are being prompted to enter a verification code
- Select the "Use 8-digit backup code" option
- Use one of your saved backup codes (that has not been used previously)

2. I'm not receiving text message verifications

First check to see if your phone number was entered correctly. Try editing your phone number and tap "Resend" on the verification screen to ask for a new code.

It's also possible that your mobile carrier may be blocking the short code SMS that Uber uses to contact you. Please contact your mobile provider to confirm that short code SMS is enabled for your mobile account.

If you still haven't received a verification SMS after checking both of these, please click the link "I'm not receiving mobile verification texts" at the bottom of the page.

3. I want to switch between text message and a security app for 2-step verification

Please follow the below steps:

- Tap on 'Settings'
- Tap on 'Security'
- Toggle 'On/Off' the '2-step verification'
- Once you toggle 'On', you will have an option to edit the 'Delivery settings'
- Tap on 'Edit' next to 'Delivery settings' to choose the delivery method

4. I can't remember which security app I used to set up 2-step verification

Please check your device to see if any security apps are already installed. You can open them to check if the Uber app had been previously connected.

If you no longer have any security apps installed on your device, here are some commonly used apps that you may have used to set up 2-step verification:

- Duo Mobile
- Google Authenticator
- Authy
- LastPass

When you choose a security app as your preferred method of generating verification codes, you will not receive text messages. A code generated by your security app will help you sign in.