Regaining access when unable to receive verification codes

At 7shifts, we prioritize your account security with two-step verification. If you're unable to receive verification codes or need to update your phone number, this guide walks you through regaining access. 

About 2-Step Verification for Pay Products

As of February 26, 2025, all users of 7shifts Pay Products (including 7shifts Payroll and Tip Payouts) must complete 2-Step Verification when logging into the 7shifts platform (web or mobile).

• Mandatory for all Pay Product users to reduce fraud and secure payroll data.

• Grace period: Users have 7 days after their first login to enable 2-Step Verification.

• Ongoing sessions stay verified for a limited time once you log in successfully.

• Disabling MFA is not permitted for any account connected to Pay Products.

Learn how to set up 2-Step Verification for 7shifts Pay Products.

Common Reasons You’re Not Receiving a Verification Code

If your 2-Step Verification code isn’t arriving via text (SMS), check these common causes first:

1. SMS notifications aren’t enabled.
   Even if MFA is turned on, you must enable SMS notifications for each linked account under:
   My Account → Notifications.

2. You’re off-network or roaming internationally.
   Codes may not be delivered if your device isn’t connected to your carrier’s network.

   • If abroad, try temporarily re-enabling MFA using a Google Voice number.

3. Service delays.
   Wait a few minutes and request the code again — some carriers experience short delays.

4. Incorrect or outdated phone number.
   Verify your number from another Admin or Manager if you can’t access your account.

5. App or device issue.
   Restart your phone and confirm you’re using the latest version of the 7shifts app.

Use Backup Codes When Your Phone Isn’t Available

When setting up MFA, you were provided recovery codes — one-time backup codes for login if your phone is unavailable. Use one of these codes at the verification screen to complete your login.

What To Do If I'm Not Receiving My 2FA or MFA Verification Code?

If you’ve lost both your phone and recovery codes, proceed to the section below to verify your identity with Support.

Verify Your Identity with Support

If you’ve lost access to your phone or recovery codes, contact 7shifts Support can help securely reset your MFA. This information verifies your identity and initiates secure assistance to update phone settings or access methods. You’ll need to provide:

• Your full name and account email

• Your company name

• Government-issued photo ID (e.g., driver’s license, passport)

• Proof of address (e.g., pay stub, utility bill, or bank statement)

Once verified, Support will help you update your registered phone number.