Steps to resolve errors that occur when setting up or logging in with two-factor authentication.

This guide covers troubleshooting tips for enabling and logging in with two-factor authentication.

To enable two-factor authentication, visit Protect your account with two-factor authentication.

I've lost or broken my phone

If you printed or saved your backup codes during setup, use them to access your account by following these steps. If you don't have your backup codes, contact us.

Tip: Check to see if you’re logged in on a different device. If so, you can temporarily disable two-factor authentication to access to your account on a new device.

If you use an authentication app

If you enabled two-factor authentication via an authentication app and you got a new phone, set up two-factor authentication again on your new device.

1. Temporarily disable two-factor authentication in your account settings.
2. Click Set Up beside Authentication App to re-enable it.

This time, you’ll scan the QR code from the authentication app on your new device.

If you receive a text message

If you have a new phone number and receive two-factor authentication codes via text message: 

1. Temporarily disable two-factor authentication in your account settings.
2. Click Set Up beside Text Message to re-enable it with a new phone number.

I didn't receive a text message

If you didn’t receive a text message with your authentication code, this could be for a few reasons. Follow these steps to resolve the issue:

Review the recipient phone number

The login screen displays the last four digits of the phone number the code was sent to.

• If you no longer have access to this number, use your backup codes. If you didn’t print them, contact us.
• If the page doesn’t display a partial phone number, use the authentication app to get your six-digit code. Or, click Use a different method and then select Text message to receive a text.

Note: If you enable the authentication app or passkey 2FA and the text message 2FA, you won’t receive a text message immediately. Use the authentication app or passkey to get your code instead. Or, to receive a text message, click Use a different method and then select Text message.

Ensure you're connected to a network

If you have limited cell service, ensure your phone is connected to a wireless network.

Send a new code

If you have access to the recipient phone number and you’re connected to a network, send the text message again.

1. On the login screen, click Use a different method.
2. Click Text message.

This will send a new code via text message to the phone number you used to set up two-factor authentication.

Contact Customer Support

If you followed the steps above and still have trouble logging in, contact us.

I can't install the authentication app

If you don't have a smartphone or can't install apps, enable two-factor authentication via text message or passkey. You can also visit Security tips for protecting your account to review other options for increasing your account security.

My country isn't listed in the dropdown menu

If your country isn't listed in the country code dropdown menu, two-factor authentication via text message isn’t available in your area yet. Enable two-factor authentication via an authentication app or passkey instead.

I can’t setup a passkey

Keep in mind that passkey authentication depends on which browser or operating system you use. Also, it’s provided by a third party, therefore passkeys fall outside our scope of support. We suggest following the prompts in your browser and on your mobile device (if applicable). If it’s still not working, you can enable two-factor authentication via text message or an authentication app.

I can't log into the mobile apps

If you can't log into Squarespace mobile apps after enabling two-factor authentication, update the app to the most recent version. If you log out of an app, you'll need an authentication code to log back in.

Error messages

Use this section to learn about error messages you may see with two-factor authentication.