Troubleshooting login issues and MFA

Fixes for login problems related to MFA, codes, and authentication steps

If you’re having trouble signing in to your SafeKeep account, it’s typically related to your two-factor authentication (2FA) method, a missing verification code, or a password issue. Here’s how to resolve the most common problems.

1. Not receiving your email verification code

During first login or when resetting your password, you’ll be sent a one-time verification code to your email.

If it’s not arriving:

Check your junk or spam folder
Search your inbox for “SafeKeep” to see if it was filtered
Make sure you’re checking the right email address (the one registered to your account)
Wait a few minutes, then click resend code

Email is the default method for login verification during onboarding.

2. Not receiving your SMS or authenticator code

If your 2FA method is set to mobile (SMS) or an authenticator app:

Confirm the method is still active and accessible
If using SMS: check signal strength, ensure your phone number is still correct, and wait before resending
If using an authenticator app: check that the time on your device is correct, and that you’re using the right account
Try generating or receiving a new code and entering it again

3. Code entered but not working

If you’re receiving a code but it isn’t being accepted:

Double-check for extra spaces or formatting issues
Make sure the code hasn’t expired
If pasting, manually remove any formatting
Try resending the code and entering it manually

4. Lost access to your 2FA method

During onboarding, you were issued a recovery code. Use this code when your 2FA method isn’t available.

If you’ve lost access to your phone, authenticator app, or SMS method, you must use your recovery code to regain access.

To use your recovery code:

Enter your email and password on the login screen
When prompted for your 2FA code, select Use recovery code
Enter your full recovery code

If the code matches, you’ll regain access to your account and be able to change your 2FA method.

If you don’t have your recovery code saved, SafeKeep cannot restore your account access for security reasons.

If biometric login (Face ID or fingerprint) isn’t working:

Restart your device and reopen the app
Ensure biometrics are still enabled on your phone
You can also log in manually with your email, password, and 2FA method, then re-enable biometrics in your app settings

6. Forgot your password

If you’ve forgotten your password:

Click or tap Forgot password?
Enter your registered email address
Open the reset link sent to your inbox
Set a new password
Enter your 2FA code or use your recovery code to complete the reset

Still need help?

If you’ve lost access to both your 2FA method and your recovery code, SafeKeep is unable to restore access to your account. For your security, we cannot bypass or override account protections under any circumstances.

If you’re experiencing a technical issue with the login flow (e.g. a valid code isn’t working), visit the SafeKeep Help Centre to report it.