If your two-factor authentication (TFA) code is delayed, wait and try again; delays may be due to poor reception or network issues. SMS TFA is no longer supported for new or some existing accounts; switch to an authenticator app if possible. If you can't sign in, contact Customer Experience with your Unity organization name and username to recover access. For future security, use an authenticator app with cloud backup instead of SMS.
If your two-factor authentication (TFA) code is not arriving, there are two possibilities. Your code may simply be delayed, which usually resolves on its own. Or the delivery method may no longer be available on your account, in which case you will need our help to get back in.
Since April 2026, two-factor authentication is required at every login on accounts that have it enabled, with stronger checks on new devices and networks. A "Remember this device for 30 days" option reduces repeat prompts on devices you trust.
If your code has not arrived at all
Two-factor authentication via SMS is no longer available for new accounts and is no longer supported for some existing accounts that previously used it. If your codes used to arrive via text and have stopped, this is likely the reason.
If you can still sign in, for example, on a device you chose to remember, you can switch to an authenticator app yourself. See How do I deactivate two-factor authentication (TFA) on my account?, then set TFA up again using an authenticator app.
If you cannot sign in, see "Recovering access to your account" below.
If your code is only slow to arrive
Codes sent by text can be delayed by:
- Poor cellular reception on your device.
- Airplane mode or do not disturb settings.
- Carriers deprioritizing messages sent between networks.
- Heavy traffic on your local network.
Wait a few minutes and request a new code. If a second attempt also fails to arrive, see "Recovering access to your account" below.
Recovering access to your account
If you have lost access to your authentication method, contact the Customer Experience team, and we can temporarily deactivate two-factor authentication on your account.
To confirm the account is yours, have these two things ready:
- The name of your Unity organization. A default organization is created with every Unity account, so you will have at least one.
- Your Unity username. This is not your email address.
If you cannot provide one of those, we can accept an alternative instead.
Instead of your organization name:
The name of a recent Asset Store purchase.
An Asset Store invoice or order number.
Or, the name of one of your Unity Cloud projects.
Instead of your username:
The telephone number currently associated with your Unity ID account.
Or your full postal address.
Other situations
Unity Ads Tipalti profiles. Contact Unity Ads Support directly rather than the Customer Experience team.
The error "We have encountered an issue during this login attempt." See I see the error, 'We have encountered an issue during this login attempt. Please contact Unity Support'.
Avoiding this in the future
Set up two-factor authentication with an authenticator app rather than by text. Authenticator apps generate codes on your device and work without a network connection. Choose one that supports cloud backup, so you keep access if your device is lost or replaced.