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Two-Factor Authorization (2FA) Troubleshooting
Two-Factor Authorization (2FA) Troubleshooting

[For All Users] Learn about troubleshooting two-factor authorization (2FA) issues when adding a payment method or logging into brightwheel

Nicole avatar
Written by Nicole
Updated over 2 weeks ago

🚩 Having trouble receiving your 2FA code? Follow these steps to ensure brightwheel emails are not being blocked by your email provider.

Email providers may have filters put in place to block potential Spam. In order to ensure our emails get to you, please add the following email addresses and domains to your safe-sender list and add them as a contact with your email provider. We suggest doing a quick Google search for instructions on adding an email address to your safe sender list, as the steps vary by email domain.

🚩 If you are using an email application such as Gmail, Yahoo, AOL, Outlook, or Apple Mail, etc., please add the email contacts and domain to these applications as well.

We know speed bumps when logging in or adding a payment method can be frustrating. If you experience issues with the two-factor (2FA) authorization codes while adding a card payment method, or when accessing your account on the web or app, you can follow the suggested steps to resolve.

Issues Receiving a 2FA Code

Where are 2FA codes sent?

  • 2FA codes sent to Admin and Staff roles will always be delivered via email.

  • 2FA codes sent to Student Contacts will be delivered to whatever contact method (Email Address/Phone Number) is used to log in to brightwheel.

💡 Users have the option to opt out of 2FA at sign-in temporarily or indefinitely.

🚩 For security purposes, users cannot opt out of 2FA when adding a payment method.

Did not receive 2FA code via email

For security purposes, users will be prompted to enter a 2FA code when adding a card payment method and logging into brightwheel. If you didn't receive a 2FA code via email:

  • The email may have been routed to your spam folder. Check your spam folder for an email from recovery@mybrightwheel.com with the subject “brightwheel verification code”
    ​

  • The code may have been sent to a different email address. Be sure to double-check the email address associated with your brightwheel account by taking a look at the contact information in your brightwheel profile. If you use multiple email addresses, it's possible that the code has been sent to an alternate email address.
    ​

  • The email was routed to a separate folder in your inbox. If you use filters to organize and sort incoming messages in your inbox, it's possible the email could have been rerouted by these filters. If you use email filters, we would suggest searching your entire email inbox for an email from recovery@mybrightwheel.com with the subject “brightwheel verification code”

Did not receive 2FA code via text

For security purposes, users will be prompted to enter a 2FA code when adding a card payment method and logging into brightwheel. If you didn't receive a 2FA code via text:

🚩 If you have an email address connected to your brightwheel account, the 2FA code will always be sent via email.

  • You may have unsubscribed. If you've unsubscribed from brightwheel SMS messages, text START to 844-335-4655 to resubscribe and try resending the code. If you're unsure if you've previously unsubscribed, give this a shot to rule it out as the issue.
    ​

  • The code is going to a different number. Make sure the phone number you’re using to log in to your account is the same number you’re awaiting the text message at.
    ​

  • Reception issues. Ensure that you are in an area with strong reception. If your reception is strong, but the message is not coming through, try restarting your device.

Troubleshooting 2FA Code at Login

Incorrect Code

If you see an error message stating, "The code you entered is incorrect. Please re-enter the code", follow the guidance below.

  1. Click Ok to close the popup

  2. Try entering the code sent to you one more time

  3. Click Sign In

  4. If are you still not successfully logged in, click Ok to close the popup again, go back to the sign-in page and input your credentials again to prompt a new code to be sent that you can input

Expired Code

If you see an error message stating, "The code you entered has expired. Verification codes are valid for 30 minutes. Please click or tap Resend Code to receive a new one and try again”, follow the guidance below.

These verification codes are set to expire after 30 minutes. This is for account security to avoid anyone but you using the code.

  1. Click Ok to close the popup and be navigated back to the sign-in page

  2. Click Sign In again
    ​Note: Your credentials should be auto-filled, but if not, please enter them first

  3. Enter the new code you receive to attempt logging in

Too Many Incorrect Attempts

If you see an error message stating, "The code has been entered incorrectly too many times. Please click or tap Resend Code to receive a new one and try again", follow the guidance below.

This can occur if an incorrect code is entered too many times in a small timeframe and is a precaution we will take to ensure no one is trying to enter your account besides you.

  1. Click Ok to close the popup and be navigated back to the sign-in page

  2. Click Sign In again
    ​Note: Your credentials should be auto-filled, but if not, please enter them first

  3. Enter the new code you receive to attempt logging in

🚩 Still having problems? Contact brightwheel Support for assistance.

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