I can’t verify my phone number

If you’re having problems sending or receiving the SMS verification code, try the following steps to complete verifying your phone number with Google Duo:

Step 1: Check your phone number

Make sure that your phone number was entered correctly with the right country code. 

Step 2: Check for a good Wi-Fi or mobile data connection

• Check your settings: 
  • Either Wi-Fi or mobile data needs to be on. 
  • Airplane mode needs to be turned off. 
• Move to where you have a better connection. Your Wi-Fi or mobile data icon should have at least 1 bar. 
• To test your connection, open a browser like Chrome or Safari. Go to a website and see if it loads.  

Step 3: Check that you can receive SMS texts 

• Check your settings: 
  • Mobile signal needs to be on. 
  • Airplane mode needs to be turned off. 
• Ask a friend to text you to make sure that your phone is working.

Step 4: Request a new verification code

On the verification code screen, you can ask for the code again.

• If you don’t receive a text message, tap Resend SMS.
• If you have a mobile connection and aren't receiving the SMS, request a call by tapping Call me.

Step 5: Try fixing the app

Exit and restart on your Chromebook

1. At the bottom right, select the time. 
2. Open Settings .
3. Under 'Google Play Store', select Google Play Store.
4. Select Manage Android preferences.
5. Select Apps. From the list of apps, select Duo.
6. Choose Force stop. Re-open Duo.

Uninstall and reinstall the app

1. Uninstall Duo.
2. Download Duo again.
3. Open the Duo app.

Restart your device

1. Turn off your device.
2. Turn it back on.
3. Open the Duo app.

Need more help?

If none of the above solve the issue, you can ask questions in the Duo Help Forum.