New Device Login Process

Article Title
New Device Login Process (2FA Verification)

Category
Technical Issues / Login Issues

General Information
For security purposes, players must complete a Two-Factor Authentication (2FA) process when logging in from a new device. This requires entering a one-time 6-digit code sent via email or SMS.

Purpose / Objective
To guide agents in assisting players with the 2FA login process and resolving issues related to receiving or entering verification codes.

Scenario / Use Case
A player is attempting to log in from a new device and is prompted to enter a verification code but needs help completing the process or troubleshooting issues.

Step-by-Step Instructions

2FA Process – Email

1. Player attempts to log in from a new device.
2. A prompt appears requesting a one-time verification code.
3. The system sends a 6-digit code to the player’s email address.
4. Player enters the code on the login screen.
5. Player selects Login/Sign In.
6. Once completed successfully, the player will not need to repeat 2FA on that device for 30 days.

2FA Process – SMS (Text)

1. Player attempts to log in from a new device.
2. A prompt appears requesting a one-time verification code.
3. The system sends a 6-digit code via SMS.
4. Player enters the code and selects Login/Sign In.
5. After successful login, 2FA will not be required again on that device for 30 days.

Additional Information / Tips

• 2FA is required only when logging in from a new device.
• Codes are one-time use and must be entered promptly.
• Players can receive codes via either email or phone number on file.

Variations / Related Questions Phrased Differently

• “Why am I getting a code when I log in?”
• “What is the login verification code?”
• “How do I log in on a new device?”
• “Why do I need a code to sign in?”
• “I’m being asked for a 6-digit code—what do I do?”

Common Issues / Troubleshooting

• Issue: Not receiving verification code

  • Confirm the email address or phone number matches the account
  • Check spam/junk folders for email
  • Ensure the mailbox is not full

• Issue: Email marked invalid

  • Check if the email is flagged as invalid in the account

• Issue: Code not found in system

  • Check Messages tab to confirm code was sent

• Issue: Emails disabled on account

  • Enable emails in the general tab and retry login

• Issue: Emails blocked or marked as spam previously

  • Advise player to update email settings or remove spam block

• Issue: Continued failure to receive codes

  • Suggest player update their email address and try again