Below are the most frequently asked questions for accounts experiencing issues with MFA. If you believe your account has been compromised, please email our support team or call us at (415) 374-7356 immediately.
I'm not receiving SMS codes
We may be experiencing technical issues with the SMS network. Please try again in a few minutes, but if the issue persists, contact [email protected]
If you've tried to log in several times and still have not received the codes, our system may temporarily stop sending the codes as a security measure. After an hour we will resume sending codes via SMS message.
If you've already waited more than 24 hours and are still not receiving the codes, check with your phone carrier to see if they are blocking our SMS messages.
No longer have access to my device
We get it, sometimes phones break or, worse, get stolen. When this happens, you can no longer access your Wyre account if you are not able to provide the SMS code. Please reach out to our support team explaining the situation and provide them with your old phone number.
For security purposes, we'll need to verify your identity and collect two identification documents:
- Crisp clear picture of your government-issued ID
- A selfie of you holding your ID
In some cases, our team may request a video call and ask you to answer some security questions before granting access to the account.
New phone and access to old number
- Sign in to your account normally with your username, password and 2FA code from your old number
- Go to your Security Settings page: https://dash.sendwyre.com/settings/security
- Select your MFA type (SMS, Link or Authenticator) and confirm your action
We have these procedures in place to make sure your account is always protected. It's your money, we want to make sure only you have access to it. Please keep in mind that account retrievals can take up to a week to complete.