Can’t verify phone number

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

Step 1: Check your phone number

Make sure 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 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 get SMS texts 

• Check your settings: 
  • Cell signal needs to be on. 
  • Airplane mode needs to be off. 
• Ask a friend to text you to make sure 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 cell connection and aren't getting the SMS, request a call by tapping Call me.

Step 5: Try fixing the app

Quit & 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. Open Duo again.

Uninstall & 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.