MFA Troubleshooting

If you're trying to log in to Tax Processors Plus Online and aren't receiving the MFA verification code by text or email, or the code isn't correct when you enter it, try these troubleshooting steps.

First of all, be sure you see the message on-screen "Verification code sent" along with a green message indicating the masked e-mail address or mobile number to which it was sent:

If you don't see the green message, the code wasn't sent. If you do see the green message, examine the mobile number or e-mail ensure you recognize it.

If you're waiting for a verification code by email:

• Check your Spam and Junk folders for the verification-code email as well as your main inbox.
• Verify that you are logged in to the correct email account. The code will only be sent to the email address that Tax Processors Plus Online has on file for you.

If you are at the correct email address, and the email is not going to a spam or junk folder, reach out to Tax Processors Plus Online Support for further assistance.

If you're waiting for a verification code by text message:

• First, verify that you entered your mobile phone number correctly. You will not be able to receive codes by text to a landline. If you only have a landline phone, use your email to get a code instead.
• Check with your service provider if the phone number was entered correctly but the text message did not come through. T-Mobile has been known to block MFA text messages as spam. Your phone provider will be able to help you adjust your text spam settings so that you can receive MFA codes.

If you've checked with your service provider for spam blocks and the mobile phone number was entered correctly, contact Tax Processors Plus Online Support for further assistance.