Urgent! Unable to receive SMS authentication code

Hey ​@Bon Bon Chow, thanks for reaching out! 

I can see your teammate is completely locked out. Before I dig deeper, a couple of things worth trying first:

1. Switch to an authenticator app- If your teammate has access to their account settings (or if an org admin can help), switching from SMS to an authenticator app (like Google Authenticator or Authy) is more reliable and avoids carrier delivery issues entirely.
2. Check if SSO is available- If your organisation uses single sign-on (SSO), your teammate may be able to log in via that route instead and bypass the SMS step completely. Check with your org admin.
3. Use a recovery code- When two-factor authentication (2FA) is set up, Figma provides one-time recovery codes. If your teammate saved those, they can use one to get in now.
    

For security and privacy reasons, I'm not able to look into account-specific details here on the forum. For account access issues like this, our support team can verify identity and help restore access. Your teammate can reach out to them via our support hub: https://help.figma.com/hc/en-us/requests/new. 

To help me troubleshoot further, could you let me know if you teammate is part of an organisation (org) on Figma, or on a personal account? In the meantime, this article on managing two-factor authentication covers the recovery code and app-based auth steps in detail.
 

Thank you, 

Gayani 

Hi ​@Gayani_S ,

Thank you for your swift response. My teammate is unable to access to the account and so unable to switch from SMS to 2FA verification code directly.

Currently, we are using Microsoft Authentication as our 2FA app in our org. May I know can he reach the support team via email? Is there any method that your side could help to directly change from SMS to 2FA app for authentication?

Thanks!

Best Regards,

Bon Bon

Hey ​@Bon Bon Chow, thanks for following up with more detail!

Your teammate can submit a request directly through this link: Contact Support. The support team will be able to verify their identity and assist from there.

On your question about whether Figma Support can switch the 2FA method on their end, this is something our team can look into on a case-by-case basis, but it does need to go through a formal support request so identity can be properly verified before any account changes are made.

In the meantime, it's also worth checking with your org admin: depending on your organisation's settings, they may have options in the admin dashboard to help unblock your teammate's access while the support request is in progress.

A couple of things that would be helpful to include when submitting the support request:

• The teammate's registered email address
• Confirmation that SMS codes aren't being received (carrier/number details if possible)
• That the org is using Microsoft Authenticator as the intended 2FA method

That'll give the support team everything they need to move quickly. Let me know if you have any other questions in the meantime!