If you cannot receive a verification code by phone or email during account registration or logon, use this guide to troubleshoot common delivery issues and, if needed, submit a manual appeal.
Two types of mobile verification during login
When logging into your Alibaba Cloud account or modifying account information, you may be prompted for mobile phone verification. There are two types of mobile verification with different causes and solutions. Check the verification page to determine which type you are encountering, and then follow the corresponding solution.
Security-triggered verification
How to identify: The verification page displays an Email Verification option in the bottom-right corner.
This type of verification is automatically triggered by the Alibaba Cloud security system when it detects unusual login behavior, such as logging in from a new location or device.
Solution:
If you cannot receive the SMS verification code, click Email Verification in the bottom-right corner of the verification page to complete verification using your registered email address instead.
This type of security verification generally cannot be disabled. If email verification is also unavailable, submit an appeal by following the steps below.
User-enabled account protection (login mobile verification)
How to identify: The verification page does not display an email verification option in the bottom-right corner. Only mobile phone verification is available.
This type of verification is triggered by the Login Mobile Verification feature that you enabled in Account Center > Security Settings > Account Protection.
Solution:
This type of verification only supports mobile phone verification and cannot be switched to email verification.
If you cannot receive the verification code or no longer have access to the registered phone number, try the troubleshooting steps below.
If troubleshooting does not resolve the issue, submit an appeal to contact customer support for assistance with changing your security phone number.
After your phone number is updated or the issue is resolved, you can re-enable login mobile verification in Account Center > Security Settings > Account Protection. For more information, see Configure MFA for your account.
How to resolve the issue
Start by checking your phone or email for common delivery problems. If those steps don't resolve the issue, submit an appeal so a support engineer can verify your identity and restore access.
Step 1: Troubleshoot your device
For SMS verification:
Check for blockers: Make sure no security application on your phone is blocking SMS messages from unknown senders.
Contact your carrier: Your mobile carrier may be filtering verification messages. Contact them to check for and remove any blocks on short-code SMS traffic.
Check your service status: If your mobile service was suspended for non-payment, SMS delivery may take up to 24 hours to resume after payment.
Check your signal: A weak or unstable cellular signal can delay delivery. Move to an area with better coverage, wait a moment, and try again.
Resend the code: If the code does not arrive, wait for the countdown timer to finish, then click Resend on the verification page. Avoid clicking it repeatedly — excessive requests can trigger a temporary security block that delays delivery further.
Restart your device: If your phone has been running for an extended period without a restart, try powering it off and back on to refresh its network registration state.
Free up storage: Check whether your SMS inbox is full. Delete some older messages, then try requesting a new verification code.
Cross-device test: If none of the steps above help, insert the SIM card into a different working phone. If the second phone receives the code, the issue is with your original handset rather than the SIM card or carrier.
For email verification:
Check your spam/junk folder: Verification emails from Alibaba Cloud are sent from the alibabacloud.com domain. Search your spam/junk folder for messages from this domain if the email is not in your inbox.
Check your email provider's blocklist: Contact your email service provider to confirm that they are not blocking emails from the alibabacloud.com domain.
Add our sender address to your whitelist: The sender address for Alibaba Cloud verification emails is
system-sg@notice.alibabacloud.com. Add this address to your email whitelist (or trusted senders list), then request a new verification code to improve email deliverability.
Browser or network issues:
If you experience repeated slider/captcha verification failures, see a "too many requests" error, or are blocked due to detected unusual traffic:
Switch browsers or use incognito mode: Open the page in a different browser, or use Chrome in incognito mode, to resolve slider verification failures caused by browser extensions or cached session data.
Wait and retry: If you see a "too many requests" message, wait 24 hours before attempting to request a verification code again.
Switch networks or restart your device: Switch from Wi-Fi to mobile data (or vice versa), or restart your device to clear the unusual traffic flag, then try again.
If none of the steps above resolve the issue, submit an appeal.
Step 2: Submit an appeal
The appeal process has two steps: submit your information, then confirm the result.
Submit appeal information
Go to the Alibaba Cloud home page, click Login in the upper-right corner, then click Other Sign In Difficulties? at the bottom.
Select the scenario that matches your situation: I am unable to receive verification code or I cannot log in (MFA/TOTP and login mask could not be verified). Then click Next step.
Complete the slider verification, fill in your appeal information, and click Submit. Provide an active email address and a valid phone number — the appeal result will be sent to the email address you provide here.
Confirm the appeal result
After submission, you will receive a query code. Save this code for reference. An Alibaba Cloud support engineer will contact you to verify your identity and help resolve the issue.
What to do next
Change your phone number: If you frequently have trouble receiving SMS codes, consider changing the phone number associated with your account to one on a different carrier.
Set up Multi-Factor Authentication (MFA): Linking a virtual MFA device such as Google Authenticator or Microsoft Authenticator gives you a reliable alternative to SMS codes for identity verification in most scenarios.
FAQ
What should I do if I am unable to receive SMS verification codes on my international account and cannot purchase resources such as ECS instances?
Purchasing instances and performing other critical operations requires a bound secure phone number with SMS verification. If you are unable to receive SMS verification codes in your region and customer support cannot manually bypass the verification step, your account may be unable to complete the purchase. Try the appeal process described in this document to resolve the SMS delivery issue. You can also bind a virtual MFA device as an alternative verification method — see Multi-Factor Authentication (MFA) for setup instructions.