If you cannot receive a verification code by phone or email during account registration or logon, you will be unable to complete the process. This guide provides steps to resolve this issue.
Overview
To receive verification codes, first check your phone and email for device-related problems. Try to resend the code. If the problem persists, submit a manual appeal and our customer service team will assist you.
Step 1: Troubleshoot your device
For SMS verification:
Check for blockers: Ensure that no security applications on your phone are blocking SMS messages.
Contact your carrier: Your mobile carrier might be blacklisting verification messages. Contact them to check for and remove any blocks.
Check your service status: If your service was suspended for non-payment, it may take up to 24 hours to be fully restored after payment.
Check your signal: Make sure your phone has a stable cellular signal. Network delays can sometimes interfere with delivery. Wait a few moments and try again.
Your phone may not be able to receive text messages longer than 160 English characters.
For email verification:
Check your spam/junk folder: Verification emails from Alibaba Cloud are sometimes mistakenly filtered as spam.
Check your email provider's blocklist: Contact your email service provider to confirm that they are not blocking emails from the alibabacloud.com domain.
If the troubleshooting steps above do not work, please submit an appeal and our support team will gladly assist you.
Step 2: Submit an appeal
If you cannot receive verification codes on your email or secure phone during registration or logon, the appeal process consists of two steps: submitting your information and confirming the result.
1. Submit appeal information
Go to the Alibaba Cloud home page, click Log In in the upper-right corner, and then click Other Sign In Difficulties?.
Select your scenario: I am unable to receive verification code when registering or I cannot log in (MFA/TOTP and login mask could not be verified). Then, click Next step.
Complete the slider verification, fill in the Appeal Materials, and click Submit. Note: Please provide an active email address and a valid phone number. The result of your appeal will be sent to this email.
2. Confirm the appeal result
After submission, you will receive a query code. An Alibaba Cloud support engineer will contact you to verify your identity and help resolve the issue.
What to do next
Change your secure phone number: If you frequently have issues receiving SMS codes, it may be due to your local carrier. Consider changing the phone number associated with your account.
Configure Multi-Factor Authentication (MFA): Binding a virtual MFA device (like Google Authenticator or Microsoft Authenticator) provides a reliable alternative to SMS codes for identity verification in most scenarios.