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Receiving messages from Persona

Troubleshoot: Receiving SMS (text message)

What to do if a verification SMS from Persona does not arrive: check filtered messages, confirm your phone number, and resend the SMS from the flow.

1 min read

This guide is for individuals going through a Persona-powered identity verification flow. While we’ve included helpful tips, the verification was set up by the business, service, or organization that asked you to verify. They use Persona as a tool, and they ultimately decide what’s required and can assist with your specific situation, if you’re having trouble.

Overview

In your Persona verification flow, you may have the option to receive an SMS message from Persona. If you are having trouble receiving an SMS, see the steps below to troubleshoot.

Troubleshoot a missing SMS

If you do NOT receive an SMS (text message) you expected:

  • Check your “spam” messages: Your messaging app may have sent Persona’s message to a spam folder.
    • On iPhone:
      • Open the Messages app.
      • If you see Filters in the top left corner, tap Filters.
      • Select Unknown Senders from the list of options. This displays messages that were automatically filtered out from your main inbox.
      • Look for a text message from Persona.
  • Double-check your number: Double-check that you have entered your phone number correctly. In your Persona flow, you may need to tap a “back” arrow to return to the screen where you entered your number.
  • Resend the SMS: In your Persona flow, you can request that Persona resend the SMS.

Keep reading

Who can help

The business that asked you to verify

They set up the verification, see the result, and decide what happens next, so they are the ones who can help with your result, what they need from you, or another try. Look for their help or contact page in the app, site, or email where your verification started.

Need to reach Persona instead?

Persona provides the verification tool for the business that asked you to verify, but it cannot approve, re-run, or override their decision. For any problem with your verification, including a page that will not load or a button that does nothing, we recommend contacting the app or service you are trying to access, which is named in the verification flow.

If you would still like to reach Persona, you can contact Persona support.

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