If a donor reports issues with receiving their one-time passcode when trying to sign in using their phone number, see if the donor can try logging in with their email address instead. If that still doesn't work and you've confirmed that the donor can receive SMS on their mobile device, please try the following troubleshooting:
- Reinstall the App. Advise the donor to delete the Parachute app from their device and then download the latest version from their app store. Once it is downloaded, they can try to log back into the app.
- Check SMS Opt-Out Status. Explain that the donor may have accidentally opted out of receiving text messages, and to send a text with the word START to (940) 340-5674. After it is sent, they should try to log into the app again.
- Verify Blocked Contacts. It is also possible that the donor unintentionally blocked our number. Ask them to check their blocked contacts for (940) 340-5674. If it is blocked, they will need to unblock it.
- Correct Phone Number Format. Ensure that the donor is entering their phone number correctly. If they are including the “1” before their area code when logging into the app, it will not work.
If the above steps do not resolve the issue, we have an alternative method the donor can try. Instruct the donor to download a free phone number app, such as TextNow. This will allow them to obtain a temporary phone number that can receive SMS messages. If the donor chooses this route, please ensure to provide their new phone number here so we can update their profile accordingly.