Why cannot I receive the SMS verification code from MERCUSYS App?

Introduction

Currently, the MERCUSYS App supports registering a MERCUSYS ID with a mobile phone number to manage your MERCUSYS devices. You can use your mobile phone number to retrieve your account password. However, sometimes you may fail to receive the verification code or encounter other issues. The following are some troubleshooting suggestions.

Requirement

Download the MERCUSYS App by visiting the Google Play Store, the App Store, or by scanning the QR code.

Scan QR code to download MERCUSYS app.

Troubleshooting

Scenario 1: Unable to Receive SMS Verification Code

Step 1. Verify Phone Number and Country Code

Ensure the correct country/region code is selected and the mobile phone number is entered accurately.

Step 2. Check Mobile Signal

Confirm your phone has a strong signal (at least two bars) and is not in airplane mode. Avoid locations with poor reception, such as elevators or basements.

Step 3. Allow Time for Delivery

Due to potential network congestion, SMS delivery may be delayed. Wait 5-10 minutes before requesting a new code. Avoid repeatedly clicking "Get Verification Code," as this may trigger security measures.

Step 4. Check Spam/Block Lists

Review your phone's spam filter, SMS blocking settings, and any third-party security apps to ensure that SMS messages from MERCUSYS (often from a short number) are not being blocked.

Step 5. Restart Your Phone

Restart your mobile phone and attempt to request the verification code again.

Step 6. Contact Your Mobile Carrier

Contact your mobile service provider to verify that your SMS service is active and that you haven't blocked SMS messages from enterprise service providers or short numbers.

Note: If you have recently ported your number, please wait a day or contact your carrier to confirm whether the SMS service has been restored.

Scenario 2: Invalid or Unsupported Phone Number Message

Step 1

Ensure that you have entered only numbers (such as -, space, brackets), and make sure that after selecting the correct country code, you do not enter "0" or the country code before the number.

Step 2

Do not use network virtual numbers. To ensure account security, MERCUSYS may not currently support the registration of some virtual operator (VoIP) numbers.

Note: If you really can't register with your mobile phone number, we recommend registering with your email address first.

QA

Q1: What should I do if the above troubleshooting doesn't work?

A1: If you are still unable to receive the verification code after following the above suggestions, please contact MERCUSYS Technical Support and provide the following information:

Your country/region and mobile phone number.

Your phone model and system version.

The version of the MERCUSYS app you are using.

The troubleshooting steps you have already completed.

The system log of MERCUSYS App: How to collect system log of MERCUSYS App