Troubleshoot: Identity verification methods

When Cyber Grapes asks you to prove it is really you, the challenge may use SMS, a voice call, an authenticator app, email, or a security key. Use this checklist when codes do not arrive or get rejected.

Quick checks

• Confirm the phone number or email on the challenge matches what you expect under account security settings.
• Wait a full minute before requesting another code. Rapid retries can delay delivery.
• Check spam or filtered folders for email codes.
• If you use an authenticator app, make sure the device clock is set to automatic time.
• Try Try another method when multiple options appear.

Still stuck?

1. Cancel the current challenge and sign out fully, then sign back in.
2. Update your verification phone if the number changed: Change my verification phone number.
3. If Domain Protection is on the domain, expect stricter checks for unlocks and contact edits.
4. Contact support at 763-CGRAPES (763-247-2737) if you lost every recovery method.