TABLE OF CONTENTS
- Entering your cell phone or Google Voice number correctly.
- Error message: "We are having trouble using this phone number."
- Error message: "Access Denied."
- I didn't receive the text.
Entering your cell phone or Google Voice number correctly.
- Select your phone number country flag (it will default to US).
- The country flag automatically adds the country code to the number when sending the text.
- Do NOT include the "1" for the USA or "00##" for outside the USA
- Do NOT add a "+" at the start of your number
- The country code will not appear in the phone number field
- Do NOT add any preceding zeros ("0") to your phone number.
- Then enter any area code (for states, provinces, etc.) followed by the rest of the phone number.
Please confirm the phone number you entered is a cell phone or Google Voice number. The text will not work to a landline or other service to receive text messages.
Your cell phone or Google Voice number can only be associated with one Luna Member account.
Error message: "We are having trouble using this phone number."
This error often means your cell phone or Google Voice number is already in use on another Luna member account. You can only have one Member account associated with a single phone number. Things you can consider:
- Is there another email address you may have used to set up a Luna account already?
- Do you have a friend or family member who may have used your number for their account?
- Are you trying to create a new account when you should try logging in instead?
Error message: "Access Denied."
You have entered too many unaccepted/incorrect phone numbers and the system thinks you are a bot. You will need to contact Support at support@lunadna.com to have this state cleared before you can continue.
Remember: You can only use a cell phone number or a Google Voice number for two-factor authentication.
I didn't receive the text.
- Your phone carrier is having intermittent issues with their service -
- Waiting and trying again usually resolves this.
- You are in an area with poor cell phone reception/wifi -
- Getting back to an area with good reception usually resolves this.
- You changed your phone number and the text is going to an old phone number that you had setup your account with previously -
- You can use your saved Recovery Codes to login instead (help article: Using Recovery Codes).
- If you do not have any Recovery Codes left or cannot find where you saved your Recovery Codes, please follow the steps in this help article: How do I update the phone number on my Member account? for contacting support to get assistance.