Verification codes help protect your HoneyBook account and ensure only authorized users can make secure changes or access files. If you or your clients aren’t receiving a code, this article walks through common reasons and step-by-step solutions before you need to contact our Support team.
Before you start
Verification codes are sent by SMS text to your registered security phone number
You must have active cellular service, not just Wi-Fi
Only US- or Canada-based mobile numbers that support text messaging are compatible
Check cell service availability
Verification codes are sent via SMS and won’t arrive over Wi-Fi alone.
Make sure your phone has cell service and can receive text messages
If service is weak, move to an area with better reception, then request a new code
Confirm your security phone number is compatible
HoneyBook can’t send verification codes to:
Landlines
Digital phone services like Google Voice or VoIP numbers
To fix this, update your security phone number to a mobile number that supports text messaging. Learn how to change your security phone number.
You no longer have access to your security phone number
Why Is Verification Required?
Lost access to your old security phone number means the self-service option won’t work as you cannot receive the required verification codes. For security purposes, HoneyBook requires identity verification to update your phone number securely.
If you no longer have access to the security phone number linked to your HoneyBook account, you’ll need to follow a verification process to update it. This ensures the continued security of your account.
What You’ll Need for Verification
To update your security phone number, prepare the following:
Photo ID verification: A government-issued ID such as a passport or driver’s license.
Selfie holding your ID: A clear photo of yourself holding the photo ID next to your face.
Front and back images of your ID: Ensure these are high-quality images.
Step-by-Step Guide to Update Your Security Phone Number
Contact HoneyBook Support: Inform HoneyBook Support via email or the Help Center that you need to update your security phone number as you no longer have access to the old one.
Submit Required Documents for Verification: Include the photos and documents mentioned above.
Confirm Your New Phone Number: Provide the new phone number you want to associate with your HoneyBook account.
If you can’t add or edit your security phone number
If your old security phone number no longer works or you can’t complete the verification process, contact our Support team:
Make sure to have the following information and documents ready when contacting Support:
Photo ID verification (government-issued such as a passport or driver’s license) with corresponding photos as required for verification.
Details of your old and new phone numbers to ensure a smooth update.
Select the Question Mark icon on any HoneyBook page
Select Message us > Send us a message
To connect with a person, enter “Talk to a person”
Include the following details:
Your login email address
The number you’re trying to update from or to
A short note describing the issue or error message
Screenshots, if available
Client isn’t receiving a SMS verification code for secure access
Clients only receive SMS verification codes when they:
Submit a lead form, or
Schedule a meeting through your HoneyBook calendar
If your client isn’t receiving their code, have them check:
That the security phone number they entered is correct
They have active cell service (SMS can’t be received over Wi-Fi alone)
They don’t have message blocking or filtering turned on
Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!