Troubleshooting Verification Codes

Verification codes are sent via SMS as a way to protect the security of your Spruce account. They are sent when you create a new account on Spruce, when you are logging into an existing account, and when you are resetting your password.

If you are having trouble receiving your verification code, here are some common issues and ways to resolve them.

It's been 5 minutes and I still haven't received my code.

Verification codes should be received within 5 minutes of your requesting them, to the mobile number associated with your account.

If you still haven't received your verification code within 5 minutes, we recommend requesting a verification code one more time.

You can do this by pressing the 'back' arrow in the top-left corner of the 'Enter Your Verification Code' screen within the Spruce app, then pressing 'Next' again. This will re-trigger a verification code to be sent.

If you still do not receive a verification code upon the second request, the cause of the delay most commonly an outage in the SMS service associated with your carrier (e.g., AT&T, T-Mobile etc). If that is the case, you should restart your phone.

If, after going through all those steps, you are still unable to receive your verification code, please contact us at support@sprucehealth.com.

I can't receive my verification code because I changed my mobile number / lost my old phone.

If you no longer have access to the mobile number you used when you signed up for Spruce, then you will need to change the mobile number associated with your account.

In order to assist with this, we first need to manually verify your identity. We do this to protect you and the security of your Spruce account.

Simply email us at support@sprucehealth.comfrom the email address associated with your Spruce account, using the subject line 'Request to update Phone Number'. Please include in your email the following information:

  • Your full name
  • A picture of your face next to your photo ID (e.g., driver's license, passport, or government-issued ID)
  • Your old mobile number
  • Your new mobile number

We do not use or store this information for any purpose other than verifying your identity.

I can't receive my verification code because I can't access my phone right now.

From time to time, there may be cases where you temporarily cannot access your phone to receive your verification code.

In these cases, we highly recommend waiting until you have access to your phone again to access Spruce.

However, if you urgently need to access your Spruce account, we may be able to help you if we can first manually verify your identity.

Simply email us at support@sprucehealth.comfrom the email address associated with your Spruce account, describing your situation. Please include in your email the following information:

  • Your full name
  • A picture of your face next to your photo ID (e.g., driver's license, passport, or government-issued ID)
  • The mobile number associated with your account

We do not use or store this information for any purpose other than verifying your identity.

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