Two-factor authentication (2FA) | FAQs

I didn’t get a login code (6-digit SMS)

If you didn’t get a login code, we can send it to you again:

  1. Tap Didn’t get your code?

  2. Select Resend 6-digit SMS and we’ll resend your login code.

Or you can log in using your recovery code instead:

  1. Tap Didn’t get your code?

  2. Select Use my 12-character recovery code and follow the instructions to log in.

 

Note: if you use your recovery code to log in, two-factor authentication will automatically be turned off. To keep your account secure, turn it back on:

  1. Go to Profile  > Settings > Two-factor authentication

  2. Under Two-factor authentication is turned off, toggle on Text message

  3. Follow the instructions to turn on 2FA.

Why didn’t I get a login code? (6-digit SMS)

There are a few reasons why you may not be able to get a login code. For example:

  • You don’t have network coverage.

  • You don’t have roaming turned on.

  • You’re using an old version of the Depop app.

I lost or can’t access my phone

If you can’t access your phone, you’ll need to use your recovery code to log in.

  1. Tap Didn’t get your code?

  2. Select Use my 12-character recovery code and follow the instructions to log in.

 

Note: if you use your recovery code to log in, two-factor authentication will automatically be turned off. To keep your account secure, turn it back on:

  • Go to Profile > Settings > Two-factor authentication and follow the instructions to turn 2FA on.

 

I can’t find my recovery code

Want to use your recovery code to log in but can’t find it? Don’t worry, you’ll still be able to access your account.

First, check to see if you saved your recovery code somewhere:

  • Check your photos to see if you saved a screenshot.

  • Check if you wrote it down in a safe place like your diary.

Still can’t find it? Get in touch with us so we can help you out.

 

How do I get a new recovery code?

If you’ve lost your recovery code and are still logged in, you can get a new one to keep safe in case you need it to log in in the future.

 

To get a new recovery code: 

  1. Go to Profile > Settings > Two-factor authentication

  2. Under Two-factor authentication is turned on, toggle off Text message

  3. Follow the instructions to turn off 2FA

  4. Once 2FA is turned off, toggle on Text message and follow the instructions to turn 2FA back on and get your new recovery code.

 

Does two-factor authentication work on web / Depop.com?

Yes, it does. If you have 2FA turned on, logging in on Depop.com is pretty much the same as logging in on the app – apart from a few key differences.

 

On web/Depop.com, you can’t:

  • Set up two-factor authentication for the first time.

  • Turn off two-factor authentication.

  • Turn two-factor authentication back on if you turned it off in the app.

  • Use your recovery code to log in.

If you need to do any of these things, you’ll need to do them in the app.

 

 

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