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I didn’t get a verification code

If you were expecting a verification code from Lili and didn’t receive it, there are a few things you can check to get back on track.

1. Confirm where we’re sending the code

First, make sure we’re sending the code to the right place:

  • If you’re expecting a text message:
    • Check that the mobile number saved on your Lili profile is correct and can receive text messages.
  • If you’re expecting an email:
    • Confirm the email address on your Lili profile is correct and that you can receive messages there.

You can review and update your contact details in the Lili app or by contacting the Lili team if you can’t sign in.

2. If you’re expecting a text message or a call

Try these steps in order:

  1. Make sure your phone has a strong signal and can receive text messages or calls (no Airplane Mode, do not disturb, or call/text blocking for short codes).
  2. Toggle Airplane Mode on and then off, or restart your phone, to refresh your connection to the network.
  3. Check whether other verification or one‑time codes are arriving normally (for example, from other apps or services).
  4. Wait a couple of minutes before requesting a new code. Each new code may invalidate the previous one, so always use the most recent code you receive.

If you still don’t receive a code after a few attempts and a few minutes, your mobile carrier may be blocking short codes or experiencing delays.

3. If you’re expecting an email

If your code should arrive by email:

  1. Check your Spam, Junk, and Promotions folders.
  2. Search your inbox for Lili or noreply‑style addresses associated with your account emails.
  3. Mark Lili’s emails as “Not spam” and add us to your contacts or safe‑sender list to help future messages arrive.
  4. If other Lili emails are arriving but the verification email is not, wait a couple of minutes, then try sending the code again once.

If you still don’t see the email, your email provider may be delaying or filtering our messages.

4. If you’ve tried these steps and still don’t get a code

If you’ve confirmed your contact information, followed the steps above, and still aren’t receiving verification codes, we may need to help you directly.

  • If you can still access the Lili app (for example, on a trusted device):
    • In the Web App: Choose “Chat” upon clicking on the "?" icon at the bottom-right ; On the Mobile App: Select “Chat with us” on the menu.
    • Write to us in the prompt that opens.
  • If you cannot sign in at all:

For your security, we may ask you to verify your identity and may need to review or reset your verification method (for example, updating your phone number or adjusting your 2‑step verification settings) in line with our security policies.

If you’re repeatedly having trouble with verification codes, let our team know which method you were using (text, call, or email), what device and carrier or email provider you use, and roughly when you requested the codes—this helps us investigate more quickly.

 

 

Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted. 

Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.