Fixing “2FA Not Received” in Retrieve

Overview

It’s fairly common for users to see the “2FA Not Received” status in Retrieve.
This happens when ComTrack fails to sync with the 2FA Email that’s supposed to catch verification codes from carrier portals.

When Gmail or Outlook connections break — Retrieve won’t be able to read the message, and you’ll see 2FA Not Received.

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Why It Happens

Here are the most common reasons:

• Your Gmail or Outlook 2FA Email connection is disconnected or expired.
• The carrier sent the code to a different email address than the one linked to Retrieve.
• A mail filter or forwarding rule blocked or delayed the message.

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The Fix: Fallback to Method 1

If reconnecting Gmail or Outlook doesn’t solve it, the fallback method is always Method 1 from the Retrieve: Automatic Statement Retrieval guide.

Method 1 means:

1. Replace the email on file with the carrier with your dedicated ComTrack forwarding email, which looks like:

   [e-mail]
   

2. Verify the change on the carrier’s website (they’ll send a test code).
3. Once verified, ComTrack will automatically receive all 2FA codes for that carrier going forward.

This ensures Retrieve can grab 2FA codes instantly — no Gmail or Outlook connection required.

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Example: Cigna

Let’s say you’re retrieving from Cigna and get “2FA Not Received.”

1. Go to cignaforbrokers.com and log in.
2. Navigate to My Profile → Contact Information.
3. Update your email to use your ComTrack address (e.g. [e-mail]).
4. Cigna will send a verification code to that address — Retrieve will catch it automatically.
5. Once verified, your Retrieve workflow will resume without needing Gmail or Outlook.

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Summary

✅ “2FA Not Received” = Retrieve couldn’t sync with your 2FA Email.
🔁 First try reconnecting Gmail or Outlook.
🪄 If that doesn’t work → use Method 1 from the Retrieve guide.
💡 Once your carrier is sending codes directly to your ComTrack email, Retrieve will resume normal operation.