Universal Credit Security Code Not Working? How to Fix It
If Universal Credit asks for a security code and you cannot sign in, start by identifying the problem.
The SMS may not arrive, arrive late, or stop working. You may also see a message about problems sending access codes.
This guide explains what you can check and when to contact Universal Credit. For general guidance, see our Universal Credit sign in guide.
Reviewed by Sarah Ahmed, benefits guidance writer. Last checked: August 2026.
Why Is My Universal Credit Security Code Not Arriving?
Start with a few simple checks before trying again.
- Make sure your phone is switched on.
- Check that you have mobile signal.
- Make sure your phone can receive normal text messages.
- Check that you are using the phone linked to your claim.
- Wait if the sign in service says there may be a delay.
Do not keep requesting new codes if the page tells you not to.
A security code problem may sometimes affect the SMS service itself. It may not be an issue with your phone.
Check Whether the Problem Is Wider Than Your Phone
Look carefully at the message shown on the Universal Credit sign in page. If it reports a problem sending SMS access codes, follow the instruction shown there.
Some claimants have reported problems receiving access codes during wider SMS issues. These problems can also make it difficult to access journal messages or appointments.
“Sorry, We Are Currently Having Problems Sending SMS Access Codes”
This message means the service is having trouble sending the SMS access code.
If you see this message, follow the instructions displayed on the Universal Credit sign in page. Do not repeatedly submit another request when the service tells you not to.
Try again later if the service asks you to do so.
If the problem continues, contact Universal Credit and explain that the SMS access code is not being sent.
What If My Security Code Arrives Late?
A delayed text can cause confusion, especially if you have already tried again.
When a code eventually arrives:
- Check the message carefully.
- Follow the current sign in instructions.
- Do not keep entering older codes at random.
- If the service says a code has expired, request a new one when allowed.
- Contact Universal Credit if the same delay keeps happening.
There is no need to rely on a fixed expiry time unless the service shows one.
What If My Security Code Has Expired?
If the service says your security code has expired, do not keep using that code. Request another code when the service allows you to do so, then use the new code provided by the service.
Do not apply GOV.UK One Login security code rules to Universal Credit. The two services use separate sign in systems.
What If I Receive Several Security Codes?
Delayed messages can leave you with several texts. Do not assume every code is still valid.
Follow the latest instruction shown by the Universal Credit sign in service. If a code does not work, avoid repeatedly trying older messages.
If several requests continue causing problems, stop and contact Universal Credit.
What If My Security Code Is Being Sent to My Old Phone?
This can prevent you from completing sign in. Your current phone number may not be the number connected to your Universal Credit claim.
- If you still have access to the old number, check whether it can receive texts.
- If you no longer have that phone or number, contact Universal Credit.
- Do not try to bypass the security check or create another account.
What If I Cannot Receive SMS on My Phone?
Check these basic points:
- Your phone is switched on.
- You have mobile reception.
- Normal text messages are arriving.
- Your mobile number is still active.
- You have not recently changed the phone or number connected to your claim.
If normal texts arrive but the access code does not, the problem may not be your phone.
Follow the message shown by Universal Credit. Contact them if the problem continues.
Can I Receive My Universal Credit Security Code by Email?
Do not assume that Universal Credit can send the security code by email. Use the sign in method and options offered by the Universal Credit service.
GOV.UK One Login has separate security code options, including email and authenticator apps. Those options do not automatically apply to Universal Credit.
What If I Cannot Sign In Because of the Security Code?
A security code problem can prevent access to important account information.
Your Universal Credit account can contain:
- Payment information
- Your claimant commitment
- To do items
- Journal messages
- Appointment information
- Messages from your work coach or case manager
If you need to complete something urgently, contact Universal Credit if the code problem prevents access.
Explain that a technical sign in problem is stopping you from accessing your account.
If possible, keep a screenshot of the error message. It can help explain what happened.
Is Universal Credit the Same as GOV.UK One Login?
No. Universal Credit has its own sign in service. GOV.UK One Login does not currently work with Universal Credit.
This distinction matters because One Login has its own security code system and instructions. Do not follow One Login troubleshooting steps as though they were Universal Credit instructions.
Can I Use an Authenticator App for Universal Credit?
Do not assume that you can.
GOV.UK One Login supports authenticator apps. That does not mean Universal Credit offers the same option.
Use the security method shown by the Universal Credit sign in service.
Keep Your Universal Credit Security Code Private
Never give your security code to someone offering unofficial login help.
Keep these details private:
- Security code
- Password
- User ID
- National Insurance number
- Bank details
Do not post these details on social media, forums, or public websites.
If you receive a security code that you did not request, do not share it with anyone.
When Should I Contact Universal Credit?
Contact Universal Credit if:
- Your security code never arrives.
- SMS problems keep happening.
- The code goes to an old number.
- Your phone cannot receive the required text.
- The service repeatedly rejects your code.
- You cannot access an urgent journal task.
- You cannot check an important appointment.
- You suspect someone may be trying to access your account.
Universal Credit Contact Details
| Service | Contact |
| Universal Credit helpline | 0800 328 5644 |
| Relay UK | 18001 then 0800 328 5644 |
| Textphone | 0800 328 1344 |
| Welsh language | 0800 328 1744 |
| Opening hours | Monday to Friday, 8am to 6pm |
| Northern Ireland Universal Credit Service Centre | 0800 012 1331 |
| Northern Ireland textphone | 0800 012 1441 |
If you live in Northern Ireland, contact the Universal Credit Service Centre rather than the GB helpline.
What If the Problem Is Not the Security Code?
Not every sign in problem belongs on this page.
| Your problem | Correct page |
| Forgot your password | Forgot Universal Credit Password |
| Forgot your User ID | Forgot Universal Credit User ID |
| Login details are rejected | Universal Credit Login Problems |
| The service itself is unavailable | Universal Credit Service Unavailable |
| Security code is missing or failing | This Security Code page |
Keeping these problems separate makes it easier to find the right solution.
Frequently Asked Questions
Why am I not receiving my Universal Credit security code?
Check your phone signal and SMS reception first. If the service reports an SMS problem, follow its instructions and try again later.
What if my Universal Credit security code arrives late?
Follow the current instruction on the sign in page. Do not keep using an older code if the service rejects it.
What if my Universal Credit security code has expired?
Request a new code when the service allows it. Do not keep using an expired code.
What if I receive several Universal Credit security codes?
Follow the latest instruction shown by the Universal Credit service. Avoid guessing between older messages.
What if my security code is being sent to my old phone?
If you no longer have access to that number, contact Universal Credit. Do not try to bypass the security check.
Can I receive my Universal Credit security code by email?
Do not assume email recovery is available. Use the security method offered by the Universal Credit sign in service.
Can I use an authenticator app for Universal Credit?
GOV.UK One Login supports authenticator apps, but One Login is separate from Universal Credit. Use only the options offered by the Universal Credit service.
What should I do if I cannot sign in because of the security code?
Contact Universal Credit if the problem continues. Explain that the missing or failed security code is preventing access to your account.