Troubleshooting

Twitch Support Sent You to Authy and the Number Change Is Stuck

The Authy phone change takes 24-48 business hours; weeks of waiting points to a different problem.

Is this your situation?

You submitted Authy's Phone Change Form after Twitch Support sent you there, and the wait feels endless. You are checking whether this delay is normal or whether support has failed you.

The short answer

Authy typically processes phone change requests within 24-48 business hours. In some cases the request can take longer because Authy verifies identity before approving a change. If you cannot log in because you lost your phone or authentication device, the form is the correct path.

What you see, and why

SymptomCause
Days have passed with no update on your submitted form.Authy processes phone change requests within 24-48 business hours.
You are unsure if the form even applies to your authenticator app.The Authy phone change process applies to all Twitch 2FA users, not just those using the Authy app.
You wonder if Authy can help with other account problems you also have.Authy cannot help with Twitch account access issues unrelated to 2FA.

Check these first

  • Confirm how long it has actually been. Authy verifies identity and processes the phone change within 24-48 business hours.Verify: Count business hours, not calendar days, since submitting the form.
  • Check that you submitted old and new phone numbers correctly. The form requires providing old and new phone numbers.Verify: Review your submitted form for the correct old and new numbers.
  • Rule out an unrelated account issue. Authy cannot help with Twitch account suspensions or bans.Verify: Check whether your account shows a suspension notice separate from the phone change.

How Twitch handles this

  • Enabling 2FA on Twitch automatically creates an Authy account and Authy ID linked to the phone number used.
  • This Authy account linkage happens regardless of which authentication method is used, including Authy app, Google Authenticator, Microsoft Authenticator, or SMS codes.
  • Authy verifies the user's identity before approving a phone change.
  • Once a phone change request is approved, you can log in with the new phone number.

Which path applies to you?

  1. Has it been less than 48 business hours since you submitted the form? Authy processes phone change requests within 24-48 business hours.
  2. Has it been longer than 48 business hours with no response? Authy verifies identity and processes the phone change within 24-48 business hours.
  3. Is your issue actually about a suspension or ban, not a phone number? Authy cannot help with Twitch account suspensions or bans.
  4. Is your issue actually about fraud or an unauthorized purchase? The Authy phone change process should not be used for fraud or unauthorized purchase issues.

Step by step: finding the cause

  1. Confirm you used the correct form. A user who cannot log in to Twitch due to lost phone or authentication device access must fill out Authy's Phone Change Form providing old and new phone numbers.Confirm: Check your email for a confirmation that the form was received.
  2. Check the processing window. Authy processes phone change requests within 24-48 business hours.Confirm: Count only business hours, not weekends, since submission.
  3. Understand what Authy is checking. Authy verifies the user's identity before approving a phone change.Confirm: Check for any identity-verification email from Authy requesting more detail.
  4. Rule out a billing issue. Authy cannot help with Twitch billing or subscription issues.Confirm: Check whether your actual concern involves a charge rather than phone access.
  5. Rule out a suspension issue. Authy cannot help with Twitch account suspensions or bans.Confirm: Check your account for any suspension notice unrelated to 2FA.
  6. Check for a fraud flag. The Authy phone change process should not be used for fraud or unauthorized purchase issues.Confirm: Check whether your situation involves unrecognized charges or purchases.
  7. Wait for approval. Once a phone change request is approved, the user can log in with the new phone number.Confirm: Check your email for an approval notice from Authy.
  8. Log in with the new number. After a phone change is approved, the user logs in at twitch.tv, enters username and password, and uses the new phone number to receive the 2FA code.Confirm: Check that the 2FA code arrives on the new phone number.

Common mistakes

  • Counting calendar time instead of business hours. Authy processes phone change requests within 24-48 business hours.Why it happens: You keep counting the days since you submitted, including the weekend.
  • Using the form for an unrelated billing dispute. Authy cannot help with Twitch billing or subscription issues.Why it happens: You submitted the form because it was the only contact form you could find.
  • Using the form while a suspension is the real issue. Authy cannot help with Twitch account suspensions or bans.Why it happens: You want any channel for a response, so you used the one in front of you.

Quick reference

SituationWhat applies
Normal waitAuthy processes phone change requests within 24-48 business hours.
Before approvalAuthy verifies the user's identity before approving a phone change.
After approvalOnce a phone change request is approved, the user can log in with the new phone number.
Fraud or unauthorized purchaseThe Authy phone change process should not be used for fraud or unauthorized purchase issues.
Suspension or banAuthy cannot help with Twitch account suspensions or bans.
Billing disputeAuthy cannot help with Twitch billing or subscription issues.
Unrelated access issueAuthy cannot help with Twitch account access issues unrelated to 2FA.

Keeping track of who has access

Delvia keeps a record of access changes so a stuck phone-number wait is diagnosed as a timing issue, not a mystery.