Try these in order. Most cases are resolved by the first two.
Check your spam and promotions folders. Verification codes land there more often than anywhere else.
Request a new code rather than using one from an earlier email or text. Codes expire, so an older one may already be dead.
Confirm you are using the exact email address your account was created with. A different address, even a close variant of the same one, will not find your account.
If you still have a signed-in session on another device or browser, try a magic link. Magic-link sign-in is managed in the portal under Settings, then Security, so it needs a device where you are already signed in. It is worth enabling before you ever need it.
If you added a phone number to your account, your code may arrive by SMS instead of email. The same advice applies: request a fresh code, and check that your phone has signal and can receive texts.
If none of that works
Contact us with the email address on your account and we will look at it directly.
Please do not send us a verification code, a password, or any other credential. We will never ask you for one, and we do not need one to help you.
Adding another person to your account
If the problem is that a second person cannot log in, that is a different situation and depends on your account type.
On a joint account, both holders are part of the account, and signing steps generally follow a required order rather than both parties signing at the same time.
On a trust account, only the primary trustee is set up as a portal user, so a co-trustee will not have a separate login.
Contact us and we will confirm what applies to your account and set it up properly.