Overview

We’re currently seeing a temporary issue where some users are unable to sign into their Hope College Google accounts because Google appears to have disabled text message (SMS) codes as a valid 2-Step Verification (2FA) method.

This change does not appear to be intentional or permanent — Google has not made any official announcement about the update taking effect.

If your account uses text messages for sign-in, you may see an error saying your account “does not meet our 2-Step Verification policy.”

This only affects users who rely on text messages for verification.
Those already using Google Prompt, Authenticator apps, or security keys (FIDO) are not affected.

Who Is Affected

• Individual (personal) Hope accounts — users who receive 2FA codes by text message.

• Department/shared accounts — accounts accessed by multiple people that were set up to receive SMS codes.

Symptoms

• The user reports:

  “I’m not receiving my 2-Step Verification code.”
  “It says my account doesn’t meet the 2-Step Verification policy.”

• The user may be locked out of Gmail and other Google services.

Resolution

For Individual (Personal) Accounts

Option 1 – Sign in through the Gmail app

If you normally receive a text code when signing in and it no longer arrives, try this first:

1. On your phone, install the Gmail app from the App Store or Google Play Store if you don’t already have it.

2. Open the Gmail app and sign in with your @hope.edu account.

3. You should still receive one final text message that lets you complete the sign-in.

4. Once signed in, Google will automatically switch your account to use Google Prompts (a pop-up approval) instead of text messages.

✅ Important: After you’ve done this, you can go back to checking your email however you normally do — on your computer, in Outlook, Apple Mail, etc.
You don’t have to keep using the Gmail app for everyday email. It’s just needed once to restore your login and enable the new prompt method.

Option 2 – Use backup codes (if the Gmail app doesn’t work)

If you still can’t sign in or never get the text code:

• Call the CIT Help Desk at 616-395-7670 or stop by in person.

• We can provide Google backup codes over the phone to help you sign in.

Once you’re back in, we recommend updating your 2-Step Verification settings to use Google Prompt to prevent this from happening again.

You can follow our guide here for adding a new sign-in method:
👉 How to Download and Set Up the Google Authenticator App

For Departmental or Shared Accounts

Departmental and shared accounts (such as [email protected], [email protected], etc.) are often accessed by multiple people and don’t use the Gmail app on a personal device.
Because of that, the Gmail app workaround above usually isn’t practical.

If a shared account can no longer receive text codes:

1. Have a department representative call or visit the CIT Help Desk.

2. CIT can securely provide Google backup codes to get the account signed back in.

3. After regaining access, we recommend setting up a more reliable 2-Step Verification method.
   You can find setup instructions for the Gmail and Authenticator apps here:
   👉 How to Download and Set Up the Google Authenticator App

What to Expect Next

We’re monitoring this situation closely.
If Google publishes an official announcement or restores SMS verification, we’ll update status page.
 

In the meantime, switching to Google Prompt is the simplest and most reliable way to keep your account protected and prevent future login issues.

If you have questions or need help, contact the CIT Help Desk:
📞 616-395-7670  ✉️ [email protected]