Why can't I link my phone number to my account?

Decision Tree
Did you receive an error message when adding or updating a phone number on your Sampler account?
  • Yes
  • No
  • Add Button
What error message did you receive?
  • "Phone number is invalid"
  • "This number cannot be linked to your Sampler account at this time"
  • "This number cannot be used as it is linked to another Sampler account"
  • Add Button
Unfortunately at this time we can not accept landlines or VoIP numbers for the purpose of authenticating your Sampler account.  Why?‍ 

What is a VoIP number and do I have one?

A VoIP number, or Voice over IP number, uses the internet to place calls. This is opposed to traditional phone service, where calls are routed through a telephone network.  VoIP numbers are not assigned a location and the method of transmission is much different than a traditional phone.

You may not know that your phone number is a VoIP number.  If you require an internet connection to use your phone or use your phone through your computer, you are using a VoIP number.  If you are still unsure, the best way to confirm this is to contact your service provider and ask.  If your carrier is a non-traditional telephone service (like a cable company) you likely have a VoIP number.

If you received this message it may mean that:

  1. The mobile number is currently linked to a Sampler account that made a sample claim within the last 30 days.
  2. The mobile number was linked to a Sampler account that was deleted in the last 30 days.

Please double check you have entered the correct phone number.  If the phone number you entered is linked to another account or a deleted account you may need to wait up to 30 days to add the number to your account.


  • Double check that you have entered the correct phone number
  • Check that you don't already have a Sampler account associated with another email address (you might have created a Sampler account as part of a sampling program with one of your favorite brands in the past)
  • You can only have one Sampler account‍ 
  • If you recently deleted an account you may need to wait up to 30 days to link your phone number to your new account
  • If you continue to have issues contact support
This content will be shown (depending on) when button above is clicked
The number you entered is already linked to a Sampler account.  You can only have one Sampler account.

If you need help accessing your account you can learn about how to reset your password.

If you do not have another account or cannot recover your previous account and would like to claim this number please contact Sampler support.  (Note: Once transferred, you will not be able to claim samples for up to 30 days from the last sample claim on the old account. The previous account will not be able to claim until a new phone number is validated)

This content will be shown (depending on) when button above is clicked
If you did not receive an error message but have not yet received a verification code, try the below steps.
  1.  Confirm that your entered the correct phone number
  2.  During times of heavy traffic verifications codes may be delayed, please wait 5-10 minutes to receive your code before moving to the next step
  3.  To resend your verification code simply select "Edit Number" and "Send Verification Code" on the next screen (*note: please only click this once)
  4.  If you are still having trouble, please contact support

Was this article helpful?

Still Need Help?

Reach out to the Sampler support team

Contact Us