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My one-time password isn't working

Problem Statement

This article explains what to do when your OTP (one-time password) is not working—for example invalid OTP or OTP email not received—and when testing on Time Machine.

Related Scenarios

  • I am an end-user and my OTP isn't working.
  • I am a merchant (not using Time Machine) and OTP isn't working.
  • I am testing on Time Machine and not receiving OTPs.
  • Two types of OTP issues: invalid OTP entered vs OTP email not received.

Solution

Scenario 1: Invalid OTP entered

  1. Confirm the email address and OTP are correct.
  2. Delete old OTP emails, request a new OTP, and sign in with the latest OTP only.

Note

After 5 incorrect attempts the account is locked for about 30 minutes. This is a security measure to limit excessive requests.

Scenario 2: OTP email not received

  1. Ensure you are signing in with the correct email address.
  2. Check the Spam folder for the OTP email.
  3. If you use your own SMTP, check logs and bounce list for the email address.
  4. Ensure you are using the correct domain region (US/EU/AU) for your site. Using the wrong region when resetting password can prevent the reset email from being sent.
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Time Machine: If you are a merchant testing on Time Machine and not receiving OTPs, see I am not able to receive OTPs when I test the site using Time Machine.

Temporary workaround: If a customer cannot access the portal and you need to give them access without login, you can create a portal session via the Create a portal session API.

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