> For the complete documentation index, see [llms.txt](https://oten.gitbook.io/identity-support/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://oten.gitbook.io/identity-support/user-guide/account-management/account-security/what-should-i-do-if-i-dont-receive-a-verification-code-when-signing-up-or-forgot-password.md).

# What should I do if I don't receive a verification code when signing up or forgot password?

### I. Intro <a href="#i.-intro" id="i.-intro"></a>

If you cannot receive the verification code when you are **signing up** and **forgot password** in to your **Oten IDP account**, follow the steps in this article to resolve the issue.

### II. Troubleshooting <a href="#ii.-troubleshooting" id="ii.-troubleshooting"></a>

#### Issue <a href="#issue" id="issue"></a>

When you are **signing up** or **forgot password** in to your **Oten IDP account**, you cannot receive the verification code after entering the email address.

#### Solution <a href="#solution" id="solution"></a>

1. Click **Resend code** to request the verification code again.

![resendcode.png](https://media-cdn.atlassian.com/file/bd41ed58-cdb7-4c6e-ae83-586ff0c9a569/image/cdn?allowAnimated=true\&client=6a33d8aa-aa31-42c0-aadd-85f1754351f1\&collection=contentId-193331260\&height=125\&max-age=2592000\&mode=full-fit\&source=mediaCard\&token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI2YTMzZDhhYS1hYTMxLTQyYzAtYWFkZC04NWYxNzU0MzUxZjEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOmNvbnRlbnRJZC0xOTMzMzEyNjAiOlsicmVhZCJdfSwiZXhwIjoxNzgyMjEyNDg0LCJuYmYiOjE3ODIyMDk2MDQsImFhSWQiOiI3MTIwMjA6YzRiNDk4ZmQtM2VkZC00NGRkLTk2YzUtZTU3NmFiODQ2ZTI1IiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlLCJhdXRoVHlwZSI6InNlc3Npb24ifQ.VBkY1AnB2c_b-AACXUuEoN3ti7Lti76h5sNmrDfunR0\&width=434#media-blob-url=true\&id=bd41ed58-cdb7-4c6e-ae83-586ff0c9a569\&clientId=6a33d8aa-aa31-42c0-aadd-85f1754351f1\&contextId=contentId-193331260\&collection=contentId-193331260)

2. Depending on the method you used to sign up, perform the following checks to ensure that your email can receive verification code messages.

After the check is completed, try requesting the verification code again.

| **Sign up \| Forgot password** | **Checklist**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            |
| ------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Email**                      | <ul><li>Check whether you have entered the correct email address.</li><li>Check whether the network connection is working properly and ensure the email address service is accessible.</li><li>Check whether your email storage is full. If it is, clear up space promptly.</li><li>Check whether the verification code email is in the junk or spam mail folder. Search that mail folder for an email with the domain name <strong>@oten.live</strong> .We recommend adding the domain <strong>@oten.live</strong> to the list of allowed domains for your email account so that you can receive the verification code email.</li></ul> |

3. If you still do not receive the verification code after trying the above steps, Please send an email to [support@oten.com](mailto:support@larksuite.com).

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