Verification code or e-mail does not arrive
Docnova sends two different messages, and they are not the same thing:
| Message | When it is sent | What it looks like |
|---|---|---|
| Login verification code | Every time you log in, if two-factor authentication is on | 6-digit code, entered on the login screen |
| E-mail confirmation | When you create an account, and when you create a company from an unconfirmed address | A link or code that confirms the address itself |
Most reports of "the code never arrives" are about the second one: login codes arrive, company creation still asks for confirmation. The two messages travel separately, so receiving one does not prove the other was delivered.
First checks
- Look in the spam or junk folder, and in any "Promotions" or "Other" tab your provider adds.
- Confirm the address you are checking is the address on the account. If you registered with a company address but read a personal mailbox, the message is not lost — it is somewhere else.
- Wait two minutes before requesting a new one. Every new request invalidates the previous code, so requesting repeatedly is the fastest way to end up with only expired codes.
"Invalid or expired code"
Codes are short-lived. If a code arrives late, the code is already dead when you type it.
- Use Resend code and then use the newest message only. Older messages in the inbox are no longer valid.
- If you requested several codes, the valid one is always the last to arrive.
- If delivery is consistently slow by several minutes, do not keep retrying — report it, since that points at mail delivery rather than at your account.
Wrong address on the account
If the address itself is wrong or no longer reachable, the login screen lets you correct it: use Update e-mail and resend code instead of creating a second account. A second account with the same company details will collide with the first one.
When to contact support
Contact support if:
- Login codes arrive, but the confirmation message for company creation never does.
- Nothing arrives at all within fifteen minutes, spam folder included.
- Every code you receive reports itself as invalid or expired.
Include the exact e-mail address, whether login codes work, and roughly when you tried. Support can confirm whether the message was accepted for delivery, which separates a Docnova problem from a mailbox problem.