OTP Codes not being sent
I'm trying to create new users and on first time login you need the Code to verify the account, these aren't coming though. Even Resend Code seems to do nothing at all. I'm kind of stuck as there is no other why to verify an account. There use to be an option in the user management but that seems to have been removed, so without the code I can't add users.
11 Replies
Hi Neurath,
Thanks for reaching out, Kinde's documentation indicates that when users sign up with email authentication, they should receive a one-time password (OTP) to verify their email address. This applies to both password-based and passwordless authentication methods. Kinde docsKinde docs
If the OTPs are not being delivered, here are some immediate steps you can take:
1. Check Spam or Junk Folders: Sometimes, automated emails can be filtered into these folders.
2. Verify Email Delivery Settings:** Ensure that your email domain isn't blocking or filtering out Kinde's emails.JustAnswer
3. Test with Different Email Addresses: Try signing up with a different email provider to see if the issue persists.Kinde docs
4. Review Authentication Settings: Double-check your authentication configurations in Kinde to ensure that email verification is properly set up.
If these steps don't resolve the issue, please provide the following information to help us investigate further:
- A screenshot of the error message or the screen where the process fails.
- The email addresses or user IDs of the affected accounts (feel free to anonymize them if necessary).
- Any relevant logs or error codes that you've encountered during this process.
Once we have this information, we'll be better equipped to assist you in resolving the issue promptly.
Kinde docs
About email authentication
Our developer tools provide everything you need to get started with Kinde.
Kinde docs
Ways to authenticate
Our developer tools provide everything you need to get started with Kinde.
Kinde docs
About email authentication
Our developer tools provide everything you need to get started with Kinde.
Yeah all of those have been checked and I get other emails from Kinde just fine, just not the OTP ones. Though just 10 mins ago I did get a flood of OTP email all at once, on one email address but not the others.
* I have create 3 new users with different email address.
* I know all the auth works because other accounts work.
* Everything has been working fine recently and nothing has changed at my end.
* There are no error messages, even the "Resend Code" doesn't show any errors.
* My Email server is office 365 exchange so its not likely an issue with my mail server as I'm sending and receiving emails fine.
* Even if I manually create a user with in Kinde Admin, it still doesn't work that tells me its more likely and issue on your end.
Click the code never shows up, I have testing the account many times and receive emails fine
Hi Neurath,
Thanks for the additional details and screenshots — that’s really helpful.
I’ve just tested creating a new user and signing in with OTP on my side, and the emails are being delivered successfully. That said, I completely understand this issue is impacting your ability to onboard users, and I can see it’s not behaving as expected on your setup.
I'll raise this internally with our team to review in the context of your configuration and email setup. We’ll investigate further and keep you posted with any updates or next steps as soon as possible.
thanks 🙂
Hi Neurath,
We’ve removed your email address from the suppression list, so please try again in about 5 minutes. This should resolve the issue.
Also, to ensure there are no further delivery problems, could you please let us know if there are any other email addresses in your team that might be experiencing similar issues? Sometimes, our email system automatically suppresses addresses that have previously bounced to protect our spam rating.
We’re here to help, so just let us know if you need us to check any other emails.
No idea and what is to stop the happening for anyone else in the future?
Hi Neurath,
We’ve identified that the issue was due to the destination email address (
[email protected]) previously bouncing, which caused it to be automatically suppressed by our email provider. This typically happens when an email doesn’t exist at the time of delivery, is full, or is blocked due to licensing or spam filters.
To help prevent this from happening again in the future, here are some recommendations:
- Ensure that the destination mailbox exists before creating the account in Kinde.
- Confirm the mailbox isn’t full or blocked by license restrictions.
- If an email bounces, it may be automatically suppressed to protect delivery reputation. In Kinde, removing a suppressed email currently requires a support request — there's no self-service option at this time.
If you’d prefer full control over email delivery (including suppression list management), we recommend setting up a custom SMTP integration. You can find the documentation here: Customize Email Sender - Kinde Docs
Please let us know if you'd like help setting that up, or if you have any other questionsKinde docs
Customize email sender
Our developer tools provide everything you need to get started with Kinde.
Hi Neurath,
Just wanted to check in, has everything been working smoothly since we removed the email from the suppression list?
If you're still having issues or have any other questions, feel free to reach out. Otherwise, we’ll go ahead and close this ticket