topic Not receiving code when trying to create Eversafe ID in Get Support

Not receiving code when trying to create Eversafe ID

Triopsman — Sat, 20 Apr 2024 12:25:44 GMT

Hello.

I’m trying to create Eversafe IDs for my family members. After I enter one of their e-mail addresses on the “Create Your Eversafe ID” page, I’m brought to the “Confirm Your Identity” page, but they never receive the code. I had no problem going through this process for two other accounts two days ago.

Is this a known outage?

Thanks!

Re: Not receiving code when trying to create Eversafe ID

Phil_Adelphus — Sat, 20 Apr 2024 12:52:21 GMT

@Triopsman There's currently a known issue with SMS texting for new customers. You can try selecting didn't get to code or resend the code and it may offer an email option but from what I recall that's less likely to work for a new account. You can contact customer support to fix the SMS issue, currently they need to do it individually. Use the chat icon bottom right of this page to open a ticket.

Re: Not receiving code when trying to create Eversafe ID

Triopsman — Sat, 20 Apr 2024 12:59:29 GMT

Thanks for responding, but this is at an earlier step for someone who isn’t a customer yet - when I’m trying to create an ID, and all I’ve supplied are an e-mail address and name, no phone number. It says that it has sent a code to the e-mail address, but we never receive the messages.
I’ll open a ticket.

Re: Not receiving code when trying to create Eversafe ID

Phil_Adelphus — Sat, 20 Apr 2024 13:12:14 GMT

@Triopsman Is there any chance the email is going to the Junk folder - I would imagine you've already checked that, and no typos in the address and the email address is receiving other emails promptly?

Re: Not receiving code when trying to create Eversafe ID

Triopsman — Sat, 20 Apr 2024 13:22:53 GMT

Yup - I’ve verified that the accounts are able to receive other e-mails, and their is nothing in their SPAM folders