How do my users receive a login OTP by email?

When login OTP is enabled for one of your users, they enter their username and password and then confirm a one-time code before they get in. Email is one of the available methods, alongside SMS, WhatsApp and Google Authenticator.

What your user sees #

1. Step 1: they enter their username and password and click Sign in.
2. Step 2: Choose verification method. They pick Email, then choose which address under Select contact. The list shows their registered email and any extra OTP email addresses on the account, each partly masked. They click Send code.
3. Step 3: Enter verification code. The email arrives from your From Name and address. The screen shows a countdown, Code expires in 05:00, with Resend code and Verify and continue. Start over returns to the login form.

What you need in place #

• Your SMTP. Without it, no OTP email is sent at all, and a user whose only method is email cannot log in. Set it up before enabling email OTP for anyone.
• OTP login enabled on that user’s account, with Email among the allowed methods. These are account attributes set by the platform team, not from your reseller panel, so ask support to enable them for the users who need them.
• A correct email address on the user’s profile. Your user can check theirs under Profile > Security > 2FA, where OTP Methods Status shows which methods are active on their account.

Messages your users may see #

Message	What it means
Email OTP not enabled for this account.	Email isn’t among that user’s allowed OTP methods. Ask support to add it.
Email not configured for this account.	The account has no email address saved. Update the user’s profile.
Failed to send OTP email. Please try again or contact support.	The mail send failed. Check your SMTP settings (see Why are my SMTP emails not being delivered?).