---
title: How do my users receive a login OTP by email?
description: "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. ##…"
url: "https://www.smsgatewaycenter.com/blog/kb/how-do-my-users-receive-a-login-otp-by-email/"
updated: "2026-09-25"
category: Resellers / Email Settings
---

# 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?*). |

### More Related Articles

- [Why are my SMTP emails not being delivered?](https://www.smsgatewaycenter.com/blog/kb/why-are-my-smtp-emails-not-being-delivered/)
- [How does email verification work when someone signs up on my white-label site?](https://www.smsgatewaycenter.com/blog/kb/how-does-email-verification-work-when-someone-signs-up-on-my-white-label-site/)
- [How do I brand the emails my users receive?](https://www.smsgatewaycenter.com/blog/kb/how-do-i-brand-the-emails-my-users-receive/)

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