If you’ve requested a passcode reset but haven’t received your verification code, follow the steps below to troubleshoot. There are several factors that may prevent you from receiving your code, depending on whether you chose to receive it via text or email. We’ll also cover other general issues that could affect both options.
1. Issues With the Text Message Delivery
If you chose to receive the verification code via text message, here are some things to check:
Incorrect Mobile Number on File:
The verification code will be sent to the mobile number associated with your account. Contact your property manager to confirm that your mobile number is correct in your resident profile.Shared Account:
If you share your account with someone else (which is not recommended), it’s possible that the number on file may belong to the other person. In this case, reach out to your property manager to confirm which phone number is associated with your account and update it if needed.Weak or No Signal:
Ensure that your phone has a good signal. If you're in an area with limited coverage, the message may not be delivered properly.Blocked Number:
Check your phone settings to ensure that our number isn’t blocked. If you’ve accidentally blocked us, you won’t receive the verification code. You can also try the email option to receive the verification code instead.Carrier Delays:
Occasionally, network issues with your mobile carrier can delay the delivery of text messages. Wait a few minutes and try again.International Numbers:
We currently do not support sending text messages to mobile numbers outside of North America. If your phone number is outside this region, you will need to select the email option to receive the verification code.Land-Line Numbers:
If the phone number on your account is a land-line, you will not be able to receive a text message. Please confirm with your property manager that the correct mobile number is listed on your resident profile. Alternatively, you can try receiving the verification code via email instead.
2. Issues With Email Delivery
If you chose to receive the verification code via email, follow these steps:
Check Your Spam or Junk Folder:
Sometimes, emails get automatically filtered into your spam or junk folder. Check these folders to see if your verification code ended up there.Incorrect Email Address on File:
Ensure that the email address associated with your account is correct. If you're unsure, reach out to your property manager to verify the correct email address on your resident profile.Blocked Email Address:
Make sure our emails aren’t being blocked. If you’ve mistakenly blocked our email address, you won’t receive the verification code.
3. General Issues That May Affect Both Text and Email Delivery
These issues can apply regardless of whether you chose text or email:
Incorrect Username:
If the username you entered is incorrect, we won’t be able to send the verification code to the right account. Ensure that the username you entered matches the one associated with your resident profile.
Tip: Sometimes, users may enter an email address they think they used during account activation, but they may have actually used a different email or username. If you’re unsure of your username, you can try the Forgot Username flow in the app to retrieve it.
4. Other Troubleshooting Steps
Wait a Few Minutes:
Sometimes, there’s a delay in sending the verification code due to high traffic or technical issues. Wait a few minutes and try again.Try Using the Other Option:
If you’ve selected email, try switching to text, or vice versa, to see if that resolves the issue. Tap the option in the app to switch delivery methods.
5. Still Not Receiving the Code?
If you’ve followed all the troubleshooting steps above and still haven’t received the verification code, please reach out to our support team for further assistance at support@1valet.com.