I did not get the email code

Tavala emails an 8-digit code in two cases: when you create an account (the screen Confirm your email) and when you reset a password (the screen Enter reset code). If it does not arrive, the address on the screen is usually wrong, the email is in a spam folder or late, or the address already has an account, in which case no code is sent.

Why it happens

• The address has a typo. The screen says which address it used: "We sent an 8-digit code to name@example.com. Enter it below."
• The email is late, filtered or in spam. The code travels by email, so a mail filter or a busy mailbox can hold it back.
• The address already has an account. When you tap Create account with an address that is registered, Tavala sends no email. It switches the screen to Sign in, keeps your address and shows "You already have an account with this email - try Sign in."
• You asked too often. After a tap on Resend code, the button counts down "Resend code in 30s". Too many requests show "Too many attempts - wait a moment and try again."
• The code expired or was typed wrong. A code stops working after a while. Use the newest email and check each digit.
• There is no connection. Sign-up and reset need a connection. Without one you see "You appear to be offline. Check your connection and try again."
• It is a different code. The email code has 8 digits. The code in an authenticator app has 6 digits and is asked for later, on the Two-step verification screen.

What to do

1. Read the address in the line above the code field. If it is wrong, go back with the back arrow, correct the address and continue again. For a new account, tap Create account; for a reset, tap Send reset code.
2. Wait a few minutes, then check the spam or junk folder and any mail filters for the address. You can read the email on any device; you only type the code into Tavala.
3. Tap Resend code. When the countdown "Resend code in 30s" ends, you can ask again. Tap it once per wait.
4. Type all 8 digits. Verify stays off until the field is full. A code you paste or autofill in one go is submitted by itself.
5. If Tavala switched to Sign in and showed "You already have an account with this email - try Sign in.", the address has an account. Sign in with your password. If you forgot it, tap Forgot password?, then Send reset code, and use the address of your account. See reset or change your password.
6. If you started sign-up earlier and never entered the code, tap Sign in and enter the same email and password. Tavala sends a new code and opens Confirm your email. If you see "Confirm your email first - we’ve sent you a code.", the account is waiting for that code.
7. If you use an authenticator app, the reset has one more step: after the emailed code, Tavala asks for the 6-digit code from the app on the Two-step verification screen, then lets you set a new password.

Messages you can see

If that did not help

Write to us from SettingsAboutContact support (see contact support). You can also email support@tavala.io. Write from the address you are trying to use, and include the screen you are on ("Confirm your email" or "Enter reset code"), the exact message you see, the time you asked for the code, the app version if you know it, and your phone or browser. Do not send the code itself.