My customer did not receive a verification code

After your customer enters their first name, last name and email address and clicks on Next, they are presented with a popup to enter their password and also a 6 digit verification code.

Sometimes it might take a few minutes for the verification code email to arrive or the email could go to Spam, Junk or All Mail. 

The first step is to confirm with your customer if are using the same email they used to sign up to Pencil for the verification code step in the application.

If not, please ask your customer to re-try the steps again and make sure they are using the email they used to sign up.

Please note that they have up to 60 minutes to enter the code after requesting it, so if it’s been longer, they may need to request a new one.

If they have not yet received, the code they can repeat the step

If your customer has not received their verification code, here are a few things they can try:

• Sometimes it can take a few minutes for the verification code email to arrive.

• The email might also go to the Spam, Junk, or All Mail folders, so it's worth checking there.

If they still can’t find the code after checking these folders and waiting a few minutes, they can re-try the steps again using the email they used to sign up.

When they receive the email to click on the link, there is a reminder regarding using the same email to receive the verification code (please see below):

"Please use the address that you are reading this e-mail from. Other email addresses will not work for security reasons. If you want to log in with another email, we need to add this new email to your account before you create your account. So please email us and let us know the email that you want to use)."

Another important note, for the password requirements, a minimum of 8 characters, must include 1 number and 1 special character and 1 uppercase character.

They may also try the Resend Code option after a few minutes.