We are having a problem with one of our client; he doesn’t receive any code when trying to connect with email passwordless option.
He used to receive the e-mails, but they don’t show up anymore in his inbox / spam.
BTW, we really don’t understand why there isn’t any direct CS (like an email or whatsapp contact) to resolve the problems even though we are paying for this service ? Clients come to us with claims/problems but it always takes a long time to provide them with a solution because of this process… Also, we would obviously prefer not to disclose any of our clients personal information (like their email).
Maybe there is a direct way to communicate but we are just not aware of it, but if that’s the case please let us know.
Thank you for providing detailed context about the issue.
Summary of the Issue:
SDK Used: Plug n Play (Web3Auth)
Platform: Not explicitly mentioned (assumed Web, but please specify if Mobile or Gaming)
Issue: Email passwordless login – user no longer receives the login code via email (previously worked, now not received in inbox or spam)
User Privacy Concern: You prefer not to share client personal information (like email addresses) on public forums.
Next Steps & Information Needed
To help the support team investigate and resolve the email delivery issue, please provide the following (without sharing any sensitive user data here):
Are all users affected, or just this specific user?
If only one user: Sometimes, email providers may block or filter emails due to user-side settings or blacklisting.
If multiple users: This could indicate a broader issue with the email delivery system.
Approximate Date & Time of Last Attempt:
When did the affected user last try to log in and not receive the code? This helps us check our email logs.
Project/Client ID:
You can find this in your Web3Auth Dashboard. This is safe to share and helps us identify your project.
SDK Version:
If you know the version of the Plug n Play SDK you are using, please mention it.
Custom Email Provider or Default Web3Auth Email Service?
Are you using the default Web3Auth email delivery, or have you configured a custom email provider?
Troubleshooting Steps
Check Email Suppression List:
Sometimes, users may get added to an email suppression list due to bounces or complaints. If you can privately share the affected email with the support team (not on this public thread), they can check and remove it if needed.
Domain Whitelisting:
Ensure your production domain is correctly whitelisted in the Web3Auth Dashboard. See Domain Whitelisting Guide.
Email Delivery Logs:
The support team can check email logs if you provide the Project/Client ID and the timestamp of the login attempt.
Support Contact
We understand your concern regarding direct support channels. For enterprise clients, Web3Auth does provide priority support channels (such as Slack or email).
If you are an enterprise customer and do not have access to a direct support channel, please contact your Web3Auth account manager or reach out via the Web3Auth Contact Form to request access.
Please reply with the requested details (especially Project/Client ID and timestamp), and we’ll escalate this to the support team for prompt resolution.
Thank you for your patience and feedback regarding the support process!
Note: This response was generated by an AI bot and may require further verification. The Web3Auth support team has tracked this issue and will be responding as soon as possible.
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