Hi,
One of our users does not receive the code via email, we checked their spam folder without success, how can we unlock access to his wallet?
Hi there! Thanks for reaching out, and I’m sorry to hear about the trouble with the confirmation email.
From your description, it looks like you’re using the Web3Auth Plug and Play SDK. While there could be various reasons causing the issue, here are a few steps you can guide your user through:
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Check Email Address: Ensure that the email address entered during the login process is correct.
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Multiple Attempts: Ask the user to trigger the email confirmation process again, sometimes the email might get delayed.
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Whitelist: Suggest adding the email sender address to their contacts or whitelist, ensuring it bypasses spam filters.
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Alternative Email Clients: Try checking the email from different platforms or devices, in case of syncing issues.
If none of these work, you might want to provide additional details such as snippets of your initialization and login code (make sure to hide sensitive information), so the support team can take a closer look.
If you’re using custom authentication with your own provider, verifying your configuration settings or reaching out to them for support could be helpful. Let us know if you need further assistance!
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.
Additionally, we would recommend you to join our biweekly Office Hours to get this resolved even faster. Web3Auth Developer Office Hours
Can I send the email by dm to someone so they can check what’s happening?
We already did the email check and retried multiple time
Hey @artrade can you please share user’s email address? We’ll check the logs and get back to you. You can DM on the community as well.
Please, can I have help on this issue?
Please click on the display pic next to Ayush’s name and then click on the message button. I hope this helps.
Is there someone please? I really need your help
Hey @artrade
Did the users manually unsubscribed from the mails?
If yes, then it would have been in the list on sendgrid but I got it checked it from the engineering team that they weren’t on the list. This usually happens.
Please confirm it on the users’ side before we explore another angle where we might have to review the logs on the user’s side.
ok I ask them but they earlier confirmed they did not marked the sender as “spam”
Also I have other users who are locked out of their account because of 2FA being enabled.
“New device detected”
They tried to enter their authenticator code without success.
It’s probably not the same issue but it is one
Do you want me to open another ticket on this topic or do you think it is linked?
This is asking for the recovery password that they might’ve set and not the authenticator code. Please ask them to try out with the the recovery password they had set while enabling MFA.
He tried already but I asked him to double check, I keep you updated 
About the MFA : “when I enter the recovery password it recognizes it but ends up putting (Password verification failed)”
And when he tries with the access key he gets this : “Account incompatibility, please continue with the one you set as your social recovery factor.”
About the mail not being received : the user did not set web3auth as spam nor manually unsubscribed from your services.
Also, I sent another email address for you to check by dm