You requested a password reset or tried to log in, and the email or code doesn't show up. Before retrying many times — repeated retries can temporarily block sending — go through these checks in order.
Most common causes and what to do
- The email landed in spam or promotions
Check your spam, promotions, and notifications folders. If you find it there, mark the sender as safe so future emails reach your main inbox.
- The registered address isn't the one you're checking
The email goes to the address your user was created with, which may not be the one you use every day. Confirm with your account's admin which address was registered.
- Your corporate domain is blocking delivery
Some company filters hold back automated emails. Ask your IT team to add Conekta's domains to the allowed senders list and request the email again.
- The code arrived but has already expired
Access codes are valid for only a few minutes. If you took a while to enter it, request a new one and always use the most recent: previous ones stop working.
When to contact Support
If after these checks the email still hasn't arrived within a reasonable time, contact Support with the registered address, the time of your attempts, and the screen you made them from. See How to contact the Conekta Support team.