How sign-in codes are sent
The code goes to exactly the email or mobile number the customer typed on the sign-in page. The code screen shows it: "Enter the code we sent to …".
| Channel | Comes from | Looks like |
|---|---|---|
| no-reply@easybizcloud.com, with your brand name as the sender | Subject "123456 is your Sunny Laundry login code" | |
| Your connected WhatsApp number, using the code message Meta approved | A message with the code and a Copy code button | |
| SMS | Your Vonage sender ID | "123456 is your Sunny Laundry code. Valid for 10 minutes. Do not share it." |
Every code lasts 10 minutes. A new code replaces the one before it.
Each store sets which channels it uses on its editor's Sign in page. See Customer Sign-In and Sign-Up.
Ask the customer to check
- Spam and junk. Code emails can land in Spam, or in Gmail's Promotions tab. Search for "login code".
- What they typed. Read the email or number on the code screen. If it is wrong, tap Use a different email or Change number and type it again.
- The security check. Continue works only once the sign-in page's quick check has passed. If it says "Verification could not be completed. Please try again.", tap Retry verification. If it says "Verification is briefly unavailable", try again in a minute.
- The newest code. Wait for Resend code to unlock (about a minute), tap it, and enter only the newest code within 10 minutes.
- Too many tries. After 4 wrong codes, that code stops working. The screen says "Check your code and try again, or request a new code." Ask them to request a new one.
- WhatsApp. Check WhatsApp on the phone with that number. If your store also sends SMS, they can tap Send by SMS instead.
- Email instead. Unless your store signs in by mobile number only (Sign in with email off), a customer with no luck on their mobile number can sign in with their email, but that opens the same account only if the email is already on it. Email is Optional for customers who sign up by mobile number, so many accounts have none. Then the email starts a new account. When they type their mobile number, the store may ask them to confirm it with a code to bring their past orders along. If they skip that, Contacts flags the new account as a possible duplicate for you to merge.
- Continue with Google. If your Online Store offers it, the customer can use it instead of an email code. It opens the same account as signing in with that Google email.
If the screen says "Please wait … before requesting another code", the customer asked too soon, or has already asked for 3 codes for that email or number within an hour. They can try again when the wait ends. The same message shows when your business has sent its 300 WhatsApp and SMS codes for the day. That wait runs until 8 am Singapore time, so it can read hundreds of minutes.
What you can check in the Console
Your code channels
- Go to ⚙️ Settings › Sales channels › Online Store & Mobile App, open the editor of the store the customer uses, and click Sign in.
- Look for Customers cannot get a code yet, or a link next to WhatsApp or SMS. Set up beside WhatsApp opens Sign-in codes on WhatsApp, which shows what is missing: your WhatsApp connection, or a code message Meta has approved. Connect an SMS provider takes you to Integrations.
Also check:
- WhatsApp: your number is still connected, and Meta approved the code message for that WhatsApp account. If you connected a different WhatsApp account, create the code message again from Set up. See Connect & Configure WhatsApp.
- SMS: your Vonage account has credit. Your Vonage dashboard shows whether each SMS was delivered. SMS codes only go to numbers in the countries your store serves.
The customer's contact record
Go to Sales › Contacts and search for the customer. If the customer signed in with a different email or number before, they may have two records. Contacts flags these as Possible duplicate. Merge them so the customer's orders are in one place. See Merging and Deleting Duplicate Contacts.
Limits
| Limit | Value |
|---|---|
| A code lasts | 10 minutes |
| Wrong tries for one code | 4 |
| Wait before Resend code | About 1 minute |
| Codes for one email or number | 3 an hour |
| WhatsApp and SMS codes for your business | 300 a day (resets at 8 am Singapore time) |
The Console doesn't show whether a code was delivered.
When to contact support
If the customer still gets no code after these checks, click the Help icon at the top of the Console and send:
- the customer's name, and the exact email or mobile number they typed;
- the date and time they tried;
- the channel they expected: email, WhatsApp or SMS;
- what you have already checked.
Support can check whether the code was sent.
Customers on your older online store
If your brand still uses a legacy online store (Settings › Online Store (Legacy)), its sign-in works the old way until your customers move to your new store:
- the code has a letter prefix, for example
ABCD-123456; - the email comes from otp@easybizcloud.com with the subject "Verify your email address";
- codes last 10 minutes, as on your new store;
- a customer can request 5 codes a day on one device.
See Your Online Store (Legacy).
FAQs
How long does a code last?
10 minutes, by email, WhatsApp or SMS.
Can I send the customer a code from the Console?
No. The customer requests it on the sign-in page.
The customer typed a different email from last time and now sees no orders. Why?
They signed in to a different account. Ask them to sign out and sign in with the email they used before, or merge the two contacts.