Can't get past the sign-in code step? Don't worry — there's one quirk in how these codes are issued that trips most people up, and once you know it, it's easy.
Jump to:
- The code is rejected as invalid
- No code arrives at all
- The resend link is counting down
- I've lost access to my email inbox
1. "Invalid verification code"
The code didn't match. Here's the important part:
Important: entering a wrong code does not send you a new one. That's deliberate, to stop someone flooding your inbox. To get a fresh code, tap Resend OTP in the sheet once the 30-second countdown has finished.
Also make sure you're using the newest email — each new code replaces the one before it — and that all six boxes are filled.
2. No code arrives
- Check your spam and junk folders for "Your Ask A Vet sign-in code" from Ask A Vet. Add the sender to your contacts.
- Confirm which inbox to look in: codes always go to the email address registered on your account, never to any other address — including anything typed on the two-factor setup screen.
- Wait for the countdown and tap Resend OTP once.
3. The resend link is counting down
New codes are limited to one every 30 seconds, so Resend OTP is greyed out and reads "Resend OTP in N sec" until the countdown reaches zero. Wait for it, then tap once — repeatedly tapping won't speed it up.
4. You've lost access to your email inbox
There are no backup or recovery codes in Ask A Vet, so if you can't reach the account's inbox you can't complete the sign-in yourself.
Contact support@askavet.com — ideally from a different address, explaining which account you're locked out of.
Please note: [CONFIRM: the identity-verification process support uses for a customer locked out of their two-factor email, and what they are able to do]
How to avoid this next time
- Keep your account email reachable and check that it isn't filtering our messages.
- If you're about to lose an email address, turn two-factor authentication off before you lose access, then get your account address updated.
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