# I didn't get my one-time code

The one-time code (OTP) is the 6-digit number we email you when you open the debtor portal. If it's not arriving, try these in order.

## How the code works (so the numbers below make sense)

* Each code is valid for **10 minutes**.
* You have up to **5 attempts** to enter a code before that code is locked out — after 5 wrong entries, request a fresh code.
* You can request **up to 5 new codes per hour** per session. Within that, requests are spaced — we cap re-issues at **3 per minute** per debtor, so wait a few seconds between clicks.

If you exceed the per-hour limit, the portal returns a `429` and the response includes a `Retry-After` header telling you how long to wait.

## Step 1 — Wait 60 seconds

The code can take up to a minute to arrive. Most arrive in seconds, but not always.

## Step 2 — Check spam

The email comes from `noreply@moderncollections.io`. Search your inbox and your spam / junk folder for it.

Add the sender to your safe-senders list to avoid future filtering.

## Step 3 — Confirm you opened the right magic link

Each magic link is tied to a specific account. If you have more than one notice from us, make sure you opened the right one — the email you'll receive the code at is the address on file for **that** account.

## Step 4 — Request a new code

If the code expired (more than 10 minutes old) or you've used up the 5 attempts on it:

1. Click **Send new code** on the portal page.
2. Wait a few seconds before clicking again — we limit how fast new codes can be requested.

The most recent code is the one to use. Older codes for the same session are invalidated when a new one is issued.

## Step 5 — Check the mail-server delay

Corporate inboxes sometimes hold or filter messages. If you're using a work email:

* Ask IT whether `moderncollections.io` is being filtered or quarantined.
* Try opening the magic link on a different device or network.

## Step 6 — Wrong email on file

If you opened the portal from a notice we sent to an address you no longer use, the code goes to that old address, not to a new one you type later.

If you can't get into the portal at all, [contact support](/troubleshooting/contact-support.md). Include:

* The original email address on file.
* The new email you want to use.
* Some proof you're the right person — an invoice number from the notice, the account number, etc.

## Common OTP issues

| Issue                   | Fix                                                                                              |
| ----------------------- | ------------------------------------------------------------------------------------------------ |
| "OTP expired"           | Request a new one — codes are good for 10 minutes                                                |
| "Invalid OTP"           | Make sure you're using the most recent code (older ones are invalidated)                         |
| "Too many OTP attempts" | You've used your 5 tries on this code. Wait for it to expire (or, if you can, request a new one) |
| "Too many OTP requests" | You've hit the per-hour cap (5 per hour). Wait the period given in the `Retry-After` header      |
| Code went to spam       | Mark "Not spam"; add `noreply@moderncollections.io` to safe senders                              |
| Wrong inbox             | Re-check the address on the original notice                                                      |

> **SMS codes are not currently available.** All one-time codes are sent by email. If you've seen older docs that mention SMS codes, ignore them — that channel is planned but not yet live.

## When to contact support

If you've tried all of the above and still can't get a code, [contact support](/troubleshooting/contact-support.md). We can:

* Verify your identity by other means.
* Update the email on file.
* Issue an out-of-band magic link.

## TODO

* Screenshot: portal OTP entry screen.
* Screenshot: example one-time-code email.

***

Last reviewed: 2026-05-24 by Support Lead.


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