The email containing the security code is sent at the time you receive the security prompt during login. Typically, you should receive the email shortly after. Be sure to refresh or sync your inbox if your email client does not regularly check for new mail.

The one-time security code included in the email is valid for 10 minutes from the time of sending. If you have still not received the email after a few minutes, refer to the next FAQ.

If you are not receiving the one-time security code, try the following:

• If using Outlook, check email sorted under the 'Other' tab when using the 'Show Focused Inbox' feature. Refer to the Microsoft Support website for more information.
  
• Check the Spam or Junk folder for your email account.
• Check additional folders in your email account if you have filtering rules configured to route incoming mail to specific folders.
• Ask your email provider or IT department if incoming email may be subject to quarantine before arriving in your inbox.
• Confirm that your internet connection is still active and you can receive email.
• On the login page where you received the one-time security code prompt, check the email address listed above the text field to confirm you are checking the correct email account.
• If the email address receiving the one-time security code has email forwarding configured to route mail to your account, check that the email forwarding is still configured properly.

Adding noreply@pingidentity.com to your email account's 'allowed list' should resolve most issues where the email is routed to the junk folder or is quarantined.

You may encounter an error that your security code is invalid if you are not entering the most recent. Each one-time security code becomes invalid when:

• More than 10 minutes has elapsed since the security code was generated
  
• An incorrect security code was entered 3 consecutive times since the security code was generated

Check that you have not entered a security code from a previous login attempt and ensure that your user credentials and email account are not shared with other individuals. Multiple individuals attempting to log in to the same account at roughly the same time will generate multiple emails containing a unique one-time security code. Only the most recently generated code is valid.

If multiple individuals are using your login credentials and email account, see Creating Additional Users for details on creating separate accounts for each individual.

If you have entered an incorrect security code multiple times, restart the login process to receive a new one-time security code.