When you create a Spond profile in the Spond app, we send a verification email to your email address to confirm that it is actually you creating the Spond app profile. If you later enable two step verification, you will also receive a verification SMS. This also applies if you already have a Spond profile with only an email address registered and then add your phone number.
In some cases, emails or SMS messages from Spond, including verification emails, may not arrive. To help you in these situations, we have put together this article with troubleshooting information for email and SMS delivery issues.
Did Not Receive a Verification Email?
If you have tried to create a Spond app profile but have not received a verification email, this may be due to several reasons. You can try the following:
You received the verification email, but the link does not work. If you have received an email with a verification link that does not work, the link may have expired. In that case, repeat the action to have a new link sent.
Check your spam or junk folder. Depending on your email provider, our verification email may have been incorrectly identified as spam or junk mail. Also search for emails from @spond.com to make sure the message has not been overlooked.
To help prevent this from happening in future, it may be a good idea to add our email address to your contacts list or mark the email as not junk in your email client.
You have already checked your spam folder and searched for emails from Spond, but still have not received an email. If you have checked your spam folder and searched for emails from us without finding anything, there may be a block in our email platform. Please contact us so that we can investigate the issue and remove the block if that turns out to be the cause.
Your email address is not blocked by us and the verification email still has not been received. If this is the case, we recommend that you contact your email provider to check whether there are any restrictions in their systems. Alternatively, you can create a new email address and use it to create a new Spond app profile.
Did Not Receive Verification SMS?
If you have enabled two step verification, or if you are trying to add your phone number to your Spond app profile but have not received the verification SMS, this may be due to a number of factors. You can try the following:
You have not received the SMS. In some cases, it may take a little time for the SMS to be delivered. If you have not received the SMS within 5 minutes, we recommend waiting 15 to 20 minutes before requesting it again. Do not request the SMS multiple times within a short period.
You have received the SMS with the verification link, but the link does not work. In such cases, the link may have expired. The link is valid for 5 minutes. Repeat the process to have a new SMS sent.
You still have not received the SMS even after repeated attempts with 15 to 20 minute intervals.
This may happen if your phone number is blocked by our SMS provider, or if our sender is blocked by your mobile operator. Cases like these can take time to resolve, depending on whether the issue lies with us or with the mobile operator. Please contact us if this applies to you, and we will investigate the situation further.
If this is urgent, we recommend creating a new Spond app profile without enabling 2FA. Please note that if you create a new Spond app profile, you will need to be invited to your groups again or get access to the group code or group link again. Once the issue with your phone number has been resolved, you can merge your Spond app profiles.
Filtered SMS
In some cases, SMS messages containing the verification code may be marked as spam or unwanted by the user’s mobile network or phone. The message may then be filtered out, moved to a separate folder, or hidden from the usual inbox, which can make it look as though the SMS has not been received. In such cases, we recommend checking the spam or unwanted folder to see whether the SMS has ended up there.