When you create a Spond Club profile, we send a verification email to your email address to confirm that it is really you creating the profile. If you later enable two step verification, you will also receive a verification SMS. This also applies if you already have a Spond Club 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 information in this article on troubleshooting issues with email and SMS delivery.
Did Not Receive a Verification Email?
If you have tried to create a Spond Club profile and have not received a verification email, there may be several reasons for this. You can then try the following:
You have received the verification email, but the link does not work. If you have received an email with a verification link that does not work, it may be because the link has expired. In that case, you can carry out the action again to have a new link sent.
Check your spam or junk folder. Depending on which email provider you use, our verification email may mistakenly be identified as spam or junk mail. Also make sure to search for emails from @spond.com to ensure that 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 junk folder and searched for emails from Spond, but still have not received an email. If you have checked your junk folder and searched for emails from us without finding anything, it may be due to a block in our email platform. Please contact us so that we can investigate the issue and remove the block if this turns out to be the cause.
Your email address is not blocked by us and the verification email has still not been received. If this is the case, we recommend that you contact your email provider to investigate whether there are any blocks in their systems. Alternatively, you can create a new email address and use it to create a new Spond Club profile.
Did Not Receive Verification SMS?
If you are trying to add your phone number to your Spond Club profile but are not receiving 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 trying to have the SMS sent again. Do not repeat the process of requesting the SMS many 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 the SMS sent again.
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 where the issue lies, either 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 being added to Spond Club using a different email address, without enabling 2FA.
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.