When you create a Spond profile or a Spond Club profile, we send a verification email to your registered email address to confirm that you are the one creating the profile. If you later activate two-factor authentication, you will also receive a verification SMS. This also applies if you already have a Spond profile with only a registered email and then add your phone number.
In some cases, these emails or SMS messages may not be delivered. To help you in such situations, we have compiled information in this article on what steps you can take if you experience issues receiving verification messages to your email address or phone number.
Did Not Receive a Verification Email?
If you’ve tried to create a Spond profile or a Spond Club profile but haven’t received a verification email, there could be several reasons for this. You can try the following steps:
Verification Email Received, But the Link Doesn’t Work. If you’ve received a verification email but the link isn’t working, it may have expired. In that case, try repeating the action to receive a new link.
Check Your Spam or Junk Folder. Depending on your email provider, the verification email from us may have been mistakenly flagged as spam or junk. Search for emails from @spond.com to ensure the message hasn’t been overlooked.
To prevent this from happening in the future, add our email address to your contact list or mark the email as “not spam” in your email client.
Checked Spam and Searched for Emails from Spond, But Still Haven’t Received Anything. If you’ve already checked your spam folder and searched for emails from us with no success, there may be a block in our email system. Please contact us so we can investigate and remove any block if this is the issue.
Email Address Is Not Blocked, But Verification Email Still Not Received. If this is the case, we recommend contacting your email provider to check if there are any restrictions in their system. Alternatively, you can create a new email address and use it to set up a new Spond profile or Spond Club profile.
Did Not Receive Verification SMS?
Have you activated two-step verification or tried to add your phone number to your Spond profile but not received a verification SMS? This could be due to several factors. You can try the following steps:
Not Receiving SMS. In some cases, it may take some time for the SMS to be delivered. If you haven’t received the SMS within 5 minutes, we recommend waiting 15–20 minutes before requesting a new one. Avoid repeating the request process multiple times in quick succession.
Received SMS with a Verification Link, but the Link Doesn’t Work. In such cases, the link may have expired. The link is valid for 5 minutes. Please repeat the process to receive a new SMS with a valid link.
Still Not Receiving SMS Despite Repeated Attempts with 15–20 Minute Intervals. Your phone number may be blocked by our SMS provider, or our sender may be blocked by your mobile operator. Resolving such cases can take time, depending on where the issue lies, either with us or your operator.
If this applies to you, please contact us, and we will investigate the matter further.
If the matter is urgent, we recommend creating a new Spond profile or being added to Spond Club using a different email address, without activating 2FA. Please note that if you create a new Spond app profile, you will need to be re-invited to your groups or obtain the group code or group link again. Once the issue with your phone number is resolved, you can easily merge your Spond app profiles.