📖 Troubleshooting
      Back to home
      1. Help Center
      2. I am an App User
      3. 📖 Troubleshooting

      Troubleshooting: Authentication Email or (OTP) One time password for Admin and Sponsor login

      Learn how the OTP works and what to do when you don't receive the code

      To be covered:

      Intro

      If you are using the Admin panel login or the Sponsor panel login, you are required to enter the OTP code. The code is sent to the email address which you enter during the login process.

      You may not receive the authentication/ OTP code email due to several reasons. Let's see below;

      Authentication (OTP) email not received

      When you don't receive the OTP code to your inbox, it could be for a couple of things. Before, we move on, make sure you checked:

      • the OTP code email isn't in the Spam folder.
      • the OTP code usually arrives immediately after the request but might be delayed for a few minutes due to firewall filters, so we ask for your patience.
      • if the OTP code doesn't arrive after 30 minutes. Please follow the instructions below. 👇

      Sometimes, network restrictions prevent our automated emails from coming through due to a strict corporate firewall setup, as there is spammer deny lists. Organizations enable this type of security to block unwanted or unknown emails.

      💡 A good way of understanding whether you have a strong firewall is recognizing whether your colleague or people using the same network are having the same issue. If this is the case, then it's very likely you have one and to overcome this issue, add our domains to your computer.

      If your account is linked to a:

      • Public email
        If you're using a public email (such as @gmail.com, @yahoo.com)*, add the below to your email contacts list, then re-request a login email if needed:
        • noreply@brella.io
        • noreply@trymagic.com

          *A quick way of adding our domains is by registering for our newsletter on our website.
      • Enterprise or corporate email
        If you are using an enterprise or business email, ask your company's IT team to allowlist our domain:
        • *@brella.io
        • *@trymagic.com

      If neither of these methods works, please double-check whether you unsubscribed or deny us permission from sending you emails from our domain. It's possible that you accidentally reported one of our messages as spam, resulting in our SMTP provider being unable to deliver any additional emails to your address.

      If that's the case, please register for our newsletter on our website.

      🌟  Tip: Alternatively, if your company or personal email can be used in Google or Microsoft, opt to use it to skip the authentication email system (OTP). 

      Additionally, make sure you have no VPNs, Adblockers, or Autofill extensions in use. 

      ❗Note: If the above steps did not fix the access issues on your personal laptop, this could be due to more complex firewall setups, and we do not encourage any participant to deactivate such settings on your personal device or network. It could put at risk your device and data. 

       

      OTP code email expired

      When you come across this inconvenience, you can:

      🚨 If you don't receive authentication (OTP code) emails, it might be due to a strict corporate firewall that is blocking our emails, unfortunately. To resolve this issue, we suggest you allow list our domains in your browser. Read more here. 

      Request for a New OTP code

      1. Go to the Brella platform (manager.brella.io, or sponsor.brella.io) and input your email.
      2. Then go to your email inbox and open the Login email to check the OTP code.
      3. Enter the OTP code in the login page.
      4. If you don't have a Brella account, you'll be prompted to create an account to access the platform. Please follow the steps as needed.

      🚨 Note: If after filling in your details you see an error message, go to this article and follow the resolution steps. I cannot access Brella; what should I do?

      What to do if I receive an “Invalid code or Internal server error” message after requesting for a new code?

      1. Ensure that you're clicking on the most recent email you've requested.  If you mistakenly click on an old email, the link will have expired.  (For security reasons, the OTP code expires 20 minutes after they are requested)
      2. Confirm that the clock on your device is set to the correct time.  If your clock is manually set to a different time (>5 mins fast or slow) that will interfere with the timestamps and cause a link to be expired.
      3. Try logging in from a different device or browser and see if you receive the same expired email. If so, please contact Brella Technical Support.

       

      Last updated in August 2023 

      Written by Yusra Mohideen

      If you didn't find an answer to your questions, please contact the Support Team here.