The verification code does not arrive or is rejected
Fix one-time codes for the staff portal and the Knownbee app: newest code wins, spam folders, phone number format and limits.
On this page
The staff portal and the Knownbee app sign you in with a one-time code instead of a password. The code is 6 digits and goes to the email address or mobile number you entered. If it does not arrive, or the app says it is wrong, work through the checks below.
The quickest fix
- Wait for the countdown New code in … s to finish, then choose Send a new code. You can ask for a new code after 30 seconds.
- Open only the newest message. Every time you ask for a code, the earlier one stops working.
- Type the 6 digits within 10 minutes of the message being sent.
Checks, most likely first
You are using an older code
Only the newest code works. If you asked for a code twice, the first message is no longer valid even though it is still in your inbox. Delete older messages and use the latest.
The code has expired
A code is valid for 10 minutes. After that you get This code has expired. Ask for a new one. Choose Send a new code.
Too many wrong tries
Each code allows 5 attempts. After the fifth wrong entry it is used up; ask for a new one. If you enter many wrong codes over a day, the sign-in locks with Too many wrong codes. Try again later. Wait and try again later.
The email went to spam
Look in the spam or junk folder and in tabs such as Promotions or Updates. Search your mailbox for a recent message from Verimly. Mark it as not spam so later codes arrive in your inbox.
The email address or phone number is wrong
The code goes to exactly what you typed. Check for typos, then choose Use another email or phone (Knownbee) or go back and enter it again (staff portal).
The phone number is in the wrong format
Use the international format with the country code, for example +31 6 1234 5678, not 06 1234 5678. In the staff portal an invalid entry shows Enter an email address or a phone number with country code (+31…). In the Knownbee app choose the Country and enter your Mobile number; Check the number means the number looks wrong; re-enter it.
You asked for too many codes
There is a limit on how many codes you can request: 5 within 15 minutes and 20 per day for one address or number. Then the message Too many codes requested. Try again in a few minutes. appears. Wait and request one more code instead of tapping repeatedly.
Staff portal only: you were not invited
The portal sends a code only to a contact a manager invited, and the screen looks the same for everyone, so it never shows who has access. If you have no access, no message is sent. Ask your manager to invite the exact email or number you use. See portal. An invitation link is valid for 7 days; if it says This link does not work, ask for a new one.
Knownbee only: the sign-in link
The email also contains a link: Or open the link in the email on this device. If it says This sign-in link has expired or was already used., choose Sign in with a code and request a new code.
Common questions
Can I get the code by SMS and by email?
You choose by what you enter. An email address gets an email, a mobile number gets a text message. In the Knownbee app you can add the other one later in your profile so you can sign in either way.
Is there a code I should not share?
Never read a code out to anyone who contacts you. Anyone with the code can sign in as you.
Still not working?
Send a request through contact-support (if you can still reach the back office), or ask your manager. Include the email or number you used (not the code), the time you asked for the code and the message you saw. For Knownbee, security explains devices and sessions.