Login Issues Advanced Troubleshooting

Why am I getting an error message when I enter the one-time passcode number to log in to Trainual?

You're likely using an expired one-time passcode number. For your knowledge, every time you request a new one-time passcode, the previous code is no longer valid.

🛠️ To troubleshoot one-time passcode issues:

1. Return to the “Let’s find your account!” page.

2. Enter the email address for the Trainual account you'd like to access.

3. Request a new code.

4. Check your email inbox — the sender will be "no-reply@trainual.com."

5. Use the most recent code sent to you.

📝 Please note: Email deliveries from "no-reply@trainual.com" can sometimes be slightly delayed.

To avoid one-time passcode issues:

• Do not request multiple one-time passcodes within a 10-minute span.

• Wait for the most recent one-time passcode before requesting another.

If you’ve tried requesting a one-time passcode several times and still haven’t received the email, your email provider might be blocking its delivery. Please review our “Email Delivery Issues” help article for additional troubleshooting steps.

If the issue persists past both these troubleshooting measures, contact our live support team at support@trainual.com for further assistance.

↓ Example of the one-time passcode email you're looking for in your inbox

• Email subject line for the one-time passcode email: "Your one-time passcode is [passcode #]"

• Email is sent from: "no-reply@trainual.com"

• Body of the one-time passcode email and a screenshot: 
  • "Hey [Name]! We received a request to log into your Trainual account. If this was you, go ahead and copy and paste the code below into the appropriate area. It will expire in 10 minutes. If it wasn't you don't worry, your account is still safe."