We are having a problem with one of our client; he doesn’t receive any code when trying to connect with email passwordless option.
He used to receive the e-mails, but they don’t show up anymore in his inbox / spam.
BTW, we really don’t understand why there isn’t any direct CS (like an email or whatsapp contact) to resolve the problems even though we are paying for this service ? Clients come to us with claims/problems but it always takes a long time to provide them with a solution because of this process… Also, we would obviously prefer not to disclose any of our clients personal information (like their email).
Maybe there is a direct way to communicate but we are just not aware of it, but if that’s the case please let us know.
Thank you in advance.
Best,
where can i privately share the client email and the project id ?
Thank you for providing all the details and sharing your feedback regarding support channels. I understand the urgency and the importance of privacy for your client information.
Issue Summary
SDK: Web3Auth Plug and Play (PnP)
Platform: Not explicitly mentioned, but likely Web (JS/React/Vue) based on “Plug n Play”
Login Method: Email Passwordless
Issue: Client is not receiving the passwordless code via email anymore (previously worked).
Privacy Concern: Need a private way to share client email and project ID for investigation.
Next Steps
1. Private Information Sharing
To maintain privacy, please do not share your client’s email or sensitive project information publicly on the forum. For enterprise users:
You can reach out directly via your dedicated Web3Auth enterprise support channel (usually provided during onboarding).
Alternatively, you can submit a ticket via the Web3Auth Support Portal and mention your forum post for context.
If you do not have access to a direct support channel, please use the contact form linked above and specify that you are an enterprise customer needing to share sensitive information privately.
2. Troubleshooting Steps
While the support team investigates, here are some things you can check:
Email Deliverability: Ensure the client’s email provider isn’t blocking or filtering Web3Auth emails. Sometimes, deliverability can change due to provider-side updates or user inbox rules.
Rate Limiting: If the client attempted too many logins in a short period, there might be a temporary block. Waiting 10–15 minutes and trying again can help.
Project Configuration: Confirm that the email passwordless method is still enabled in your Web3Auth Dashboard.
3. Providing Additional Details (If Needed)
If the support team requests further info, they may need:
If you need further guidance on how to contact support or escalate, please let me know!
Note: This response was generated by an AI bot and may require further verification. The Web3Auth support team has tracked this issue and will be responding as soon as possible.
Additionally, we would recommend you to join our biweekly Office Hours to get this resolved even faster. Web3Auth Developer Office Hours
I have DM’d you. If they have unsubscribed to our email OTP mails then we can restore access for them. If you aren’t aware if that’s the case, please share the email if via DM and we’ll surely have a look.