What to do if you're not receiving your Instant Pin Code to Login (OTP)

Some customers have reported that they don’t receive their login pin code emails, especially when using an email address from an organisation that’s hosted on Outlook. Occasionally, this happens because certain email providers (like Outlook) may block or delay emails from our system. If you experience this, simply retrying the login process can sometimes fix the issue. The system will send another pin code, and this second attempt often gets through.

Step 1: Check your spam and junk folders

Search for an email from Instant in your spam, junk, or promotions folder. Sometimes security filters quietly redirect our emails before you see them.

Step 2: Try requesting the code again

Go back to the login page and request a new code. Our system will send a fresh one. This second attempt often gets through.

Step 3: Try a different browser or device

If you're receiving the code but it's saying "verification failed", try:

• Switching to Chrome or Firefox (if you're using Safari or Edge)
• Logging in from your phone instead of your work computer
• Clearing your browser cache and cookies, then trying again

Step 4: Try a personal email address

If you're using a work email (especially one hosted on Outlook, or a company domain with corporate IT management), your organisation's email security may be filtering our codes. Try asking your account admin to add a personal email address to your account instead.

Step 5: Ask your IT team to whitelist Instant

If you have access to an IT team, ask them to whitelist the Instant email sending domain so that our login codes are marked as safe and always delivered. This is the most permanent fix for corporate email environments.

Still stuck?

If none of the above has worked, please contact our support team. We have an alternative login method available — instead of receiving a code by email each time, we can switch your account to use a password instead.

To request this, remail  Instant Support and let us know:

• Your email address
• The name of your store/account
• That you'd like to switch to password-based login

We may require verification from you to confirm your identify, and we'll get you set up as quickly as possible.