Purpose: This article helps you troubleshoot problems when you are not receiving or cannot use the email verification code during Onvive Study App account setup.
Estimated Completion Time: 2-5 minutes
Requirements:
- Your smartphone with the Onvive Study App.
- Access to the email account you are trying to verify.
- A stable internet connection (Wi-Fi or cellular data).
Steps:
- Check your email inbox, spam, and junk folders for a 5-digit confirmation code from noreply@clicktherapeutics.com.
- Verify that you entered the correct email address during account creation in the app.
- If you did not receive the code, look for a
Resend Code or similar option in the app and tap it to send a new code. - Carefully enter the 5-digit code into the app exactly as it appears in the email. Ensure there are no typos.
- If you receive an "An error occurred" message while entering your email address, make sure you have entered it correctly.
- If the error message continues to appear, it indicates that the email address is not compatible with the Onvive Study App and you will need to use a different email address to continue.
- Gmail, Outlook, or iCloud users: You can try adding "+1" to the end of your email address (e.g., janedoe+1@gmail.com) instead of using a completely different email address. You will still receive study emails at your original email address. Note that if you create an account with this method, this will be the email address you will have to use to log in later, should you get logged out.
Need more help? If you continue to experience issues with email verification, please contact technical support using the information found in the app's Profile section.