If you're logging into the app and requested a One-Time Password (OTP), but it hasn't arrived, here's what's likely going on and how to fix it.
How long is my OTP valid?
Your OTP stays valid for 15 minutes, unless you request a new one before then. If a new OTP is requested, the previous one is no longer valid.
My OTP hasn't arrived — what should I do?
If it doesn't arrive within a few minutes, don't wait out the full 15 minutes — simply restart the login process to request a fresh OTP.
If it still doesn't arrive after trying again, there are two common causes:
1. Your organisation's IT team may be holding the email
This usually happens because your IT security system hasn't yet recognised our email address as a trusted sender. Although we've sent the email, it may be held or quarantined before reaching your inbox. The best fix is to check your spam/junk folder first, and if it's not there, ask your IT team to release emails from Strove's domain.
2. Requesting OTPs too frequently
Requesting many OTPs in quick succession can sometimes trigger the same IT filtering described above. If this happens, check your spam folder and ask IT to release the email if needed.
If you've tried the above and still aren't receiving your OTP, please contact our Support Team, who will be happy to help.