Troubleshooting: Not Receiving a Code

If you expected a code and it did not arrive, this guide can help you troubleshoot the most common causes. It covers two types of codes: verification or authentication codes for account access, and promotional or discount codes for offers and savings.

Issue description

Sometimes codes are delayed, filtered, entered incorrectly, or sent to a different contact method than the one you are checking. In other cases, a promo code may have expired or may not apply to the items in your cart.

Verification or authentication code not received

Use these steps if you are trying to sign in, verify your account, or complete a security check and the code has not arrived.

Common reasons the code may not arrive

• The code was sent to a different email address or phone number.
• Your inbox, spam, junk, or blocked messages folder filtered the message.
• There is a delay in message delivery from your email or mobile carrier.
• The code expired before you entered it.
• You requested multiple codes, and only the most recent one is valid.

Troubleshooting steps

1. Confirm that you entered the correct email address or phone number.
2. Check your spam, junk, promotions, and blocked messages folders.
3. Wait a few minutes, then request a new code if the first one does not arrive.
4. Make sure your device has a stable internet or mobile connection.
5. If you requested several codes, use the most recent one only.
6. If you still do not receive the code, contact support with the information listed in the Contact support section below.

Promotional or discount code not received

Use these steps if you expected a promo code, discount code, or special offer code, and it did not arrive.

Common reasons the code may not arrive

• The offer was sent to a different email address than the one you used.
• The message was filtered into spam, junk, or promotions folders.
• The promotion has already expired, or the code has already been used.
• The code is only valid for certain products, order minimums, or regions.
• There was a delay in the email delivery system.

Troubleshooting steps

1. Check the email address used when signing up, subscribing, or placing the order.
2. Search your spam, junk, and promotions folders for the code.
3. Review the offer details to confirm the code is still valid and applies to your purchase.
4. If the offer was sent by text or email, make sure you checked the correct contact method.
5. If the code still has not arrived, contact support using the details below.

Contact support

If you still need help, contact support and include as much of the following information as possible so we can investigate quickly:

• The type of code you expected: verification/authentication or promotional/discount
• The email address or phone number used
• The date and time you requested the code
• Any error messages you saw
• For promo codes: the offer details, expiration date, and any related order number

Additional information

If you are waiting on a verification code, try requesting a new one only after you have checked the correct inbox or message folder. If you are waiting on a promo code, review the terms of the offer to confirm eligibility before contacting support.