My customer didn't get their portal sign-in code
Customers sign in to the customer portal at https://intellidesk.co/portal with their email address and a 6-digit code that IntelliDesk emails them. If the code doesn't turn up, work through the checks below. Most cases are solved by the first two.
What the customer should see
After they enter their email and click Continue, the page changes to "We sent a 6-digit code to …" with a partly hidden version of their address (for example j***n@example.com). If they see that message, the code was sent. If they see an error instead, the code was not sent; skip to If there's an error instead of the code screen below.
Where the code comes from
- It's sent from noreply@intellidesk.co, not from your own support mailbox.
- The sender name is your workspace name.
- The subject is "Your verification code: 123456" (with their code).
- The code is valid for 5 minutes.
If the code screen appeared but no email arrived
- Check spam, junk and quarantine. Because the email comes from noreply@intellidesk.co rather than your own domain, company mail filters sometimes hold it. Ask the customer to search their mailbox for "verification code". On a work email address, their IT team may need to release it from quarantine or allow intellidesk.co.
- Check the address shown. The masked address on the code screen is where the code went. A typo in the email means the code went nowhere useful: click Different email and try again.
- Wait a minute, then click Resend code. The link becomes active after 30 seconds ("Resend in 30s" counts down).
- Use the newest code only. Requesting a new code cancels the earlier ones, so a code from an older email won't work.
- Enter it within 5 minutes. After that the customer sees "Code expired. Please request a new one."
If there's an error instead of the code screen
| Message | What it means | What to do |
|---|---|---|
| No account found with that email address. | That address isn't a contact in any IntelliDesk workspace. | Check the spelling, or add them under Contacts → Add contact (anyone who has emailed you or used your website form is already a contact). |
| Too many requests. Please try again later. | Three codes have been requested for this address in the last hour. | Wait up to an hour, then try again. |
| Account temporarily locked. Please try again in 15 minutes. | Five wrong codes were entered. | Wait 15 minutes, then request a fresh code. |
If the code arrives but sign-in still fails
If the customer enters a correct code and sees "Verification failed. Please try again.", the most likely cause is that none of your help desks has the portal switched on. A contact can receive a code, but there's nothing to sign in to until at least one active desk has it enabled.
Turn it on under Settings → Help Desks → desk → Settings → Customer portal ("Allow contacts to view tickets via portal"). The portal is off for new desks until you switch it on.
A quicker route for regular visitors
Once a customer is signed in, they can set a password under Account. Next time they can use Sign in with password instead and skip the code. The code route always stays available if they forget it.
Still stuck?
If the customer has checked spam and quarantine, the portal is switched on, and the code still never arrives, contact IntelliDesk support with the customer's email address and roughly when they tried. We can check whether the email was sent.
Related: The customer portal: what your customers see · My customer can't sign in to the portal: error messages explained · Contacts and companies