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Troubleshooting login issues

‘Didn’t get the welcome or login code email. The verification link doesn’t work. What should I do?'

Upon joining the retraced platform via an invitation, you will need to verify your email address successfully and accept our terms and conditions. The welcome email typically arrives quickly to your account and all you need to do is click on the ‘login now’ link in that email.

We know how frustrating it can be if things don’t go as expected. This quick guide lists the most common issues and troubleshooting steps for you.

Didn't receive the welcome email

If the welcome email didn't arrive in your inbox, don't worry! Upon sign up or an invitation from a network partner, your user account and details are already in our system. 

Thus, you can go directly to the retraced login page, request the temporary code, and access the platform.

Didn't receive the login code email

If the temporary code email didn't arrive in your inbox and you have checked all your folders, including promotions, junk, and spam, the problem could be that your email client has a very strict spam filter and didn’t let the email through.

As email clients allow emails from Contacts to reach the inbox, our recommendation is to add our email address no-reply@retraced.com to your contacts/safe list.

Next, go back to the retraced login page and request the login code again.

The verification link in the welcome email is not working

If you've received the welcome email but the verification link isn't working, please clear your browser cache by going to 'Privacy and Security' in your browser settings, and retry the ‘login now’ button from the welcome email.

If you’re still having difficulties with the link, try clicking it from your mobile device. Turning off your mobile Wifi and using data or LTE might also help.

If you have followed the steps above and still need assistance, please reach out to our team at support@retraced.com, ideally with what troubleshooting steps you have already taken, to ensure a faster resolution.

Didn't receive the login code SMS

In case you are using your phone number to log in, provided that it is registered on your profile, please allow for a few minutes until re-issuing it.

There are some known issues with some providers in certain countries, where our SMS are not delivered although our SMS provider is indeed trying to deliver them. In this case, please use your email to sign in instead or contact support@retraced.com.

Known providers that are not delivering the SMS:

  • Vietnam : Mobifone
  • China: Every provider