Overview
When Lucen emails you a verification code, for example to confirm your email address when you create your account or set a password, it arrives as soon as you enter your email and select Next. If the code hasn't arrived, work through the checks below.
The code is sent by Lucen Software (via Microsoft), from [email protected]. That email is genuine, not phishing. Microsoft securely manages login for Lucen, so the code comes from a Microsoft address on our behalf.
First, the quick checks
Check spam and junk. Automated login emails often land there.
Search your inbox for [email protected].
Check your company's email quarantine. Locked-down corporate email systems may hold the message for review.
Give it a moment. Delivery can lag briefly, and after you ask for another code the Resend code option itself can take about 90 seconds to appear.
Request a new code. On the Enter code screen, go back and select Next again to send a fresh code. Each new code replaces the previous one, so always use the most recent email.
Confirm you used the right email. Use the address tied to your Lucen account or seat. A different address or an alias won't receive the code.
If you keep seeing an "incorrect code" message, you're likely entering an older code. Use the code from the most recent email.
If you log in with Google or Microsoft
You won't receive a code at all. Choose Sign in with Microsoft or Sign in with Google on the login screen instead.
For IT teams (allowlisting)
To make sure verification codes reach your users, allowlist the sender [email protected]. If codes still do not arrive on a locked-down corporate tenant, contact [email protected] and we will help your IT team get them through.
Still can't get in?
If your company's email system blocks the code entirely, contact [email protected]. We can verify your identity and get you unblocked another way.
If you can't access that email inbox at all (for example, you've changed companies or the inbox was closed), your email can't be changed in Account Center; it goes through your admin or Support. Email [email protected] and we'll help you get access.
Verification codes are time-sensitive. If a code expires before you use it, just request a new one.