• TROUBLESHOOTING • SETUP GUIDE

Customers cannot complete email verification

By Rivio Support Team
1 min read

Identify whether the problem occurs when requesting, receiving or entering the code.

Before you start

Open Features → COD verification → Verification / Settings → Contact step / Code step in your store. Use the current saved configuration and a controlled test cart. For storefront features, confirm the Rivio theme app embed is enabled on the theme being tested.

Step-by-step instructions

  1. Confirm Send codes by is Email and COD verification is active.
  2. Check the entered email address and its inbox, spam and junk folders.
  3. Request a current code through the storefront and use the code from that request.
  4. Inspect the visible error without exposing the code in screenshots.
  5. Review contact blocklists and relevant contact/code wording.
  6. If it persists, record the request time, store and visible error for support.

Screenshot to add: Features → COD verification → Verification / Settings → Contact step / Code step — show the relevant settings described above. Hide customer details, contact blocklists and verification codes.

Example and use case

A shopper who sees a generic contact error needs a different investigation from a shopper who receives a code but cannot submit it.

Limitations and important behaviour

  • Text changes do not fix mail delivery infrastructure.
  • Do not share verification codes or customer contact details publicly.
  • Avoid repeated requests that make it unclear which message belongs to the current attempt.

Test and confirm the result

Test with a controlled email address and document the exact failing step, rather than reporting only that OTP does not work.

Save configuration changes before testing. A settings preview confirms presentation; inspect the storefront, checkout or Shopify order for the actual outcome described in this guide.