There are several possibilities as to why the code is not arriving. These are the most common reasons and what you can do to troubleshoot.
If you are not receiving the verification code to your email address:
Please check the spam and junk folders. Waiting for 30 minutes to request the code again is also recommended.
Make sure you are checking the email address associated with your account.
If you are using a device that is not connected to a strong Wi-Fi network, it is possible that the code is delayed due to the signal strength.
If you are not receiving the verification code via text message:
Please make sure you have a US cell phone number that is backed by one of the major US wireless service providers or a VoIP number. You must currently be within the 50 states of the US to receive the code.
If you have a T-Mobile phone number, or if your phone blocks specific numbers, this might be why you are not receiving the code. To correct this, please be sure to contact your phone carrier to allow our code to arrive. They will need to unblock messages from short code 58988 in order to receive the code.
Please also check your phone's app settings to allow push notifications from the Novo app. Ensure that you have a strong signal connection. And wait 30 minutes to request the code again. It is possible that the third party we use for the 2FA codes is experiencing a slight delay.
If you are still facing difficulty with the code, please reach out to our Support team directly by emailing us at support@novo.co.