This article applies specifically to two-step verification (2SV), which is a prompt to enter a 6-digit code retrieved via email to enhance security. This article does not apply to two-factor authentication (2FA), which uses an authenticator app or SMS to verify login.

Issue symptoms

I don't receive the two-step verification (2SV) email when attempting to log in to my Zendesk Support account.
Two-step verification passcode screen

Resolution steps

You can use the following steps for help locating the email:

  1. Check the correct email inbox. Passcodes are sent to the primary email address listed in your Zendesk profile. You can see this address on the Two-step verification screen. If you cannot access this email address, ask your email administrator to retrieve the email for you. After you log in, you must change the primary email address in your agent profile to one you can access.
  2. Check your inbox and spam folder for the email. The subject line is <brandname> verification passcode, and the sender is your account primary support address. Depending on your account setup, the sender may be a Zendesk address such as support@yoursubdomain.zendesk.com or an external support address.
  3. If the email is not in your inbox or spam folder, it may have been blocked at the server level. Ask your organization email administrator to help locate the email. Keep in mind that passcodes expire after five minutes and can be used only once. If your email administrator is still unable to locate the two-step verification email, contact Zendesk Customer Support for further help.
  4. If your two-step verification email was marked as spam or blocked at the server level, ask your email administrator to review or adjust your email domain policies. If you use an external support address, an admin should review the following articles to ensure that emails sent from Zendesk, including two-step verification codes, are not blocked because of incorrect SPF or DKIM settings. For more information, see the articles:
    • Allowing Zendesk to send email on behalf of your email domain
    • Digitally signing your email with DKIM

If your team members are able to access your Zendesk account, you can have them generate a new code for you as a temporary workaround: Getting recovery codes for team members locked out of their accounts. Because two-step verification requires a passcode when you sign in from a new or unrecognized device, Zendesk does not recommend relying on recovery codes as a long-term solution.

For more information, see these articles:

  • About two-step verification (2SV)
  • Troubleshooting email deliverability

If you are still unable to log in, contact Zendesk Customer Support for further help.

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