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Authentication token or MFA emails not received when attempting to sign in to Exclaimer

  1. Exclaimer Knowledge Base
  2. Solutions
  3. Portal
Payal Arya
  • Updated

Scenario

While signing in to your Exclaimer Portal account, you’re prompted to enter an authentication token. The system says it has been emailed to you, but despite checking your Inbox, the email cannot be found.
 

Resolution

Multiple solutions are available for this issue. Select an option below to see the relevant steps:

Your account is configured to use Microsoft or Google SSO instead of an Exclaimer username and password

The emails with authentication tokens will only be delivered to accounts set up with an Exclaimer username and password.

If you chose to sign up for Exclaimer using your Microsoft or Google account or have since removed your Exclaimer password, then the emails will not be sent out.

In this case, you should use the Sign in with Microsoft or Sign in with Google option:
The email has been delivered to your Spam or Junk folder

It’s possible that the email with the authentication token may have been delivered to your Spam/Junk folder instead of your Inbox.

Mark the email as not Spam/Junk to help ensure these emails are delivered correctly in the future.
 

Microsoft Exchange has quarantined the email

It’s possible that the email with the authentication token may have been quarantined by Microsoft Exchange.

Visit the Microsoft 365 Defender portal Quarantine page to check for the email. For more information about finding and releasing emails from the quarantine, see Find and release quarantined messages as a user - Office 365.

The email has been delivered to your other folders - Updates, Promotions, or Social

Apart from the Spam or Junk folder, we advise you to check the other folders in your email client. Sometimes, your email client can automatically sort emails into different folders, such as Updates, Promotions, or Social. The authentication token email could have ended up in these folders.

Confirm your email address: Make sure the email address linked to your Exclaimer account is accurate and was used to register your subscription.

Whitelist Our Notification Email Address
The emails are currently sent from notifications@signatures.exclaimer.com, so this address should be added to any sender whitelists your organization uses to ensure smooth delivery.