We are experiencing issues with receiving the OTP code for our corporate email accounts under the “saludsa.com.ec” domain.
In some cases (not always), the email containing the code does not reach the user’s inbox.
The most recent case involves the user “elsalinas”, for whom we have already tried twice without success.
We previously had a similar issue with another account, and the solution at that time was to unlock the user from Sonar’s side, not from ours.
After that unlock, the OTP code was delivered without any issues.
Could you please help us by reviewing or unlocking this user again?
Additionally, we would appreciate it if you could help us prevent this problem from happening again or explain the reason why it occurs, so we can better understand and avoid it in the future.
Can you ask the user to retry again? They should receive the verification code.
To prevent this from happening in the future, before asking the user to login to SonarQube Cloud, make sure they have a valid mail box configured for their email. Once they have it, they wouldn’t have any problem login into SonarQube Cloud and receiving the code.
We’ve verified that the user’s mailbox is working properly; internal tests for sending and receiving emails were completed successfully, and everything is functioning as expected.
At the moment, we were able to access the system with the previously mentioned user. However, we now have a new case with another user whose OTP code email is not being delivered, even after several resend attempts.
Could you please help us check if there might be any kind of block or let us know what could be causing this issue?