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JustBook Help

My customer didn't get the one-time code

A customer entered their phone number to book or sign in, but the one-time code never arrived.

Most common cause

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The code was sent on a channel the customer didn’t check, or the tenant only sends codes by email. Customers sign in with a phone number verified by a one-time code — there are no passwords. By default JustBook sends that code by email, and only adds SMS or WhatsApp if you’ve turned those channels on. If your business sends codes by email, a customer expecting a text won’t see one.

Fix: ask the customer to check the inbox for the address on their profile (including spam), then have them tap Resend code. If you want codes to go by text, enable SMS or WhatsApp in Settings → Notifications — this requires a plan that includes those channels.

Checklist

Section titled “Checklist”
  1. Have them resend. The verification screen has a Resend code action that issues a fresh code. The previous code expires, so tell them to use the newest one.
  2. Check the right place. Codes go to the customer’s email by default. If your business has SMS or WhatsApp enabled, the code goes to their phone number instead — make sure that number is correct.
  3. Look in spam. For email codes, the message can land in spam. See Our emails are going to spam.
  4. Confirm the contact detail is right. A typo in the phone number or email means the code went somewhere else. Correct it and resend.
  5. Wait, don’t hammer resend. Too many requests in a short window are rate-limited (code RATE_LIMIT_EXCEEDED) — pause a minute, then try again.
  6. Codes expire. A one-time code is only valid for a few minutes. An old code shows code OTP_EXPIRED — resend to get a new one.
  7. Check your channels are on. If SMS or WhatsApp shows as unavailable, codes fall back to email. Review which channels are active in Settings → Notifications.
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