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I Am Not Receiving the 2FA Verification Code

If the Two-Factor Authentication (2FA) verification code is not arriving in your inbox when you try to log in, this article helps you identify why and resolve it quickly. Work through the checks below in order before contacting support.

Purpose of This Article

Since Two-Factor Authentication (2FA) became mandatory for all dashboard logins in March 2026, verification code delivery issues have been one of the most common support contacts. This article covers every likely cause and resolution so you can get back into the dashboard quickly.

Main Content

How the Verification Code Works

After entering your username and password correctly on the dashboard login page, a one-time verification code is automatically sent to your registered email address. You must enter this code to complete your login.

The code is valid for a single login session only. If you wait too long before entering it, it will expire and you will need to log in again to receive a new one.

The code is sent from QuantumLoopAI via an automated email system. It should arrive within a few minutes of being requested.

Step-by-Step Checks

Check 1: Have you checked your spam or junk folder?

This is the most common reason for not receiving the code. Many email systems filter automated emails into spam or junk by default.

  1. Open your email inbox.
  2. Check your spam, junk, or bulk mail folder.
  3. If the verification code email is there, open it and use the code.
  4. To prevent this happening again, mark the sender address as safe or add it to your contacts. The code email comes from a QuantumLoopAI automated address.

Check 2: Are you logging in with the correct email address?

The verification code is sent to the email address registered to your dashboard account. If you are logging in with a different email address, the code will be sent somewhere you are not checking.

  1. Confirm the email address you entered on the login page is the same address QuantumLoopAI used to send you your original dashboard credentials.
  2. If you are unsure which email address is registered to your account, check your inbox for the original Dashboard Access Credentials email from QuantumLoopAI.
  3. If you cannot find it, contact support@quantumloopai.com with your name and surgery name to confirm your registered address.

Check 3: Have you waited long enough?

Verification code emails are usually delivered within a minute or two, but occasional delays can occur depending on your email provider.

  1. Wait up to five minutes from the point you entered your login credentials.
  2. Refresh your inbox and check again.
  3. Also check your spam or junk folder during this time.

If the code has still not arrived after five minutes, move to the next check.

Check 4: Is your email inbox working correctly?

In rare cases, your email service may be experiencing a temporary issue that is delaying or blocking incoming messages.

  1. Send yourself a test email from a different account to confirm your inbox is receiving messages normally.
  2. Check whether other emails have been arriving in your inbox around the same time.
  3. If your inbox appears to be working normally but the code is not arriving, proceed to contacting support.

Check 5: Has your registered email address changed?

If your email address has changed since your dashboard account was set up, the code will be sent to the old address, which you may no longer have access to.

  1. Consider whether your email address has changed since you first received your dashboard credentials.
  2. If it has, contact support@quantumloopai.com to have your registered email address updated before attempting to log in again.

Check 6: Is your organisation's email system filtering automated emails?

Some NHS practice email systems, particularly those managed by an ICB or IT provider, apply strict filtering rules that can block automated emails from external senders.

  1. Contact your IT support team or email administrator and ask them to check whether emails from QuantumLoopAI's domain are being blocked or filtered at the organisation level.
  2. Ask them to whitelist the QuantumLoopAI sender domain so that verification code emails can reach your inbox.
  3. If you are unsure who manages your email filtering, speak to your practice manager.

If None of the Above Resolve the Issue

Contact the support team with the following information:

  • Your name and surgery name
  • The email address you are using to log in
  • Which checks you have completed and what you found
  • Whether this is affecting just you or multiple users at your practice
  • Whether this issue started recently or has always been the case

Contact: support@quantumloopai.com

Troubleshooting

The code arrived but by the time I entered it, it had expired. Verification codes expire after a short period. When the code arrives, enter it promptly. If it expires before you can enter it, return to the login page, enter your credentials again, and use the new code as soon as it arrives.

I am receiving the code email but the code is not working. Ensure you are entering the code exactly as shown in the email. Do not include any spaces unless the email shows them. If the code is rejected immediately, it may have expired — log in again to receive a fresh code.

Multiple staff members at our practice are not receiving the code. If the issue affects several users, it is likely that your organisation's email system is filtering or blocking the verification code emails at a network level. Contact your IT administrator and ask them to whitelist QuantumLoopAI's email domain. Contact support@quantumloopai.com in parallel so the team is aware.

I received a code but it was for a login I did not attempt. If you receive a verification code you did not request, it may indicate someone is attempting to access your account. Do not share the code with anyone. Contact support@quantumloopai.com immediately to report the concern.

I cannot access my registered email address at all. If you cannot access the email account linked to your dashboard, contact support@quantumloopai.com. They will need to verify your identity before updating your registered email address.

FAQs

Why is a verification code required every time I log in? Two-Factor Authentication (2FA) was made mandatory for all dashboard users in March 2026. It protects your account and the patient data within it by ensuring only someone with access to your registered email can log in. It cannot be disabled. See: How Two-Factor Authentication (2FA) Works (article 4.2).

Can I use an authenticator app instead of email for the verification code? No. The verification code is sent by email only. Authenticator apps are not currently supported for dashboard login.

How long is the verification code valid for? [NEEDS VERIFICATION — please confirm the exact expiry time for 2FA verification codes.]

Can I whitelist the QuantumLoopAI sender address myself? Yes, in most email systems. Open the verification code email when it arrives, right-click the sender address, and add it to your safe senders or contacts list. If your email is managed by an IT system, your IT administrator will need to do this at the network level.

Is it safe to receive verification codes by email? Yes. The code is a one-time, short-lived code that is only valid for a single login session. Even if someone intercepted the email, they would also need your password to use it. This is why two-factor authentication improves security compared to a password alone.