Customer Service Tip: Troubleshooting Verification Code not received after entering Correct Credentials

1. If the 2FA method is enabled for email:

• Add the token email to the Safe Senders list. The email to add is noreply@fortinet-notifications.com
• Check email filtering and spam (contact the company IT/email administrator).
  

   

2. If the user is unaware of the 2FA method enabled in the account:

• The FortiCloud Portal offers the following 2FA methods, and the account must have been enabled with one of these: FortiToken, Email, SMS, and 3rd party authentication application.
• The user should check one of these applications to see if the security code has been received.
• If the user is still unable to determine which 2FA method is enabled on the account, contact Fortinet Customer Service.
  
  

3. For help with retrieving the FortiToken mobile: https://support.fortinet.com/cred/#/lost/token  
   
   
4. For help with retrieving the Lost token on a third-party app: https://support.fortinet.com/cred/#/lost/token/thirdparty 
   
    

   

If the issue persists, contact Fortinet Customer Service. 

Related article:

Customer Service Tip: Two-Factor Authentication (2FA) resource list