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Troubleshooting: Not receiving one-time passcode or sign-in email

Unable to login due to not getting your login code or sign-in email? This article walks you through our troubleshooting steps.

Written by Alexis Camacho
Updated over a month ago

This is a common issue that can usually be resolved by following a few simple steps.

1. Check your Spam or Junk Folder

This is a common issue that can usually be resolved by following a few simple steps.
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To fix this, check these folders for an email from us and mark it as "Not Spam" or "Not Junk" and move it to your inbox.
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Please note: spam filters can be set up in two places, at your email provider (like Gmail or Yahoo) and within your email app (e.g., Outlook, Thunderbird). Always check both for any missing messages.

2. Add our email address to your safe senders list

Adding our "team@mail.perplexity.ai" email address to your email provider's safe senders list is the best way to prevent future emails from being blocked or sent to spam.
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Click your specific provider for further instructions:
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My email is on a company/school domain


We strongly recommend contacting IT support to troubleshoot. Ask them to add team@mail.perplexity.ai to the safe senders or allow list. There may be a block or filtering issue on the email server that is preventing our messages from reaching you.

Gmail

  1. Open Gmail and log in to your account.

  2. Click the gear icon (Settings) in the upper right corner and select "See all settings."

  3. Go to the "Filters and Blocked Addresses" tab.

  4. Click on "Create a new filter."

  5. In the "From" field, enter team@mail.perplexity.ai.

  6. Click "Create filter" at the bottom of the form.

  7. Check the box next to "Never send it to Spam."

  8. Click "Create filter" again to save your settings.

Outlook (formerly Hotmail)

  1. Open Outlook and log in to your account.

  2. Click the gear icon (Settings) in the upper right corner and select "View all Outlook settings."

  3. Go to "Mail" > "Junk email."

  4. Under "Safe senders and domains," click "Add."

  5. Enter team@mail.perplexity.ai.

  6. Click "Save."

Yahoo


​A. Mark emails as a Not Junk

Yahoo doesn't offer a 'safe sender' feature. Instead, mark legitimate emails in your junk folder by selecting 'Move to Inbox' to train its filters. We also recommend adding the team@mail.perplexity.ai. email to your contacts.

B. Check Blocked Addresses (Important!):

  1. Go to Settings (gear icon) > Security and privacy.

  2. Select "Blocked Addresses."

  3. Ensure team@mail.perplexity.ai is not listed here. If it is, remove it.

Apple Mail (iCloud)

iCloud doesn't offer a 'safe sender' feature. Instead, mark legitimate emails in your junk folder by selecting 'Move to Inbox' to train its filters. We also recommend adding the team@mail.perplexity.ai. email to your contacts.
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How to mark emails as 'Not Junk':

  1. Open iCloud Mail and log in to your account.

  2. Click "Junk" folder on the left pane

  3. Select the emails in question

  4. Click the "..." icon on the top of the email

  5. Choose the "Move to Inbox" option.

AOL Mail

  1. Open AOL Mail and log in to your account.

  2. Click on "Options" and select "Mail Settings."

  3. Go to the "Spam Settings" tab.

  4. In the "Sender Filter" section, click "Allow mail from addresses I specify."

  5. Enter team@mail.perplexity.ai.

  6. Click "Save Settings."

Proton Mail

  1. Open ProtonMail and log in to your account.

  2. Click the gear icon (Settings) in the upper right corner and select "Settings."

  3. Go to the "Filters" tab on the left.

  4. Click "Add filter."

  5. In the "Filter Name" field, enter a name (e.g., "Our Allow List").

  6. In the "If" section, select "The sender", "Contains" and enter the following email under text: team@mail.perplexity.ai.

  7. Click the "Insert" button

  8. In the "Move to" section, select "Inbox - Default" and click "Save."

Zoho Mail

  1. Open Zoho Mail and log in to your account.

  2. Click the gear icon (Settings) in the upper right corner and select "Mail Settings."

  3. Go to the "Anti-Spam List" under "Email Administration."

  4. Click "Add new whitelist."

  5. Enter team@mail.perplexity.ai.

  6. Click "Save."
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3. Verify your email Address

Double-check that you entered the correct email address when requesting the OTP or sign-in email. A simple typo can prevent delivery.


If you're using Apple Relay/Hide my Email, ensure your emails are being forwarded correctly.

4. Check your internet connection

Sometimes, connectivity issues can block the Sign in emails from being sent, trying a completely different connection helps understand the root cause.

5. Contact support

Still not receiving your login email? Email us at support@perplexity.ai. Let us know what steps you've tried so we can quickly verify email delivery.
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1. Check your Spam or Junk Folder
2. Add our email address to your safe senders list
3. Verify your email Address
4. Check your internet connection
5. Contact support