Are two-factor codes sent by email?

No. Two-factor codes come from your authenticator app. The only code Leadnote emails is the 6 digit code of the mobile app's "Log in using OTP" option.

How long is a password reset link valid?

A reset link works once and for 60 minutes. If it has expired or was already used, request a new one from the sign-in page.

Why did I get the same confirmation message for a wrong email address?

Leadnote shows "If an account exists for this email, we have sent a link to reset the password." in every case, so the page cannot be used to find out who has an account.

How many times can an invitation be resent?

Five times per hour for each person. Every new invitation cancels the earlier link.

Fix: login code, invite or reset email not arriving

Leadnote sends three kinds of email that people wait for: a password reset link, an invitation link and, on the mobile app, a 6 digit login code. If one has not arrived, the cause is usually the address, a spam folder, a link that has already been replaced, or an address that Leadnote has stopped sending to.

Two-factor codes are different. They come from your authenticator app and are never emailed, so there is nothing to wait for. See can't sign in if that is your problem.

Quick checks

Look in Spam, Junk and Promotions, and search the mailbox for "Leadnote".
Check the spelling of the address you typed, and that it is the one on your user.
Wait two or three minutes, then request one more email. Do not request many in a row.
Use only the newest email. Older links stop working when a new one is created.
If your company filters mail, ask your IT team to allow messages from Leadnote.

Symptom, cause and fix

Symptom	Likely cause	What to do
"If an account exists for this email, we have sent a link to reset the password." but nothing arrives	The address has no account, the user is deactivated, the mail is in spam, or you asked more than 3 times in an hour from the same network. Extra requests get the same message but send nothing.	Check spam, wait an hour if you asked repeatedly, then try once. Ask your Account Owner whether your user is active.
"This reset link has expired or was already used."	The link is older than 60 minutes, or it was used once.	Choose Request a new link and use the new email only.
"This invitation link has expired, was replaced by a newer one or was already used. Ask your account owner to send a new invitation."	Invitation links last 7 days, work once, and only the newest one works.	Ask the Account Owner or a Manager to resend the invitation.
Mobile app: "Check your email" but no code	The address has no account, the user is deactivated, or the mail is delayed or in spam.	Wait for the timer, then choose Send a new code.
Mobile app: "The code is incorrect or has expired."	The code is valid for 10 minutes, works once, and allows 5 attempts. Asking for a new code cancels the old one.	Enter the newest code only.
Emails never arrive for one address, while others work	Leadnote stopped sending to that address after a hard bounce or a spam complaint.	An Account Owner or Manager can check the suppression list, described below.

Password reset

On the sign-in page choose Forgot password?, enter your email and choose Send reset link. Open the link within 60 minutes, then enter a new password in New password and Confirm new password and choose Change password. Afterwards sign in with the new password. A reset ends all your other sessions. If you cannot receive the email at all, an Account Owner or Manager can set a temporary password for you from Settings, Users, as explained in deactivate and offboard users.

Invitations (for Owners and Managers)

Open Settings, Users and the Invitations tab. Each person has a status: Invite pending, Invitation expired or Invitation revoked.

Check the email address of the person. A typing error is the most common reason.
Choose Resend on the row. Leadnote confirms with "Invitation sent again to {email}. The earlier link no longer works."
If you see "You have resent this invitation 5 times in the last hour. Try again in", wait for the time shown.
If email still does not work, set a password for the person with Set password, tick "Ask the person to choose a new password at next sign-in", and share it through a safe channel. The person then lands on the "Choose your own password" page after signing in.

The invited person sets a password of 8 to 200 characters with a letter and a number, then chooses Set password and continue. More steps are in add and invite users.

When Leadnote has stopped sending to an address

A hard bounce or a spam complaint puts an address on a suppression list, and that blocks every kind of message to it, including resets and invitations. An unsubscribe blocks marketing messages only.

Owners and Managers can look: open Campaigns, then Outbox, then the Suppressions tab, and search for the address. Entries show a reason such as Hard bounce, Spam complaint, Unsubscribed or Added manually. Remove an entry only when you are sure the address is correct now, because mailing a bad address again can hurt your sender reputation. If the address is not listed, or you cannot remove the entry, contact support.

The Messages tab of the same Outbox shows the status of messages sent for your organisation. See delivery status and the message log.

Web app vs mobile app

Password reset and invitation links open in a browser, even if you started on the phone. The mobile app login screen offers Log in using OTP and Forgot password?. After the code, users who have two-factor still enter their authenticator code.

Still stuck?

Tell support which address you used, which email you expected and roughly when you asked for it. See contact Leadnote support.