Login, Signup & OTP Verification

Issues with signing up, logging in, or verifying your phone number are among the most commonly reported problems. This guide walks through each scenario with concrete steps to get you unblocked.

Quick Diagnostic Checklist

Before working through the sections below, run through these checks first — they resolve the majority of login and signup issues:

• Browser is up to date — outdated browsers can cause unexpected errors during signup
• JavaScript is enabled — the authentication flow requires JavaScript
• No VPN or proxy active — VPNs can interfere with phone verification and OTP delivery
• Cookies and local storage are enabled — required for session management
• Phone number includes correct country code — select your country from the dropdown, do not type the code manually
• Phone has SMS capability — data-only SIMs cannot receive OTP codes
• Check spam/filtered folders — both SMS and email OTPs can be filtered
• Wait at least 60 seconds before requesting a new OTP — earlier requests may still be in transit

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OTP Not Delivered to Phone Number

This is the single most reported authentication issue. You reach the phone verification step at app.sent.dm/auth/verify-phone, request an OTP, and the SMS never arrives.

Why This Happens

• Carrier-level filtering — Mobile carriers in certain regions aggressively filter automated SMS traffic. This is especially common in Algeria, the UAE, Turkey, Ghana, and parts of West and East Africa.
• SMS route unavailability — The SMS route to your carrier may be temporarily down or congested.
• Network delay — In some cases, OTP messages are delayed by several minutes rather than lost entirely.

What to Do

1. Wait at least 60 seconds, then tap "Resend code." The first message may still be in transit.
2. Check your SMS inbox carefully — some phones place messages from short codes or unknown senders into a separate folder (e.g., "Filtered messages" on Samsung devices, or "Transaction" on some Android phones).
3. Disable any SMS-blocking apps — apps like Truecaller or carrier-provided spam filters can intercept OTP messages.
4. Try a different phone number if you have access to one — for example, a secondary SIM or a family member's number temporarily.
5. Contact support at support@sent.dm with your email address and the phone number you are trying to verify. The team can manually complete phone verification on your account.

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Country Code Not Listed in Phone Verification Dropdown

The phone verification step includes a dropdown for selecting your country code. Some users report that their country does not appear in the list. For issues related to phone number availability for sending messages (rather than verification), see Phone Number & Sender ID Issues.

Countries Reported as Missing

Users have reported difficulty finding country codes for Rwanda (+250), Uganda (+256), Kenya (+254), and others. In most cases the country is present but not immediately visible.

What to Do

1. Use the search field at the top of the dropdown. Type your country name (e.g., "Rwanda") or the numeric code (e.g., "250") to filter the list.
2. Scroll through the full list — the dropdown is sorted alphabetically and may require scrolling.
3. If your country is genuinely not listed, email support@sent.dm with your account email and phone number. Sent support can manually verify your phone number.

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Signup Returns 500 Internal Server Error

After filling out the signup form and clicking "Sign up," you see one of the following errors:

• Sign-up failed — Server Action was not found
• 500 Internal Server Error

Why This Happens

This is an intermittent server-side issue. It is not caused by your input or account details.

What to Do

1. Clear your browser cache and cookies for sent.dm and app.sent.dm.
2. Try incognito/private browsing mode — this rules out extensions and cached state as the cause.
3. Try a different browser — switch from Chrome to Firefox (or vice versa) to isolate browser-specific issues.
4. Wait 15 to 30 minutes and retry — transient server errors typically resolve within this window.
5. If the error persists for more than a few hours, contact support@sent.dm with the exact error message and a screenshot if possible.

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"Invalid Email Address" Error on Login

You see the message: "Invalid email address — Please provide a valid email address that can receive messages" even though you are entering a valid email.

Why This Happens

• Email domain blocklist — Some email domains (particularly disposable email providers) are blocked during signup.
• Unusual characters — Email addresses with special characters (+, non-ASCII characters) may not pass validation.
• Browser autofill corruption — Autofill can silently insert hidden characters or whitespace into the email field.

What to Do

1. Type the email address manually instead of relying on paste or autofill. Click inside the field, clear it completely, and type each character.
2. Try a mainstream email provider — Gmail, Outlook, or Yahoo addresses are universally accepted.
3. Clear your browser autofill data for the sent.dm domain.
4. If you previously had an approved account and now see this error, your account may require re-verification. Contact support@sent.dm with your email address and business name.

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"Send Limit Reached" Error

You see: "Send Limit Reached — You've reached the maximum number of attempts" when trying to request a new OTP code.

Why This Happens

After too many OTP requests in a short period, the system temporarily blocks further attempts. This is a security measure to prevent abuse of the verification system.

What to Do

1. Wait approximately 1 hour — the rate limit resets automatically after this period. Do not continue attempting during this time, as it may extend the cooldown.
2. Contact support at support@sent.dm if you need immediate access. The team can reset your OTP attempt counter manually.

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Phone Verification Not Working (General)

If the phone verification step fails in a way not covered above — the page hangs, the "Verify" button does nothing, or you see an unexpected error — try the following general steps.

What to Do

1. Switch to a different browser. Chrome and Firefox on desktop tend to have the fewest issues.
2. Disable your VPN or proxy. Some VPN exit nodes are flagged by fraud-prevention systems, which can block OTP delivery or cause verification to fail silently.
3. Confirm your SIM supports SMS. Data-only SIMs, eSIMs configured for data only, and some VoIP numbers cannot receive SMS-based OTPs.
4. Check the phone number format. Enter only the digits after the country code — no spaces, dashes, or parentheses. The country code is selected separately from the dropdown.
5. Try on a mobile device if you have been using a desktop browser, or vice versa.

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Magic Link or Email Confirmation Not Arriving

You requested a login link or email confirmation code, but nothing appears in your inbox.

What to Do

1. Check your spam and junk folders. Search for emails from team@sent.dm.
2. Add team@sent.dm to your contacts or allowlist. This prevents future emails from being filtered.
3. Check with your IT department if you are using a corporate or managed email account. Some organizations block external senders or filter automated messages at the server level.
4. Be aware of expiration. Email OTP codes expire after 10 minutes. If you find an older code, request a fresh one rather than trying to use it.
5. Request a new code by returning to the login page and starting the flow again.

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Facebook or Meta Account Restriction Blocking Login

If you signed up or logged in using your Facebook or Meta account and that account is subsequently restricted or suspended by Facebook, you will be unable to access your Sent account.

What to Do

1. Resolve the restriction directly with Facebook. Sent cannot override Facebook's account restrictions. Visit facebook.com/help to appeal or resolve the issue.
2. Contact Sent support at support@sent.dm to request a change of login method. The team can unlink your Facebook login and switch your account to email-based authentication, provided you can verify your identity.

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Delete or Reset a Previous Account

If you created an account with the wrong email address, or need to start fresh with a different email, you cannot do this self-service — account deletion requires manual action from Sent support.

What to Do

1. Email support@sent.dm with the following details:
   • The email address associated with the account you want to delete
   • The new email address you want to use going forward
   • Your business name (for identity verification)
2. Sent support will delete or deactivate the old account and confirm when you can sign up again with the new email.

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Still Stuck?

If none of the solutions above resolved your issue:

1. Gather the following information before contacting support:

   • Your email address
   • The phone number you are trying to verify (with country code)
   • The exact error message or screenshot
   • The browser and operating system you are using
   • The approximate time the issue occurred

2. Email support@sent.dm with the details above. Most authentication issues are resolved within one business day.

Related Guides

• Account Activation & KYC Review — if your account is stuck in the approval or compliance review stage
• Phone Number & Sender ID Issues — if you're having trouble with phone number availability for sending messages
• WhatsApp Setup — if your issue is specifically with connecting a WhatsApp Business Account

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