Description:
This article assists with using verification codes, also known as two-factor authentication (2FA), and some troubleshooting steps if not receiving the verification code email notification. While these are great general verification trouble shooting steps, the use of email verification first is required on mobile app versions 25.8.002 and above.
Steps to resolve:
When creating an account in nCino, users will need to first verify the email on their account before having the option to send a verification code via text to the phone number on their account.
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Account Creation: At borrower account creation, if not following a share link sent to the borrower's email by the Loan officer, the borrower will be prompted to send a verification email.
The borrower will receive a verification email with a link to verify their email. Once verified, the borrower will be able to send future verification codes to either their email or phone.
A borrower may however fail to verify their email or abandon at this point, so their next option would be to sign into their account and request a 6 digit verification code to their email.
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Correct Email: The verification code will be sent to the email saved to the account that is being logged into. Please check that the email is typed correctly. *Note if the email or phone number is showing incorrectly, the Loan officer or Company Admin can correct this following steps seen here.
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Mobile: Without closing the app you are logging into, get code from email and enter it.
*note if you close the app where the code needs added, it will not work, you will need to request again.
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Resend Code: If the user is still not seeing the email notification, resend the notification by clicking 'Resend code', this will send a new email notification.
If the user has received one verification code notification, the verification code that is resent by clicking 'Resend code' will be the same 6 digit code as in the previous notification. For example, if the first notification has the verification code as 489225, when you click resend code it will send a new notification where the verification code is also 489225.
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Check Spam or Junk folders: Sometimes email providers will mark some emails as spam, preventing these notifications from showing in the main email inbox. If the user isn't seeing the verification code email notification within their email inbox, check the Spam or Junk folders of their email account. If they do see the verification email notification in the Spam or Junk folder, please mark the sender as 'Not spam' so that any future notifications will show in their email inbox.
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Reset Password: If the user is still not receiving the verification code email notification, and does not have the option to send the code via text, have the user reset their password by clicking 'Forgot your password?' or have the Loan officer or Company Admin send the user a Password Reset email.
By performing a password reset and clicking the password reset link, the user's email is now verified. When the user clicks the password reset link, the email is verified and any future logins will allow a text or email code. *Note: Process for resetting password found here.
Solution:
Users can sometimes struggle verifying their email, which allows them to log into their account for the first time. This article outlines ways for users to troubleshoot issues receiving verification code notifications. Once the email on the account has been verified, users should see the option to send the verification code via text or email, with text as pre-selected.
Additional resources:
Published: 09/18/2025 Last Update: 02/10/2026