As part of our enhanced security measures against illicit access and other threats, we have introduced email verification for login in order to protect accounts that have not been used for a long period of time.
When logging into an account for the first time after a long period of time without use, an email with the following subject line will be sent to your login email address.
Subject: Chatwork: Confirm your authentication code
If you do not receive an email with your authentication code, check the following items.
Frequent occurrences
- It may take several minutes until the email is received.
- Confirm whether or not the email has been sorted into the junk email folder by your email software or mobile carrier.
Add the sending email address
If you are only accepting emails from approved senders, add the following email address to the approved (safe) senders list.
- info@support.chatwork.com
Check the settings for receiving emails (mobile carrier's email service)
If you are using your mobile carrier's email service, confirm the following two items.
- Check whether or not you do not accept emails from PC email addresses or if you only accept emails from approved senders.
- If your impersonation control settings are set to high, there is a chance that you cannot receive this email, so try again after lowering this setting.
Check the settings for receiving emails (Gmail)
If your inbox is separated into multiple labels, check whether or not the email has been sorted into a label other than the "Primary" label.
Request an administrator to change your email address or temporarily disable email verification
Under the Business Plan, an administrator in the organization can change the email address or temporarily disable email verification for users that they manage.
*Under the Free Plan, administrators cannot change the login information of users in their organization.
Confirm the following details and submit a request to an administrator in your organization (or user administrator).
Request the administrator to change your login email address
If you cannot receive the email with the authentication code because you are registered under an email address that you no longer use or an invalid email address, the administrator can change your login email address to a new email address.
Steps for the administrator
- After logging in using an administrator account, click on your name at the top right of the login page
- Access "Admin Settings" (or "Admin Feature" if you are a user administrator) and click on "User list" from the menu on the left
- Click on "Details" for the corresponding user and change their login email address
Request the administrator to temporarily disable email verification
If you cannot confirm the email with the authentication code despite being registered under the right email address, such as when you do not have immediate access to a device that you can check your emails on, the administrator can temporarily disable email verification.
Steps for the administrator
- After logging in using an administrator account, click on your name at the top right of the login page
- Access "Admin Settings" (or "Admin Feature" if you are a user administrator) and click on "User list" from the menu on the left
- Click on "Details" for the corresponding user and click on the "Temporarily disable email authentication" link located between the user information and profile information
If the above steps do not resolve the issue
Contact us through the "Inquiry Form" and we will investigate your case individually.