Overview
If User-Level License Management is enabled but a user is not receiving the sign-in verification code, use the checks below.
DataSnipper authentication uses Auth0 for all customers, and verification-code email delivery uses SendGrid.
This article covers a normal product sign-in code. A code used by Support to verify an account is a separate process.
Prerequisites
The user has DataSnipper version 6.1.13 or later.
The user's licensed work email is correctly added and enabled in User Management. A newly added user can be Pending before first sign-in. Administrators manage access through ManageDS at https://manage.datasnipper.com/.
Check the sign-in method
If your organisation has active SSO, use its identity provider. An email sign-in code is not an SSO fallback. Contact DataSnipper Technical Support if the identity provider cannot be reached.
Step 1: Confirm product access
Ask the administrator to confirm that the exact work email is listed with the intended access and has not been disabled. A "code sent" message does not by itself confirm that an account exists or that an email was delivered. For Directory Sync users, verify provisioning through the assigned directory group instead of adding a duplicate user manually.
Step 2: Check email delivery
Check Inbox, Spam, Junk, and the corporate quarantine.
Ask IT to allowlist the sender [email protected].
Ask IT to check mail-gateway filtering or suppression for the attempted delivery time.
Step 3: Allow HTTPS access to the DataSnipper API
Ensure the firewall, proxy, and VPN permit HTTPS access to https://api.datasnipper.com/. Do not rely on a ping test, because an endpoint can permit HTTPS without responding to ping.
Step 4: If the sign-in page itself is blocked
Contact DataSnipper Support to confirm the current network requirements for your organisation before changing network allowlists. Use those confirmed requirements when updating firewall or proxy rules.
Step 5: Retry once, then contact Support
After completing the checks, wait about 10 minutes after the last request, then make one fresh sign-in attempt. Avoid repeatedly selecting Resend. Use the latest code while it is valid.
Contact DataSnipper Support in the current support conversation and provide the user's licensed email, company name, and approximate time of the latest sign-in attempt.
If available, include the exact error, which users are affected and the checks already completed. A screenshot can help, but leave out passwords and verification codes. Support can start with the information you have; missing diagnostics should not delay the request.