> For the complete documentation index, see [llms.txt](https://guide.scribe.gov.sg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guide.scribe.gov.sg/help/i-cannot-receive-scribes-otp.md). # I cannot receive Scribe's OTP Scribe sends One-Time Passwords (OTPs) to your email for you to login to the tool. If you are not receiving your OTPs after requesting them on our site, follow these steps in order and stop when you locate your OTP. ### 1: Check Common Issues First **A) Check the email address entered** Typos in email addresses are the most common reason OTPs do not arrive. **To resolve:** * Double-check that you've entered your email correctly, paying attention to common mistakes like missing letters or wrong domains (`.com` vs `.gov.sg` or `.org.sg`) * Ensure you are using your organization email domain. Personal emails (ending with `gmail.com`) will not work with Scribe **B) Check spam and junk folders for emails from `donotreply@mail.scribe.gov.sg`** Email systems can sometimes mistakenly flag emails like OTPs as spam. **To resolve:** * Search for emails from `donotreply@mail.scribe.gov.sg` using your email's search function (usually a magnifying glass icon or search box) - this is the address all Scribe OTPs come from. {% hint style="info" %} **Found your OTP?** \ You're done! Consider adding to your contacts to prevent this from happening again. {% endhint %} ### 2: If OTP is still missing **Reach out to your organisation's IT Department** An organisation's mail server can sometimes block or quarantine emails from specific email addresses. **To Resolve:** * Reach out to your IT Department to check if your mail provider has been blocking/quarantining emails from `donotreply@mail.scribe.gov.sg` * Here's what you can use to explain the situation to them — * "I'm unable to receive OTP emails from Scribe. We need to receive OTP authentication emails from `donotreply@mail.scribe.gov.sg` to access the tool. Could you please check if these emails from `donotreply@mail.scribe.gov.sg` are getting blocked?" *** If all the steps above failed, contact [Scribe support](https://go.gov.sg/scribe-support) — let us know which steps you've already tried and we'll look into it further. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://guide.scribe.gov.sg/help/i-cannot-receive-scribes-otp.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.