Troubleshooting Device Verification Issues

Device verification is a security feature that protects your Xodo Sign account from unauthorized access. Occasionally, you may encounter issues such as the error "Device verification unsuccessful" or not receiving your verification code email. This article provides troubleshooting steps to resolve the most common problems.

Issue 1: "Device verification unsuccessful" error

This error typically means you entered an invalid or expired verification code. The most common cause is requesting a new code multiple times.

Important: Each time you click "Resend code," a new verification code is generated and the previous code becomes invalid. Always use the most recent code received in your email.

To resolve this:

1. Request a new verification code.
2. Check your email immediately and use only the latest code received.
3. Do not click "Resend" again — wait a few minutes if the email has not arrived yet.

Issue 2: Not receiving the verification code email

If you have not received a device verification email within 1-2 minutes:

1. Check your spam, junk, or quarantine folder. Email providers like Gmail and Outlook sometimes filter legitimate emails. Look for an email from Xodo Sign or Apryse.
2. Check your quarantine folder (if applicable). If you use Outlook or Gmail with organization-level filtering, your email admin may need to release the message.
3. Wait a few minutes and check again. Email delivery can occasionally be delayed.

Issue 3: Emails not arriving at all (suppression list)

If you cannot find any emails from Xodo Sign in your inbox — even in spam or junk — your email address may have been added to a suppression list due to a previous bounce or delivery failure. This prevents future emails from being delivered.

To resolve this, contact Xodo Sign Support and request that your email address be removed from the suppression list.

Still having issues?

If none of the above steps resolve your problem, please contact our support team. When reaching out, include:

• Your account email address
• A description of the issue and when it started
• Any error messages you received