If you encounter an "Invalid Verification Code" error while logging in, verifying your account, or linking the Sense app, review the steps below to resolve the issue.
What Happened
The verification code entered does not match the active code generated for your account.
- Attempt Limit: You have up to three attempts to enter the correct code before it expires or the system temporarily locks requests.
- Expiration Window: Each code remains valid for 5 minutes from the moment it is sent.
What You Can Do
Please review and complete the following steps before contacting Customer Support:
Double-Check and Re-Enter the Code Manually
- Ensure you entered all digits accurately without leading, trailing, or accidental spaces.
- Avoid Copy-Paste Issues: If copying and pasting the code from SMS or email results in an error, try entering it manually. Certain mobile operating systems and email apps may copy hidden formatting characters or spaces that cause validation to fail.
Request a Fresh Code ("Send Again")
- If you suspect the code has expired or was mistyped, tap "Send again" to receive the code once more.
- Note: Requesting a code while within the initial 5-minute window will resend the existing active code.
- If you have reached the 3-attempt limit, wait 5 minutes for the security cooldown to expire, then tap "Send again" to request a new code.
Try an Alternate Verification Method
- If you are still unable to verify your account, return to the verification screen and choose an alternate delivery method (such as switching from SMS to email, or vice versa).
- Confirm that the registered phone number or email address matches your active device.
Contact Sense Support
If you have tried entering the code manually, waited for the 5-minute cooldown, and are still unable to proceed, our Support team is available to assist.
- Reach Out Directly: Contact us via in-app chat (during business hours) or email.
- What to Include: Please provide the email address associated with your account, the verification method used (SMS or email), and whether manual entry was attempted so we can promptly verify your account.
Best Practices to Prevent Verification Failures
| Issue | Root Cause | Solution |
| Hidden Spaces | Copy-pasting from mobile email or preview notifications. | Type the code directly using the on-screen keypad. |
| Code Expiration | Entering the code after the 5-minute timer has expired. | Wait 5 minutes after 3 attempts, then tap "Send again". |
| Delayed SMS / Email | Carrier latency or spam filtering. | Check spam/junk folders or switch to the alternate verification method. |
| Multiple Requests | Tapping "Send again" repeatedly creates conflicting codes. | Wait 60 seconds after requesting a code before re-tapping. |