question MFA OTP email not sent in Community Central forum

MFA OTP email not sent

FSTA — Thu, 28 Aug 2025 19:02:54 GMT

Hello!

We have an issue with MFA by email:
Everything seems to be properly activated, but when the user selects the email option for MFA, the OPT email is never sent. It seems the server does not even generate it, as it does not appear in System Logs > Emails.

The MFA policy is activated in Multi-factor Authentication > MFA Context.
"Enable Multi-factor authentication" and "Enable email OTP for Multi-factor authentication" properties are set to true in Multi-Factor Authentication > Properties.
In Adaptive Authentication > Authentication Policies > Properties, the property "Enable Authentication Policy" is set to true.
The users have Notifications enabled and "Enable Multifactor Authentication" set to true.
The system can send emails, as we have multiple other emails going out.
What am I missing???

Re: MFA OTP email not sent

GlideFather — Fri, 29 Aug 2025 09:27:36 GMT

Hi @FSTA,

can you replicate this for any other user (yourself or a colleague of yours), to see whether it behaves the same for all the users, or it's just that one user (spam, blocked messages etc).

Also, check that user's email has the correct values - corporate and personal email, check whether it's as expected...

Re: MFA OTP email not sent

FSTA — Fri, 29 Aug 2025 16:01:12 GMT

@GlideFather , yes we have checked the spam folder, recreated the issue with multiple users, using different emails, on different instances. We have ensured the the user can receive email from the instance by clicking the "Forgot password?" link instead.

All the pieces seem in place, the multifactor.email.otp event is triggered and processed, but the system does not generate the email.

Re: MFA OTP email not sent

FSTA — Tue, 02 Sep 2025 14:59:47 GMT

We solved the problem. The notification was in a different domain.

The multifactor.otp.email.notification notification was in domain XYZ, but we were trying to use it in domain ABC. I put the notification in global, then it started to work.