When you log in, we email a one-time verification code to your account username email address, unless you use an authenticator app. If the email doesn’t arrive, work through these steps.
1. Check the right mailbox
The code goes to your account username email address, which may not be the address you use every day.
Former Hexonet customers: your username may end in @customers.moniker.com. Emails to that address are forwarded to the email address you used at Hexonet. See “Former Hexonet customers: how to log in to Moniker”.
2. Check spam, junk and quarantine
Look in your spam and junk folders. If your organisation uses Microsoft 365, Google Workspace or an email security service, ask your IT team to check quarantine and the message logs.
3. Allow emails from Moniker
Add moniker.com to your safe senders or allow list.
4. Request a new code
Wait a few minutes, then request a new code and use the most recent email.
5. Still nothing? Contact us
Email getsupport@moniker.com from your account username email address. Tell us when you last received a code. If your IT team can see that one of our emails bounced or was rejected, tell us that too. Our email system may have stopped sending to your address after a bounce, and we can ask for it to be unblocked.
If something urgent needs doing in your account while we look into it, let us know and we’ll help.
Using an authenticator app?
If you’ve set up an authenticator app, the code appears in the app and isn’t emailed. If you’ve lost access to the app, see I can’t log in because of two-factor authentication (2FA).