OTP Mail not sent

For some user no OTP Mail is sent. I can see that he created one, but no Emails are sent when he tries to log in. He complained that he does not receive the code by mail.

In the screenshot you can see that he added the OTP and tried to login with the password, which succeeded. But no Mail is sent. I removed the OTP to see if he can register another one.

Ask Inkeep•10/9/25, 11:53 AM

Hi @mt_tr, I'm an AI assistant for ZITADEL. While a team member reviews this question, I'll see if I can find relevant sources for your question.

Ask Inkeep•10/9/25, 11:53 AM

Answer

I wasn't able to find a direct answer, here are some relevant sources:

[Bug]: Email OTP was not send (1) : This reports a similar issue where Email OTP stopped working after version 2.68.0, with database lock errors appearing in logs when clicking "resend code."
questions-help-bugsSend OTP code to email by Zitadel questions-help-bugsSend OTP code to email by Zitadel : This discusses the correct API format for triggering email OTP - using "sendCode": {}"sendCode": {} instead of "returnCode": false"returnCode": false to have ZITADEL send the code via email.

Ask Inkeep•10/9/25, 11:53 AM

To learn more, see the sources I considered:

[1] [Bug]: Email OTP was not send
questions-help-bugsSend OTP code to email by Zitadel

Ask Inkeep•10/9/25, 11:53 AM

Feel free to tag @Ask Inkeep with additional questions.

AAsk Inkeep To learn more, see the sources I considered: [[1] [Bug]: Email OTP was not se...

Ask InkeepAPP•10/9/25, 11:54 AM

Got it. Tagging @Rajat for additional help.

mt_trOP•10/9/25, 11:59 AM

Update: After removing OTP and the user having re-selected OTP it seems to work now. But this should not have happened that no mails are sent.

Mmt_tr Update: After removing OTP and the user having re-selected OTP it seems to work ...

Rajat•10/9/25, 12:58 PM

hey @mt_tr the sms pipeline could be slow sometimes, what version of zitadel are you on?. Thanks

mt_trOP•10/9/25, 1:10 PM

It was OTP via Mail, not SMS. I use SaaS Zitadel, not self-hosted.