Verification Email Not Received

If you don’t receive a VelaFi verification email when registering, logging in, or completing a security verification, follow the troubleshooting steps below.

Tip: Verification emails may be delayed or not appear immediately due to email delivery delays, spam filters, network issues, or browser settings. We recommend following the steps below in order.

1. Check your spam folder and wait a few minutes

Estimated time: 1 minute

Some email providers may mistakenly classify verification emails as spam.

Please check the following folders:

• Spam or Junk
• Promotions, Updates, or other categorized folders
• Trash or Deleted Items

Verification emails may be delayed briefly. Please wait 1–2 minutes and avoid repeatedly clicking Resend verification code within a short period of time.

2. Switch your network connection

Estimated time: 1 minute

Your current network may be experiencing connection or DNS resolution issues, which can temporarily prevent verification requests from being sent successfully.

You can try the following:

• If you’re using Wi-Fi, switch to your mobile data network.
• If you’re using mobile data, switch to Wi-Fi.
• After switching networks, return to the VelaFi page and try sending the verification code again.

3. Disable VPN or proxy services

Estimated time: 1 minute

Some VPN or proxy services may cause your IP address to change frequently or trigger security protection mechanisms, which can affect verification code delivery.

Try the following:

1. Temporarily disable your VPN, proxy software, or related browser extensions.
2. Refresh the page or reopen the VelaFi App.
3. Try sending the verification code again.

4. Try a different browser or switch devices

Estimated time: 2 minutes

Browser cache, browser extensions, or your current access environment may affect the verification code delivery process.

You can try the following two options:

• Try a different browser

  For example:

  - Switch from an in-app browser, such as the one built into WeChat, to Safari or Chrome.

  - Use your browser’s private or incognito mode.

  - Temporarily disable browser extensions such as ad blockers.

   

• Switch between the Web platform and the App

  - If you’re using VelaFi on the Web, try completing the operation through the VelaFi App.

  - If you’re using the VelaFi App, try completing the operation on the Web platform.

   

5. Check your email address or try a different email address

Estimated time: 2 minutes

Make sure that the email address you entered is correct. In particular, check the following:

• Whether there are any spelling errors in the email username.
• Whether the domain extension is correct, such as .com accidentally being entered as .con.

• Whether any characters or periods are missing.

   

If you’re using a corporate or work email address, your organization’s internal security gateway may block automatically generated verification emails. You can try using another commonly used email address to register or link your account.

If you still don’t receive the verification code

If you still haven’t received the verification code after completing the steps above, contact VelaFi Customer Support and provide the following information so we can investigate the issue further:

• The email address you’re using.
• The operation you were performing, such as registration, login, or security verification.
• The approximate time when the issue occurred.

• Any relevant error messages or screenshots, if available.