Sometimes NVivo users need to use a verification code e.g. when signing into the myNVivo Portal or resetting their password, or when they have enabled two-factor verification (find more info here).
However, some users don´t receive the verification code and thus cannot complete the process.
Here are some instructions to trouble shoot the issue:
If you have NVivo already installed on your computer, firstly, please follow the steps below to ensure you are using the latest version of NVivo:
- Update NVivo
- NVivo - Windows: Click File>Product Info>Check for Software Updates
- NVivo – Mac: Click NVivo>Check for Updates from the menu bar
- Follow the prompts to install all pending NVivo updates
Second, please check your spam folder for the verification code email and whitelist any emails coming from the domain qsrinternational.com.
Third, if you can´t find the email in your spam folder, please try to log into the myNVivo Portal from a mobile device using your mobile data to make sure that it is not a firewall issue.
Finally, please double check which email-address you are registered with in the myNVivo Portal, if you are using a combined email account, where emails from different accounts are forwarded to, please pause the forwarding and check your inbox in the correct account.
If you have tried all steps 1-4 and the problem persist, please create a support ticket and confirm the steps you have tried so far.