You should have received an email from Microsoft with the subject line ‘Kleenheat account email verification code’ including your verification code.

If you have not received the email, try the following steps to troubleshoot the problem.

Remember that emails can sometimes be delayed due to network issues or other factors.

• Check your spam or junk folder
  • Sometimes, legitimate emails end up in spam or junk folders.
  • Search your email folders for any messages from ‘msonlineservices@microsoftonline.com’.
• Check your email address
  • Please ensure you are using the correct email address. Your login email address may not be the same as your billing email address.
• Whitelist the sender
  • Add the sender’s email address, ‘msonlineservices@microsoftonline.com’, to your safe sender list. This ensures the email is not marked as spam.
• Check the step you’re on
  • Please ensure you’re on the verification email step when securing your account or resetting your email.
  • When logging in and completing multi-factor authentication, a code is sent via SMS or a call is placed. In the verification step, it’s sent via email only.
• Wait and Retry
  • Email delivery can sometimes be delayed, so please give some time for it to arrive.
  • For some devices, the mail inbox does not automatically retrieve new emails for there is a delay in retrieving them, so try refreshing the inbox.
  • If no luck after a refresh and waiting a few minutes, request a new verification code.
• Didn’t work
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

If you’ve entered the verification code sent to your email address and it didn’t work, try the following steps to troubleshoot the problem.

• Check the code
  • Double-check the code you entered.
  • Make sure there are no typos or missing digits.
  • Sometimes, even a small mistake can cause the code to be invalid.
• Expiration
  • Only the latest code received will work. Any previous code received will not work. Check the data to ensure it’s the email sent after trying to log in and not an email from previous attempt.
  • The code will only work for 15 minutes. If 15 minutes have passed, you will need to cancel and start the process again.
• Check the step you’re on
  • Please ensure you’re on the verification email step when securing your account or resetting your email.
  • When logging in and completing multi-factor authentication, a code is sent via SMS or a call is placed. In the verification step, a code is only sent via email.
• Didn’t work
  • If the above steps haven’t worked, cancel the process and start again.
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

This message indicates we cannot find a My Account linked with the email address you supplied, try the following step to troubleshoot the problem.

• Check your email address
  • Please ensure you are using the correct email address. Your login email address may not be the same email address as your billing email address.
• Check you have registered for My Account
  • Depending on how you signed up, you may have not set up a My Account. Click here to register for My Account.
• Didn’t work
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

To update the phone number you use for logging in securely with multi-factor authentication, please call our Customer Service Team on 13 21 80 during business hours.

If you haven’t received the authentication code via SMS during the multi-factor authentication process, try the following steps to troubleshoot the problem.

Remember that SMS codes can sometimes be delayed due to network issues or other factors.

• Check your phone
  • Make sure your phone is not on Do Not Disturb and is allowing SMS from unrecognised international phone numbers.
  • SMS codes can sometimes take a little time to arrive. Check your phone to see if the code arrives after a few minutes.
• Check your phone number
  • Please check we have your phone number correct. If we don’t, please call our Customer Service Team on 13 21 80 during business hours.
  • Please check you have provided a mobile number rather than a landline number. If you would like to use a landline number, please use the ‘call me’ option.
• Overseas travel considerations
  • If you’re travelling overseas and want to log in, please ensure you have:
    • enabled international roaming on your mobile phone number.
    • connected to a mobile phone network compatible with your phone service provider.
• Didn’t work
  • If you’ve waited a few minutes and haven’t received a code, please click cancel and try the process again.
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

If you’re experiencing issues receiving the phone call during the multi-factor authentication process, try the following step to troubleshoot the problem.

Remember that calls can sometimes be delayed due to network issues or other factors.

• Check your phone’s functionality
  • Check your phone is not on Do Not Disturb and is allowing calls from unrecognised international phone numbers.
• Verify your phone number
  • Please check the phone number is correct. If not, please check how to update your phone number.
  • If you have provided a landline, please check you have provided the correct area code.
• Check restrictions on international numbers
  • It’s possible that your phone provider restricts calls from international numbers. If that’s the case, it would be best to use a different number, such as your mobile number.
• Try the SMS option if using a mobile
  • If you have your mobile number set for multi-factor authentication and are not receiving calls, try the SMS option.
• Didn’t work
  • If you have waited a few minutes and haven’t received a call, please click cancel and try the process again.
  • If the problem persists, please call our Customer Service Team on 13 21 80 during business hours.

If you’ve entered a multi-factor authentication code and received an error message saying, ‘Verification code was not correct’, try the following steps to troubleshoot the problem.

• Check the code
  • Double-check the code you entered.
  • Make sure there are no typos or missing digits – a small mistake can cause the code to be invalid.
• Ensure you’re using the latest code
  • Only the latest code received will work. Any previous code received will not work.
  • The code will only work for 15 minutes. If 15 minutes have lapsed, you will need to cancel and start the process again.
• Didn’t work
  • If you continue to face issues, please call our Customer Service Team on 13 21 80 during business hours.

For security reasons, accounts may be temporarily locked after several unsuccessful attempts to enter the multi-factor authentication code. Please wait 15 minutes, and then try to log in again.

If you continue to experience issues, please reset your password.

You’ve probably received this message because our system has detected that you’re accessing the login page from a device other than the one on which you set up multi-factor authentication.

If you’ve secured your account, you can ignore this message and click ‘Login to My Account’ under the ‘Secure your account’ button.

After clicking this link, the system will recognise the device and not ask you to secure the account again.

You can click the ‘Forgot your password?’ link to set up your login with multi-factor authentication.