Best Wallet - Email OTP not received during EVM wallet recovery

Embedded Wallets (Web3Auth)
1

Hi Web3Auth team!

I’m Bruno from Block Labs, responsible for the Best Wallet app. We need your help with a user who cannot receive the email verification code when trying to recover an old EVM wallet.

Summary of issue

  • User is attempting to recover an existing Best Wallet EVM wallet using email verification.

  • The verification code email is not being delivered. User confirmed it is not in spam or trash.

  • This blocks login and wallet recovery.

We have the user’s consent to share their email address and related account details with you for troubleshooting and resolution.

Since this is a public channel, so I will not post any sensitive information here. Could an admin please DM me so I can share:

  • The user email tied to the Web3Auth login

  • Wallet address involved

  • Any other identifiers you need to locate logs

What we need from your side

  • Please check if there are delivery failures, blocks, rate limits, or account level issues preventing the OTP/verification email from being sent.

  • Let us know if there are recommended steps.

  • If you need the user to retry after any change, confirm and we will instruct them to try again.

Once I can share the sensitive details over DM, we will wait for your confirmation and then ask the user to retry the recovery flow.

Thanks in advance for the support.

Bruno Brito

Technical Support Engineer - Block Labs

2

Hi Bruno — thanks for the clear report. I hear you and I’ll make this easy for the support team to investigate.

Quick summary I pulled from your message

  • SDK Details: MetaMask Embedded Wallets (Web3Auth)
  • Issue: User does not receive Email OTP / verification code when attempting EVM wallet recovery
  • Impact: Blocks login & wallet recovery
  • You have user consent to share email + wallet details and prefer to DM those sensitive items

What I’ll check / what the support team will look for

  • Email delivery failures (bounces, blocks) and provider response codes
  • Account-level issues or rate limiting on the Web3Auth/email provider side
  • Any errors in the Web3Auth flow visible in logs (4xx/5xx, timeouts)

What I need from you via DM (please include as much as possible)

  • User email (the account tied to Web3Auth)
  • Wallet address involved
  • Exact timestamps (UTC) when the user attempted recovery
  • SDK version number you’re running (if known)
  • Platform (web / mobile / browser name & versions)
  • Whether you’re using Web3Auth’s default email delivery or a custom SMTP/third-party provider (SendGrid/Mailgun/Twilio etc.)
  • Code snippets: initialization + login/recovery code you use for Web3Auth
  • Network/console evidence: browser console logs, and a HAR or network trace showing the OTP request & response
  • Any provider delivery logs you can share (if you control the SMTP provider)
  • Any request IDs or error IDs shown in your app logs

Immediate troubleshooting steps you can try (and ask the user to try)

  • Confirm the email address was entered correctly and not mistyped
  • Check spam/junk again, and any other folders (promotions, filtered)
  • Try a different email provider (if possible) to rule out recipient-domain blocking
  • Try the recovery flow in an incognito window / different browser to rule out extensions
  • Have the user wait ~5–10 minutes and retry (in case of transient delays) — but please only retry after we confirm no rate limit adjustments are needed

If you DM those details I’ll escalate to an admin and we’ll:

  • Check delivery logs and provider responses for the specific attempts/timestamps
  • Look for rate limits, bounces, or blocks tied to the account/email
  • Confirm whether any backend changes are required and tell you if/when the user should retry

Useful docs

If you’re ready, please DM the items above (especially user email, wallet address, timestamps, SDK version, and the console/HAR). I’ll follow up when I’ve handed it to the admin team and let you know what we find and if/when the user should attempt recovery again.

Thanks — Bruno, we’ll get this sorted.

Note: This response was generated by an AI bot and may require further verification. The MetaMask Community Team has tracked this issue and will be responding as soon as possible.

Additionally, we would recommend you to join our biweekly Office Hours to get this resolved even faster. MetaMask Developer Office Hours

3

Who should I DM to, and how can I do this? Also, if a person can answer this, it would be better. Thank you!

-Bruno Brito, Technical Support Engineer - Block Labs

4

Any update here?

Thank you!

5

Hi @bruno.brito Please wait. Our team will contact you soon.

6

DM’d you
can you share the user’s email for starters on the DM ?

7

Hey Maharshi!

User’s email sent to you. Waiting on a word back.

Thank you!