> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.trustmary.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# I'm having problems with the one-time password


# The one-time password didn't arrive

Trustmary's login process is in most cases done through entering an email and a one-time password. If you wish not to use a one-time password, you can use Google SSO after connecting your Trustmary account to a [Google account](https://help.trustmary.com/article/log-in-with-your-google-account).

If your one-time password did not arrive in your mailbox, please check that the **email**  **address** was entered correctly. If the email address is correct, check the **spam folder** of your email in case the log in email was filtered there.

# The one-time password doesn't work

If you get a red error message about the one-time password being expired or wrong, please check the password you have entered is **correct**. In some cases copying a password also copies the formatting of the source text, which interferes with the login.

![](https://storage.crisp.chat/users/helpdesk/website/18faff0e787cdf00/1a986d72-9401-4390-a26d-54820b_az4znj.png)

To avoid errors like this, you can use the **Click to log in** button in the login email to have the password automatically appear in the login text field.

![](https://storage.crisp.chat/users/helpdesk/website/687ad850f8fc8c00/982c219a-0fd4-4b86-991c-9d3238_1yybviu.png)

Note that the one-time password is only valid for 3 minutes, and log-in attempts after that with the same password will not be succesful.