FAQ for Merchant Login verification issue

1. I Haven't Received My Verification Code – What Should I Do?

Step 1. Check Email Sender and Subject

Step 2. Check the Verification Code Button Status

  • After clicking "Get verification code", a 60-second countdown should appear.
  • If the countdown does not appear and the button remains clickable, try using a different browser or device. If the issue persists, report the issue to our support team.

Step 3. Test with "Forgot Password" Option

  • Try using the "Forgot Password" function to request a verification code.
  • If you receive the code through this method, you can use it for 2FA login within its 5-minute validity period.
  • If this method works, please report the case to us so we can track similar occurrences.

Step 4. Monitor Email Delivery Time

  • Take note of the time between clicking "Get verification code" and receiving the email.
  • If the delay exceeds 5 minutes, report the issue to our support team.

Step 5. Avoid Frequent Requests

  • Do not request codes too frequently within a short period.
  • Multiple requests within 5 minutes may trigger a security block.
  • Wait at least 5 minutes between attempts.

2. I Clicked "Get Verification Code," But Nothing Happened

If clicking the "Get verification code" button does nothing (no countdown, no greyed-out button):

Try using a different browser or device. Try getting a code via "Forgot Password" and use that for login. Report the issue with your MID, login account, and IP address ( e.g check your IP using WhatIsMyIP).

All About Backup OTP

What is Backup OTP?

A Backup OTP (One-Time Password) is a one-time login code used only when you are unable to receive the regular verification code during login. It acts as a backup method for identity verification as part of the 2FA (Two-Factor Authentication) process.

How can I use OTP?

If you’re unable to receive the OTP (due to network issues, spam filters, or other technical reasons), you have two alternative options:

✅ Option 1: Ask your Main Account to generate a Backup OTP for you If you’re a sub-account user, your main account holder can log into Merchant Portal and generate a one-time backup OTP for you from the Account Management page. MP-Get OTP

✅ Option 2: Contact your BD representative

If you’re unable to reach your main account or you’re the main account yourself, you can reach out to your assigned Klook BD representative. They can help generate a one-time backup OTP for your account.

Reminders:

⚠️ Notes on Using Backup OTPs

  • Each backup OTP is valid for one-time login only
  • Backup OTPs can only be used in the following login flows:
  • Phone number + password
  • Email + password
  • Username + password
  • Backup OTPs cannot be used for “Phone number + verification code” login methods
  • Please use the code immediately after it is issued to avoid expiration

Contact Us

If you experience any other issues with login, please contact us merchant@klook.com with the following details:

  • Merchant Name
  • Login Email
  • Exact Time of Attempted Code Request (screenshots or recordings with timestamps, if available)
  • Steps Taken (what troubleshooting steps you have tried)
  • Screenshots or Screen Recordings (if applicable)
  • IP Address (if applicable)

Providing complete information will help us resolve your issue more efficiently. Thank you for your cooperation!😊

How to Whitelist an Email Address in Different Email Services

To ensure you receive important emails from merchant_no-reply@klook.com, follow these steps to add the address to your whitelist or trusted senders in different email services.

📧 Gmail

  • Open Gmail and click the ⚙️ Settings icon (top right).
  • Select See all settings.
  • Go to the Filters and Blocked Addresses tab.
  • Click Create a new filter.
  • In the From field, enter: merchant_no-reply@klook.com
  • Click Create filter.
  • Check the option Never send it to Spam.
  • Click Create filter to save.

📧 Yahoo Mail

  • Open Yahoo Mail and click ⚙️ Settings (top right).
  • Select More Settings > Filters.
  • Click Add new filters.
  • Name the filter (e.g., "Whitelist Klook").
  • In the From field, enter:
  • merchant_no-reply@klook.com
  • Under Choose a folder to move to, select Inbox.
  • Click Save.

📧 Outlook (Hotmail, Live, MSN)

  • Open Outlook.com and click ⚙️ Settings (top right).
  • Scroll down and click View all Outlook settings.
  • Go to Mail > Junk email.
  • Under Safe senders and domains, click Add.
  • Enter:merchant_no-reply@klook.com
  • Click Save.

📧 iCloud Mail

  • Open iCloud Mail in a web browser.
  • Click the ⚙️ Settings icon and select Rules.
  • Click Add a Rule.
  • In the If a message is from field, enter:merchant_no-reply@klook.com
  • Under Then, select Move to Inbox.
  • Click Done.

📧 QQ Mail

  • Open QQ Mail and go to Settings (设置).
  • Click Anti-Spam (反垃圾).
  • Find Whitelist (白名单) and click Add (添加).
  • Enter:merchant_no-reply@klook.com
  • Click Save (保存).

🔍 Free Email Verification Websites

Hunter.io Email Verifier

https://hunter.io/email-verifier

  • Checks if an email exists and can receive emails.
  • Detects temporary/disposable emails.

VerifyEmailAddress.org

https://www.verifyemailaddress.org/

  • Simple and quick verification.
  • Provides MX record checks and email status.

EmailListVerify

https://emaillistverify.com/email-validator

  • Allows free single email checks.
  • Checks for syntax errors and domain validity.

How You Can Use These Tools

  • Visit one of the links above.
  • Enter the email address they want to check.
  • Click Verify or Check to see the results.
  • If the email is invalid, they may need to contact their IT team or use an alternative email.