What you'll do

Diagnose why a magic-link sign-in email hasn't arrived or isn't working, and get back into your account in under 5 minutes.

The login page now handles most of this for you. If a link expired or was already used, you'll see a one-click Send a new link button — no need to retype your email. The page also nudges you to check spam and flags obvious address typos (like gmial.com) as you type. This article covers what's left: where to look for the email, and the one case the app can't fix for you — opening the link in a different browser.

Before you start

  • The email address you used when you signed up for Tenlo.
  • Access to your inbox, including spam/junk folders.

Steps

1. Check what email to expect

Magic-link sign-in emails come from noreply@tenloai.com with the subject line "Your Tenlo sign-in link". The email contains a single button and link — clicking it signs you in immediately.

If you can't find it in your main inbox, search for:

  • From: noreply@tenloai.com
  • Subject keyword: Tenlo

2. Check your spam or junk folder

Email clients sometimes mis-classify transactional one-time-link emails as spam. Look in:

  • Gmail: Spam folder, or the Promotions / Updates tabs.
  • Outlook / Microsoft 365: Junk Email folder, or the Focused / Other split inbox.
  • Apple Mail: Junk folder.

If you find the email in spam, mark it as "Not spam" and add noreply@tenloai.com to your contacts. This prevents future sign-in emails from landing in spam.

If it's nowhere to be found, use the send a new link button on the login confirmation screen — it resends without making you retype your address.

3. Opened the link in a different browser?

This is the one case the app can't resolve for you. A magic link signs you in in the browser that opened it. If your email app opens the link in a different browser than the one where you clicked Send magic link — common when a mail app uses its own in-app browser — that browser has no record of your sign-in request and can't complete it. You'll see a message asking you to open the link in the same browser you requested it from.

To fix it:

  1. Copy the link URL from the email.
  2. Paste it into the same browser (and ideally the same device) where you requested the link.
  3. On mobile, set your mail app to open links in your default browser rather than its built-in one.

If you're not sure which browser you started in, just request a fresh link from that browser and click it there.

Common problems

I never signed up but someone says I have an account. If a colleague set up Tenlo using your email, they'll need to forward you the invitation email or contact support@tenloai.com to update the account email address.

My link keeps expiring before I click it. Links are valid for one hour. Corporate mail relays sometimes delay delivery by 15–20 minutes, which eats into that window — request the link and click it promptly. If it still expires, the login page's Send a new link button issues a fresh one instantly.

Read the full chapter

The same passwordless login flow is documented under each product on docs.tenloai.com:

Still stuck?

Try the Ask AI chat — it has the latest troubleshooting answers, or email support@tenloai.com.