I'm not receiving the email with the One Time Passcode

Emails are always sent by us within seconds of you making the request. The time it takes to deliver these emails depends largely on your email service provider. If you have not received the email from us, there are a number of possible reasons:

• The email may be in your Spam or Junk folder
  • Please check your spam and junk mail folders for the email.
• The email address was not recognised: we don't have an account associated with your email address.
  • Could you have used a different email address to create your account?
  • Consider creating a new account with your current email address.
• If you are using a corporate email address, the organisation may have blocked our email.
  • Ask your administrator to safelist emails from no-reply-eServices@gov.ky.

Note also that we are aware that candw.ky often delays our emails for several minutes prior to delivery.

If you experience ongoing problems receiving emails, we suggest that you explore the other available options for one-time-passcodes: using SMS (text message) or an Authenticator App.