Verification codes

Step 1: enter your email address

1. On the set password page or after signing in, when prompted, enter your email address.
2. Select Send Verification Code.

Step 2: keep the verification page open

Important - after selecting 'Send verification code', do not close the page, refresh the page, or navigate away to another website.

The verification code must be entered on the same page where it was requested. Leaving the page may invalidate the verification session and require you to start again.

Step 3: open your email

1. Open a new browser tab, browser window, app or use another device if preferred.
2. Go to your email inbox.
3. Look for an email containing your verification code sent from the email address msonlineservicesteam@microsoftonline.com with the subject line: Lewisham Council account email verification code.

If you cannot find the email:

• check your Junk, Spam, or Clutter folders
• wait a few minutes and refresh your inbox
• ensure you entered the correct email address
• if you're a Hotmail user, you might need to add the domain to your safe senders list as it can filter this type of email out

Step 4: copy the verification code

1. Open the verification email.
2. Locate the verification code (six digits).
3. Copy or make a note of the code.

Step 5: return to the verification code page

1. Go back to the original verification code page that's still open.
2. Enter the verification code into the field.

Step 6: verify the code

1. Select Verify Code.
2. If the code is accepted, your email address will be confirmed.
3. Continue with the remaining registration or sign-in steps.

Common issues

I closed the page before entering the code

If the page was closed or you navigated away from it:

1. Return to the sign-up or sign-in page.
2. Enter your email address again.
3. Request a new verification code.
4. Use the most recently received code.

The code has expired

Verification codes are time-limited for security purposes.

1. Select Send Verification Code again.
2. Use the new code that is sent.

I requested multiple codes

Only the latest verification code should be used. Earlier codes will no longer work.

I still cannot verify my email

• confirm you are using the correct email address.
• check your Spam, Junk or Clutter folders.
• request a new code.
• contact support if the issue continues

Once you've clicked 'Send verification code', keep the page open and return to that same page to enter the code. Do not refresh, close, or navigate away from it while waiting for the email to arrive. This helps ensure the verification process completes successfully.