I've checked every folder possible in my email account so that isn't it either. And I'm positive I'm checking the correct email address.
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if you ring them when lines are open (link to numbers) they will provide a OTP to enter in case this issue is just temporary internet issue.
otherwise try changing the email address used
if you add a security key to the account when you get access back it eliminates the need to wait for a OTP email
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