Skip to main content

Troubleshooting onboarding

This guide helps you resolve common issues during FPT Cloud account registration and activation.

Not receiving the verification email​

Symptom: After registering, no email appears in your inbox.

Resolution:

  1. Check your Spam or Junk Mail folder.
  2. Make sure the email address you entered in the registration form is correct — no typos.
  3. If you're using a corporate email, contact IT to confirm that FPT ID emails are not blocked by your mail filter.
  4. Wait another 5 minutes — emails can sometimes be delayed by the mail server queue.
  5. Return to the FPT ID sign-in page and use the resend verification email option (if available).

⚠️ If you still haven't received it after 15 minutes, contact FPT Cloud support at support.fptcloud.com or via hotline.

OTP is invalid or expired​

Symptom: You enter the OTP but the system shows "Invalid code" or "Code expired."

Resolution:

  1. Make sure you're entering the latest OTP from your SMS — if you clicked Resend, use the code in the most recent message, not older ones.
  2. Enter the code within 5 minutes of receiving the SMS.
  3. If the code has expired, click Resend OTP and wait at least 60 seconds before requesting another.
  4. Verify that the phone number you entered is correct — a wrong number won't receive any SMS.

⚠️ If you've tried multiple times and still can't receive the OTP, wait 10 minutes and try again, or contact support.

Screen stuck on "Initiating Tenant..."​

Symptom: After clicking Confirm & Start on the Confirm information screen, the page shows "Initiating....." and doesn't redirect to the Homepage after more than 2 minutes.

Resolution:

  1. Wait another 1–2 minutes — Tenant initialization can take up to 3 minutes during peak hours.
  2. Press F5 to refresh the page (if more than 3 minutes have passed).
  3. If you're redirected to the Homepage after refreshing — the Tenant was created successfully; the loading screen was just delayed.
  4. If you still see the onboarding screen after refreshing — check your internet connection and retry from the Confirm step.

⚠️ If the issue persists, contact FPT Cloud support and provide your account email and the time the issue occurred.

Can't sign in after email verification​

Symptom: You clicked the verification link successfully, but signing in shows an error.

Resolution:

  1. Double-check your email and password — make sure there are no extra spaces.
  2. Use Forgot password to reset your password via email.
  3. Make sure you're using the correct email registered with FPT ID (not a different one).
  4. Try a different browser or use a browser without extensions enabled.

Redirected back to onboarding after signing in​

Symptom: After signing in, the system shows the Onboarding screen again even though you've already filled in your details.

Resolution:

  1. Fill in the information again and click Confirm & Start — the previous initialization may not have completed.
  2. If the Onboarding screen asks for information you already entered, the previous attempt was likely interrupted — fill it in again normally.

Contact support​

If none of the steps above resolve your issue:

  • Support portal: support.fptcloud.com
  • Hotline: See the hotline information on the FPT Cloud homepage.
  • Provide: Your account email, the time the issue occurred, and a screenshot of the error (if available).