We are running ConnectWise Control v19.5.26030.7282 on the cloud platform.
We have had several instances of people not receiving their OTP email (even after waiting for several hours).
This has been a significant cause of frustration.
What make it worse is the absence of any option to re-send the OTP email.
I'm not sure what other information you need to help to diagnose what is going wrong.
Customer support service by UserEcho