Short answer

Almost certainly nothing at your end. The usual cause is that your email address has not been added to your council's Civic.ly account yet, and the code can only go to an address that already has an account on it. Installing the app does not create an account, and neither does attending a training session. Someone at your council with admin access has to add you first. Check your junk folder too, but check this first, because it is the more common of the two by a distance.

Detail

Setting up has two halves, and they happen in this order.

First, an admin at your council adds you. In the web app that is the app icon (four small squares, top right), then Manage Account, then Users, then the add user icon. They enter your email address, your name, and pick a permission template. Your Clerk is usually an admin, and often a Deputy Clerk or operations lead is too. See How to Add Team Members.

Then you set yourself up. On the login screen, under New here?, tap Set up your account, enter your email, and tap Send code. The code arrives by email, you type it in, and you then create your own password: at least 12 characters, with an uppercase letter, a lowercase letter, a number and a symbol. See How to Set Up Your Account.

If the first half has not happened, the second half has nothing to work with. So the quickest thing to do is not to keep requesting codes. It is to ask whoever set Civic.ly up for your council to check whether you are on the Users list, and to add you if you are not. It takes them a couple of minutes.

Watch-outs

  • Being at the training session is not the same as having an account. People are invited to a call because of the job they do, and added to the system as a separate step. The two lists are drawn up by different people at different moments, so they drift apart easily. If you were on the call but nobody ever asked you which permissions you needed, that is a fair sign you were not added.
  • Being copied on an email from Civic.ly is not the same either. A follow-up telling everyone to log in goes to everyone who attended, which is not necessarily everyone who has a login.
  • The code goes to the exact address you were added with. If your council added you with a slightly different address, or an old one, the code goes there. Worth having them read the address back to you off the Users screen.
  • Check junk and quarantine. Council mail filtering is often strict. Look there before asking for another code.
  • Use Set up your account, not Forgot password. Forgot password? is for an account you have already set up. If you have never logged in, it is the wrong door. See How do I reset a Civic.ly password?.
  • You will not be able to fix this yourself, and that is by design. Only an admin can add a user, which is what stops anyone outside the council creating themselves a login.