OTP not delivering

A few things to check for OTPs not delivering:

  1. Have you confirmed with the signer that the number you're using is their correct mobile number?
  2. If you're sending to an international number, are you using the correct dialling code?

  3. Does the audit trail say the message delivered?
    Note: the OTP is only sent when the signer clicks the link in the email.
  4. Does the signer have a call-blocking app (TrueCaller) installed on their phone? If so, please ask them to keep the app open whilst requesting a new OTP.
  5. Has the signer tried the other communication channels available as fallbacks for SMS OTPs?
    Note: these will appear in 30 second intervals.

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