OTP not delivering
A few things to check for OTPs not delivering:
- Have you confirmed with the signer that the number you're using is their correct mobile number?
- If you're sending to an international number, are you using the correct dialling code?
- Does the audit trail say the message delivered?
Note: the OTP is only sent when the signer clicks the link in the email.
- 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.
- Has the signer tried the other communication channels available as fallbacks for SMS OTPs?
Note: these will appear in 30 second intervals.