OTP Troubleshooting Guide

OTP Troubleshooting Guide

Notes

Summary:

If you are not receiving your OTP (One-Time Password) via SMS or WhatsApp, this guide will help you identify and resolve the most common causes before contacting support.

Warning

Symptoms:

You may be experiencing one or more of the following issues:

  • OTP SMS is not received.
  • WhatsApp OTP is not received.
  • OTP requests continuously fail.
  • Registration or login cannot be completed due to missing OTPs.
  • Error messages appear during the OTP request process.
Alert

Possible Causes:

The issue may be caused by one or more of the following:

  • Incorrect or inactive mobile number.
  • Poor mobile network or internet connectivity.
  • SMS/WhatsApp messages are being blocked or filtered.
Idea

Troubleshooting Steps

Step 1: Confirm Your Mobile Number

Please ensure that:

  • Your mobile number is entered correctly.
  • Your number is active and registered on your mobile network.
  • Your number can receive:
    • SMS messages
    • WhatsApp messages (if using WhatsApp OTP)

If your number is incorrect or inactive, update the number and try again.

Step 2: Test Your Internet & Network Connection

Please try requesting the OTP while connected to:

  • Mobile Data
  • Wi-Fi

Switching between the two connections may help resolve temporary network issues.

Step 3: Check Your SMS & WhatsApp Settings

For SMS OTPs

Please check:

  • Your blocked numbers list
  • Spam or filtered message folders
  • That your device can receive normal SMS messages

For WhatsApp OTPs

Please check:

  • Your blocked contacts list
  • That WhatsApp is active and connected to the internet
  • Archived Messages
  • That you can receive normal WhatsApp messages

Step 4: Retry the OTP Request

After completing the checks above:

  1. Close the application completely.
  2. Re-open the application.
  3. Attempt the registration or OTP request again.

Warning
Attempting to retrieve the OTP multiple times may result in the number being temporarily blocked by the service or service provider.

Step 5: Gather Required Information

If the issue continues, please prepare the following before contacting support:

1. Screen Recording

Please provide a full-screen recording showing:

  • The registration or login attempt
  • The OTP request process
  • The error or failed OTP delivery

2. Device Information Screenshot

Please provide a screenshot of your phone’s:

  • “About Phone” page
  • Device model
  • Operating System version
Notes

Contact Support

Once you have completed all the steps above and gathered the required information, please reach out to our Support Gurus via the Centurion Systems WhatsApp service on +27 83 650 4010 or the international support number at +27 83 650 4244.