Why did my One Time Pin (OTP) fail?

RUSH uses an OTP system for various purposes. Among these, the most common use is for customer registrations (registration OTP) which is sent to a customer to complete the sign-up process.

An OTP is a six-digit code that is sent through SMS. Among the common forms of OTP is the Registration OTP, which is sent to a customer to verify a registered mobile number and complete the sign-up process. During registration, customers may fail to receive an OTP, which can be due to a number of reasons:

  1. Customer’s area has a weak signal. if the area has a weak signal while the registration is ongoing, the OTP may not go through immediately. In some cases, OTPs via SMS may fail to send. 
  2. Customer inputted the wrong information. The OTP is automatically sent to the mobile number used during sign up. If the customer provided an incorrect mobile number, he/she will not be able to receive the OTP.
  3. Pipeline congestion. SMS messages for OTP are queued in a processing pipeline. Should queueing take longer than usual, the customer will receive a delayed OTP send out.
  4. DND Settings - Do Not Disturb or DND was toggled on /enabled on the recipient’s mobile device. In some cases, there may be notification settings that restrict or inhibit the device from receiving notifications which include OTP SMS. 
  5. Network provider - Your mobile number’s network provider is experiencing issues or breakdown.

 

Should your customers encounter any OTP-related problem due to the reasons above, here are several workarounds that can be done:

  1. If the OTP was used for registration, you may instead enroll your customers to your database using the Customer Upload function in the CMS.
  2. The Customer can opt to wait to receive the OTP.
  3. Ensure that the device’s notification settings are not blocking or restricting the customer from receiving SMS notifications. Notification settings differ for each device so ensure that these are updated accordingly.
  4. As an extra measure, you can send a request to support@rush.ph for the retrieval of the mobile number’s SMS logs. This can be used to verify if the OTP send-out was triggered or not.