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:
- 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.
- 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.
- 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.
- 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.
- 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:
- If the OTP was used for registration, you may instead enroll your customers to your database using the Customer Upload function in the CMS.
- The Customer can opt to wait to receive the OTP.
- 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.
- As an extra measure, you can send a request to firstname.lastname@example.org 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.