Why are One Time Passwords (OTPs) not arriving?

One-time passwords (OTPs) are often sent by SMS/text message but are flag with a higher security or sent as small data packets to the originators app on the customer's phone. Because of this security these are sent slightly different from standard text messages.

Sometimes, especially after a change to your mobile service, e.g. SIM swap, ported-in a number, change of handset, OS update, the OTPs stop working as your phone is in a higher security mode, or there is a conflict in the information to match the code to the device/SIM.

Here are some ways to try and fix the issue:

• Clear Messaging App Cache - Go to your messaging app settings - App Info - Storage - Clear Cache to remove old data that might block new OTPs.
• Check and Refresh Network Connection - Turn on Airplane Mode, restart your phone, then turn Airplane Mode off. Request a new OTP afterward.
• Ensure Your Tariff Plan is Active - Some carriers block OTPs if your SIM doesn’t have an active plan. Verify your plan is valid and active.
• Reset Network Settings - If other steps fail, reset your network settings to restore SMS, internet, and APN configurations.
• Fix SMS Organizer Settings (if using SMS Organizer) - Go to Settings - Battery Optimization - SMS Organizer- Select Don't Optimize.
• Check Time and Date Settings - Ensure your device's time and date are set correctly (preferably to automatic) to avoid sync issues.
• Update Your Phone Software - Outdated software can interfere with OTP delivery. Check for and install any available updates.
• Clear Device Storage - Free up space if your device is low on memory, as this can delay or block incoming OTPs.

If none of the above have been successful please contact our customer service line as we may be able to push the settings to your phone remotely.