Did Not Receive OTP

Overview

Customer did not receive OTP via SMS for 1st time registration

Info Needed

i. Customers' Name
ii. Mobile Number
iii. Email Address
iv. Screenshot of Message

Steps

1) Get confirmation to which number customer registered and tried to get OTP.
2) Advise for OTP Troubleshooting - Check SMS setting for any blockage
Troubleshooting steps:
i. Customer have to check if there is any blocking SMS by sending SMS to 68886 or 63001 and request the code again."
ii. If NO BLOCK, customer need to refer to respective Telco as they might block "Enterprise Message" from 63001 and 68886.
iii. Customer need to send "UNBLOCK 63002" to 63001 to release and try request the code again.
iv. Advisable to restart phone device and retry to request the code again.
2) If after troubleshooting, the problem still persist, escalate to Silverstreet queue | via ZD queue | Silverstreet

ZD Ticket status: On-Hold

Contact Reason Suggested:Complaint>Account & Apps>Did Not Receive OTP

Link for reference /Sample Screenshot Sample: None