Support Guide
Verified: 2026-05-28100% complete

OTP not received

Verified: 2026-05-28% complete
Customer's problem
The customer is not receiving the 6-digit login OTP by SMS.
Quick fix
Wait 30 seconds, tap Resend OTP, and turn off Do Not Disturb on the phone.
❓ First ask

"Have you entered the number correctly — only the 10 digits, no +91 added twice?" Many customers enter the wrong number or add the country code twice.

Steps — what to do

  1. Wait 30 seconds. SMS can be delayed briefly.
  2. Tap Resend OTP on the screen. The customer can resend up to 3 times.
  3. Ask them to turn off Do Not Disturb (DND) on their phone — this is the most common cause.
  4. Switch from Wi-Fi to mobile data and retry.
  5. If still nothing, ask them to restart the phone and request a fresh OTP.
🗣️ Say this to the customer
Please wait 30 seconds, then tap Resend OTP. If Do Not Disturb is on for promotional or transactional messages, please turn it off and the OTP will come through.
✅ Do
Have the customer tap Resend themselves. Confirm they checked DND settings.
⛔ Don't
Never ask the customer to share their OTP with you. OTPs are confidential.
🔴 Escalate when

The customer has resent 3 times AND waited at least 10 minutes with no OTP received. Hand off to L2; they will check MSG91 delivery logs for the customer's phone number.

⚙️ Background (agent reference — do not read to customer)

A 6-digit OTP is sent by SMS through MSG91 or Gupshup. Delivery depends on the customer's carrier, DND (Do Not Disturb) settings, and network. The OTP expires after a short window. The #1 root cause is carrier-level DND blocking transactional SMS.

⚠️ DND is the most common cause

Customers with carrier-level DND active may never receive transactional SMS on some networks. Always check this first.