My customer's One-Time Passcode (OTP) isn't working.
Is your customer running into issues with their One-Time Passcode (OTP)? OTP hiccups can be frustrating, but they are usually easy to solve with a few quick checks.
Here are the best steps to help your customer get logged in smoothly:- Enter the code manually: Advise your customer to type the numbers directly into the field. Copy/pasting or using browser/keyboard autofill can sometimes introduce invisible spaces or formatting errors that cause the code to fail.
- Enable Pop-On Notifications (Android Users): If your customer is using an Android device, ask them to make sure pop-on (banner) notifications are turned on for their SMS or messaging app. This lets them view the incoming code at the top of their screen without leaving the app.
- Stay inside the app: Remind your customer not to exit or minimize the application to check their messages. Leaving and reopening the app often triggers a fresh OTP request, which invalidates the previous code and sends the customer into an endless loop of expired passcodes.