OTP issues

Error Message Check 

• Ask if the customer is receiving any error messages when requesting the OTP.

• Request a screenshot of the error (if applicable).

Login Method Verification

• Confirm if they are trying to log in via phone number or email.

• Ensure they are using the correct phone number that works on WhatsApp.

Troubleshooting Steps (Share with the Customer)

• Use the correct phone number that is linked to WhatsApp.

• Request the OTP on WhatsApp twice if it doesn’t arrive the first time.

• Ensure WhatsApp is updated to the latest version.

Network & Device Check

• Ask them to check if their phone has a stable network connection.

• If using a VPN, request them to disable it and try again.

• Verify if Do Not Disturb (DND) mode is enabled, which might block OTP messages.

• If the issue persist please escalate it to freshdesk via template -OTP Issue/ Login Issues

Escalate the issue with the following details:

• Registered phone number/email ID

• Error message (if any)

• Device type (Android/iOS) and app version

• Steps already tried for troubleshooting