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[My Account] Why did I not receive my verification code/One-Time Password (OTP) via SMS? (ENG)
Para sa Taglish version ng article, basahin dito.
If you did not receive your verification code or One-Time Password (OTP) via SMS, it could be due to the following reasons:
1. Network or connectivity issues
You may try the following basic troubleshooting techniques:
Restart your phone
Enable/disable your airplane mode
For dual sim phones, you can try changing the default telecom carriers
Use an alternative mobile number that's not connected to any Shopee account and is not your current service provider.
If you have no alternative number, kindly contact your service provider for further checking.
Check that your phone line signal is full.
Resend a verification code (up to 4 attempts).
Switch off your mobile phone, remove and reinsert your SIM card, and switch on your phone again. Then, make another request for a verification code.
⚠️ Note • Receiving OTP depends on your network/telecom traffic. • Make sure you have verified your mobile number to receive a verification code. |
You can try to clear the Shopee app cache on your device or you may refer to our Basic Troubleshooting Guide as well.
2. Account is linked to another phone number
Check your profile information to ensure that the correct phone number is linked to your Shopee account.
Should the issue persist, do contact Shopee Customer Service with the following information ready:
Shopee username
Date and time when the issue occurred
Phone model and version (Android or iOS)
Service provider
Last known page where verification code was requested (e.g during password reset, updating bank account details, etc.)
3. Alternative OTP method via Viber and WhatsApp
If you did not receive an SMS, you can check your OTP via Viber or WhatsApp.
