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[My Account] Why did I not receive my verification code/One-Time Password (OTP) via SMS?
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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
Try these basic troubleshooting steps:
Restart your phone.
Toggle airplane mode on and off.
For dual SIM phones, switch to default telecom carriers.
Use an alternate mobile number that is not linked to a Shopee account or your current service provider.
If no alternate number is available, contact your service provider for assistance.
Ensure your phone has a strong signal.
Resend the verification code (up to 4 attempts).
Power off your phone, remove and reinsert your SIM card, then power it back on and request the code again.
⚠️ 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.
