Hi, how can we help?

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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

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.

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.