The customer didn't get the delivery OTP

What you see: you tapped Send OTP while handing a device back, and the app said “OTP sent by SMS and email”. But the customer says no code arrived. Or the code they read out shows “Incorrect OTP. Try again.”

The one-time code (OTP) goes to the customer by email if they have an email address, and by SMS if they have a mobile number. It isn’t sent on WhatsApp. Each code works for 30 minutes.

Before you start

• Delivery OTP needs the Standard plan or above.
• You’ll find it in the Add delivery window, next to Confirm delivery with OTP.

Where to find it on a phone

Open the job from Jobs in the bottom bar and tap Delivery. Don’t see Jobs in your bottom bar? Tap More › Daily work › Jobs. New to the phone app? See Getting around on your phone.

Try these fixes

1. Check the customer’s mobile number and email

If the customer has no email and no mobile number, BytePhase can’t send the code. It shows “The customer has no email or mobile number. Add contact details before sending the delivery OTP.” If the number or email has a typo, the customer just never gets the code.

1. Open the customer.
2. Check the mobile number, including the right country code, and the email address.
3. Save, then tap Resend OTP.

2. Make sure your shop can send SMS

• Outside India: SMS needs your own SMS provider. Until you connect Twilio or BulkGate under Settings › Integrations, the SMS fails and only the email goes out.
• In India: each SMS uses your SMS credits. With no credits left, the SMS isn’t sent.

1. Connect an SMS provider, or buy SMS credits.
2. Meanwhile, ask the customer to check their email.

See Customers aren’t getting SMS.

3. Send a fresh code

A code stops working 30 minutes after it’s sent. Each time you tap Resend OTP, the old code stops working, so the customer must use the newest message. Sending a delivery OTP for another job of the same customer also replaces the earlier code.

1. Wait for the countdown on the button to finish.
2. Tap Resend OTP.
3. Ask the customer to read out the newest code.

4. Check whether the message reached the customer

Email can land in the spam folder, especially if you haven’t set up sending from your own email address. SMS can be slow on the customer’s network. The customer may also have turned off messages in their notification preferences.

1. Open Settings › Customers & messaging › Message logs.
2. Search for the customer and find the OTP message.
3. Check what it says:

What the log shows	What it means	What to do
Sent	BytePhase passed it to the email or SMS service	Ask the customer to check spam, or wait a minute and resend
Failed	The email or SMS service didn’t accept it	Check the number or email. Outside India, check your SMS provider
Skipped	Not sent on purpose: no SMS credits, or the customer turned off this message type	Buy credits, or check the customer’s Notification preferences tab
Nothing listed	The message was never made	Check the customer has an email or mobile number, then resend

Still not working?

Contact support and send:

• the job number and the customer’s name
• the time you tapped Send OTP or Resend OTP, and your time zone
• whether the customer expected it by SMS, email or both
• a screenshot of the OTP message in Message logs, or of the error you saw