Why is my customer not receiving an OTP for their transaction?

An OTP (one-time password) is a secure code that a customer may need to provide to authenticate and complete a transaction. OTP helps keep the customer safe from unauthorised transactions.

If your customer is not receiving an OTP for their transaction, this could be because of any of the following reasons:

• OTP is being sent to an incorrect number
• OTP is arriving late
• OTP is not arriving at all

OTPs for transactions are not issued by Paystack. Instead, they're issued entirely by the customers' bank. Here's what the customer can do in any of these situations.

OTP is being sent to the incorrect number

If the OTP is being sent to an incorrect number, the customer needs to contact their bank to update their phone information for online transactions. Once this is resolved with the bank, the customer will start receiving their OTP on the correct number.

OTP is arriving late

When this happens, the customer's bank might be experiencing a delay with their OTP service at the time. The customer should try to pay at a later time and if the issue persists, the customer has to contact their bank to get it resolved.

OTP is not arriving at all

If this happens, the customer should try to pay at a later time and if the issue persists, the customer needs to contact their bank to get it resolved.