SadaPay

OTPs > Login > WhatsApp OTP Not Received

OTPs > Login > Call OTP Not Received

OTP Delivery Methods

• With WhatsApp: OTP is delivered via WhatsApp.

• Without WhatsApp: OTP is delivered via SMS.

• Fallback: If needed, OTP can also be requested via call (only for domestic numbers).

Case 1: User has WhatsApp linked to their registered number

Macro: OTP > Login OTP Not Received via WhatsApp 

• If the OTP is not received:

  1. Ask the user to check their WhatsApp account linked with SadaPay.

  2. If their WhatsApp is active but they cannot access it:

     • Ask them to wait 1 minute → request OTP via call when option appears.

     • Advise them to reclaim their WhatsApp account to avoid unauthorized takeover.

     • In case call option fails use macro OTP > Login OTP Not Received via Call

• Raise issue with L2 Support by creating a JIRA ticket on the app-feedback escalation board.

• L2 Support checks Meta dashboard & logs and updates with resolution.

Case 2: User does not have WhatsApp linked with their registered number

• Inform the user OTP will be delivered via SMS.

• If a fallback is needed, only the call option is available. 

• OTP > Login OTP Issue - WhatsApp not Linked
  
• OTP Not receiving troubleshooting
• Ask the user the date and time of attempt. 

Action Required:

1. Set the conversation state to "Don't Snooze"
2. If the user's number is not ported or if he still faces the issue after the MNP message, email with all the user’s relevant details to support@eocean.com.pk. CC: Team Lead.
3.  Following this, create a (CXC) JIRA ticket. Add Date & Time of issue raised w 3rd party vendor in the JIRA ticket.
4. Update the ticket status to “Raised with 3rd Party Vendor”.
   
   

Email Draft:

Greetings,
A user has trouble receiving Login OTPs. Following are the details of the user:

• User's Number: 
• User's Name:
• Date & Time of attempt
• User's Network

Please look into this and let us know your findings. Looking forwards to a swift resolution.
Kind Regards,

Solution:

• Inform the user that we have raised your issue with the relevant party and as soon as there’s any update we will inform him.
  

Note: If there is no issue from E-oceans’s end, user should be asked to send “unreg” to 3627. Some users might be on the "Do Not Contact Register", by sending this message the issue can be resolved.

• Ask the user if they've turned ON international roaming on their device.

Solution: 

• If international roaming is not on, advise the user to reach out to their network provide e.g. Jazz, Ufone etc and get international roaming turned on. 

• Since we only send OTPs on the sim number, currently this is the only way in which users can receive OTP on their phone number. 

• If roaming is active but issue persists:
  • Follow above troubleshooting steps for domestic users based on whether user has WhatsApp or not.

• Advise the user to get a duplicate sim as this will solve the issue.  

• If they can't get a duplicate sim or the sim is blocked, ask the user to withdraw funds using their physical card. 

• If they're unable to do so or they do not have a physical card, we can proceed with transferring user's funds to an alternate bank account. Macro: Funds Transfer info request

Complete verification using:

Static Information (any 2):

• CNIC Number

• Mother’s Maiden Name

• Date of Birth

Dynamic Information (any 1):

• Expected last transaction

• Expected account balance
  
  

Summary: Funds transfer (Unable to receive login otp)- date 

Adjustment Type: Funds transfer

• OTPs are delivered only via WhatsApp.

• No SMS or call fallback is available.

Confirm if the WhatsApp account linked to the registered number is active and belongs to the user.

• If yes and they are still unable to receive Login OTP's, create a JIRA ticket on the app-feedback escalation board