Description: The article includes guidelines for issues related to transactional OTP.
Conversation Example: https://app.intercom.com/a/inbox/yi1q66iy/inbox/conversation/2560844?view=List


Query: I am unable to receive the OTP on my number while making any online transaction.


Chat Tag: 
OTPs > Transaction OTP Not Received
OTPs > Transaction OTP Delay 


Action Required:

  • CXAs will inform the user that OTPs are now only visible within the SadaPay app. They are asked to update their app and check the dashboard.
  • If the user received a notification but cannot view the OTP, they are told to ensure their app is up to date and check the dashboard again.
  • If the OTP has expired or disappeared, they are informed that it expires in five minutes, and they should retry the transaction after confirming that they are on the latest app version.
  • If the user did not receive a notification, they are advised to check notification settings for the SadaPay app. In the meantime, they can view the OTP directly from the dashboard.
  • If the issue persists, check Pinelabs for any declined transactions for the given date and time, if there are - inform the user of the reason of decline accordingly. 

File a ticket on the app-feedback board on JIRA if user still does not receive OTP