If you haven’t received your one-time passcode, please try the steps below.
1. Check your phone signal
Make sure your phone has a strong and stable mobile signal. Poor reception can prevent OTP messages from coming through.
2. Check your SMS spam or blocked messages folder
Sometimes OTP messages may be automatically marked as spam or filtered into a separate folder by your phone or messaging app, and you may not receive a notification for them.
On iPhone (Apple Support)
Open the Messages app.
Tap Filters in the top-left corner.
Open Unknown Senders, Unknown & Junk, or Spam.
Look for the OTP message.
If you find it, mark it as Not Spam or move it back to your inbox.
On Android
The exact steps may vary depending on your phone and messaging app.
Google Messages
Open the Messages app.
Tap your profile icon or the three-dot menu.
Select Spam & blocked.
Check whether the OTP message is there.
If you find it, open the message and tap Not spam.
Samsung Messages
Open the Messages app.
Tap the three-dot menu.
Go to Settings.
Open Block numbers and messages.
Tap Blocked messages.
Check whether the OTP message is there - long-press the message, tap Unblock.
If you use another SMS app
Look for a folder called Spam, Blocked, Filtered messages, or something similar.
3. Review your phone/carrier settings
Make sure your phone settings do not block SMS messages from unknown or international senders. Some carriers have security settings that block messages from certain senders by default. You may need to adjust these settings or reach out to your carrier for help in removing these restrictions.
4. Check with your mobile carrier
Check if your mobile carrier is experiencing any outages or maintenance that could impact message delivery.
5. Confirm that 3D Secure is enabled
We recommend contacting your bank’s support to confirm that 3D Secure is enabled for your card. Without this feature, the one-time passcode (OTP) required for authorization may not be triggered.
6. Restart your phone and try again
If you still cannot find the OTP, restart your phone and request a new code. This can help refresh your mobile connection and message delivery.
Need more help?
If you still can’t receive the OTP after trying these steps, please contact us for further assistance. We’ll do our best to help you move forward.