OTP Not Received / Delayed in GoKwik Checkout

? Overview

Customers may sometimes face issues where OTP is not received or gets delayed during checkout.

This can impact login/verification and lead to drop-offs in conversions.

? Common Causes

1. Network Issues (Most Common)

• Weak mobile network
• DND / network congestion
• Temporary operator delays

2. SMS Delivery Restrictions

• DND (Do Not Disturb) enabled on user number
• Carrier-level filtering/blocking
• Delayed SMS routing

3. Device / User-Side Issues

• Poor signal or airplane mode
• SMS inbox full
• Background app restrictions

4. Temporary Gateway Delays

• Rare cases of SMS provider latency

? Recommended Fix

Please follow the steps below:

✅ Step 1: Enable WhatsApp OTP (Highly Recommended)

Go to:

GoKwik Dashboard → Kwik Checkout → Settings → Login/Mobile

? Enable:

• “Send OTP on WhatsApp”

✔ This ensures OTP delivery even if SMS fails

✅ Step 2: Enable OTP for New Users

• Turn ON “Enable OTP for GoKwik New Users”

✔ Ensures proper verification flow

✅ Step 3: Ask Users to Retry

• Wait for 30–60 seconds
• Click “Resend OTP”
• Try again with stable network

✅ Step 4: Basic User Checks

Ask customers to:

• Check mobile network
• Disable airplane mode
• Clear SMS inbox (if full)
• Try on a different network/device

? Best Practice (Recommended Setup)

✔ Enable both SMS + WhatsApp OTP

✔ Keep fallback channels active

? This significantly improves OTP delivery success rate

? Expected Outcome

After applying the above:

✅ OTP should be received via SMS or WhatsApp

✅ Reduced delivery failures

✅ Better checkout completion rate

? If Issue Persists

Please share:

• Affected mobile number(s)
• Time of attempt
• Screenshot / screen recording (if available)

? This helps us check logs and validate delivery from backend

? Notes

• OTP issues are usually network/operator-related (not system issues)
• Enabling WhatsApp OTP solves majority of cases