I'm not recieving the OTP

Why Am I Not Receiving the OTP During Registration?

If you’re unable to receive the OTP (One-Time Password) while registering on STEPPI, there could be a few reasons for this issue. Here’s everything you need to know and how to resolve it.

STEPPI currently operates in select markets, with OTP delivery enabled for the following regions:

• Bahrain
• Egypt
• France
• India
• Israel
• Jordan
• Kuwait
• Lebanon
• Pakistan
• Philippines
• Qatar
• Saudi Arabia
• South Africa
• Turkey
• United Arab Emirates
• United Kingdom
• United States

If you are registering from one of these regions and are not receiving your OTP:

1. Double-check the phone number you entered to ensure it’s correct.
2. Confirm your phone has active network coverage.
3. Look for the OTP in your SMS inbox or spam folder.

If you’ve done the above and still don’t receive the OTP, contact our support team for assistance.

STEPPI is a global platform but operates with OTP functionality enabled only in active markets. If you are registering from a region outside of those listed, OTP activation may need to be requested.

If your region isn’t activated as part of our standard setup:

1. Contact Our Support Team: Reach out to us via support@steppi.com or in-app chat.
2. Provide Your Region Details: Include the country you’re registering from and any relevant program or challenge information.
3. Next Steps: Our team will guide you through the registration process and explore options to enable OTP delivery for your region.

If you suspect the issue isn’t related to your region:

• Ensure your phone has not blocked SMS from unknown numbers.
• Retry the registration after restarting your device.
• Use an alternative phone number, if possible.

STEPPI uses Twilio, a trusted global provider, to send OTPs securely. To protect users, Twilio may block OTP delivery if an attempt appears suspicious or potentially fraudulent. This can happen in cases such as:

• Repeated OTP requests in a short period.
• Use of phone numbers flagged as high-risk.
• Registration attempts from regions where STEPPI is not actively operational.

🛠️ How to Resolve Twilio-Related Blocking Issues

If you suspect Twilio is blocking your OTP delivery:

• Wait Before Retrying: Avoid requesting multiple OTPs in rapid succession, as this can trigger fraud detection. Please wiat 10 mins for your attempt to time out before trying again.
• Contact STEPPI Support: Our team can verify your registration attempt and work with Twilio to address the issue.
• Provide Accurate Information: Ensure you’ve entered the correct phone number with the proper country code.

💬 Need Help?

We’re here to ensure your STEPPI experience is smooth and hassle-free. If you have any questions or need assistance, please don’t hesitate to contact our support team.

Updated on: 24/01/2025