I didn't get the OTP code. What should I do?

Modified on Sat, 1 Aug at 2:13 PM

You may be asked to enter an OTP code in the following situations:

Logging in for the first time
Resetting your password
Changing your password

When using your mobile number, you can choose to receive the OTP via SMS or WhatsApp. The OTP code is valid for 1 minute. If it expires, you’ll need to request a new OTP code.

If you haven’t received your OTP within one (1) minute after submitting your phone number, check whether any of the following conditions apply to you:

When you choose to get the OTP code via SMS

a. Your mobile phone’s SMS filter is switched on

Many mobile phones have built-in anti-SMS spam and text filters nowadays. You may also have installed a blocking app on your phone, to prevent you from receiving spam messages. The filter on your phone may be switched on, resulting in our message being blocked from entering your inbox.

For Android phone users,

Uninstall or disable any blocking apps on your phone
To disable your built-in filter, go to your “Messages” app
Tap on the three (3) vertical dots at the upper right corner of your screen
Select “Settings”
Select “Spam protection”
Tap on the toggle button next to “Enable spam protection”, and disable it
After disabling your SMS filter, you can tap on the “Resend” button on the OTP form at our app’s login page, to request for the OTP to be sent to you again.

For iPhone users,

Go to your “Settings” app
Select “Messages”
Find “Filter Unknown Messages”
Tap on the toggle button to disable it
After disabling your SMS filter, you can tap on the “Resend” button on the OTP form at our app’s login page, to request for the OTP to be sent to you again.

b. You’re in an area with poor cellular connectivity

Generally, the one-time password (OTP) is sent to your phone once you submit your mobile number. However, if you’re experiencing low cellular connectivity when the message is sent, it may take some time for it to reach you.

If you can, move to a location with better connectivity, and wait to see if the message reaches you. If it doesn’t, you can tap on the “Resend” button on the OTP form at our app’s login page, and request for the OTP to be sent to you again.

c. You are using an invalid mobile number

If the mobile number that you’ve submitted is not a valid number, we will not be able to send the OTP to you. Kindly ensure that your mobile number registered in the AOneSchools system is a valid number, and that it belongs to you.

d. Changing to Verify Via WhatsApp

If you still haven’t received the OTP after trying several times and checking the conditions above, you can switch to WhatsApp by clicking Or Verify Via WhatsApp to receive the OTP.

When you choose to get the OTP code via WhatsApp

a. Check your phone number

Double-check that the phone number you entered is correct and includes the appropriate country code.

b. Check your WhatsApp connection

Make sure your device has a stable internet connection and that WhatsApp is working properly.

c. Check your WhatsApp messages

Open WhatsApp and check your recent chats to see if the OTP message has arrived.

d. Wait before requesting a new OTP

Avoid requesting multiple OTP codes within a short period, as this may cause delays or temporary restrictions.

e. Try receiving the OTP via SMS

If you still don’t receive the OTP through WhatsApp, try switching to SMS by clicking Or Verify Via SMS.

If you’ve tried all the steps above and still haven’t received your OTP, please contact our Support team for further assistance. Our team will be happy to help you resolve the issue.