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Learner Not Receiving OTP – Troubleshooting Guide

If a learner is not receiving the OTP while trying to log in or verify their mobile number, identify the learner's phone number type and follow the relevant steps below.

 

1.  OTP Not Received for an Indian Mobile Number

If the learner is using an Indian mobile number (+91) and has not received the OTP, try the following troubleshooting steps:

  1. Verify that the learner has entered the correct mobile number.
  2. Make sure India (+91) is selected as the country code.
  3. Ask the learner to check their mobile network and ensure they have a stable connection.
  4. Ask the learner to check their SMS inbox and confirm that it is not full.
  5. Ask the learner to wait for a few minutes and try requesting the OTP again.
  6. If the issue continues, ask the learner to restart their device and try again.

If the learner still does not receive the OTP, contact Learnyst Support with the learner's registered mobile number, country code, and a screenshot of the issue.

2. OTP Not Received for an International Mobile Number

If the learner is using an international mobile number, the Admin must first enable OTP verification for users outside India.

How to enable OTP for international numbers

  1. Log in to the Learnyst Admin Dashboard.
  2. Go to Add-ons.
  3. Open Anti-Piracy Pack or the relevant Learner Verification Add-on.
  4. Open OTP Verification settings.
  5. Select Enable for India & Outside India ($0.26/SMS).
  6. Click Save.

Note: Enabling OTP for India & Outside India is a paid option and is charged at $0.26 per SMS, as shown in the Admin Dashboard.

After enabling this option, ask the learner to try requesting the OTP again using their international mobile number.

3. OTP Not Supported for the Learner's Country

Some countries are restricted for OTP verification. For example:

  • Pakistan
  • Bangladesh
  • Ghana
  • Nigeria
  • Kyrgyzstan

For mobile numbers from restricted countries, the learner may not receive the OTP through the normal SMS/phone OTP method.

In this situation, the Admin can enable WhatsApp OTP as an alternative OTP delivery method.

How to enable WhatsApp OTP

  1. Log in to the Learnyst Admin Dashboard.
  2. Go to Add-ons.
  3. Open Anti-Piracy Pack or the relevant Learner Verification Add-on.
  4. Open OTP Verification settings.
  5. Select Enable for India & Outside India.
  6. Under Select OTP Delivery Method, enable Via WhatsApp.
  7. Click Save.

 

Once WhatsApp OTP is enabled, the learner can receive the OTP on their WhatsApp number instead of through the normal SMS OTP method.

Important: WhatsApp OTP can only be configured by the Admin. Learners cannot enable this option themselves.

When both SMS and WhatsApp OTP are enabled

When both delivery methods are enabled, WhatsApp is used as the primary OTP delivery method and SMS is used as a fallback.

Quick Reference
Learner's Number What to Do
Indian (+91) Follow the basic OTP troubleshooting steps
International number Admin must enable India & Outside India OTP
Number from a restricted country Enable WhatsApp OTP from the Admin Dashboard

If the learner still does not receive the OTP after following the applicable steps, contact Learnyst Support with the learner's mobile number, country code, and relevant screenshots/error details.