--- title: Learner Not Receiving OTP – Troubleshooting Guide description: 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. --- [Skip to content](https://support.learnyst.com/learner-not-receiving-otp-troubleshooting-guide#main-content) ![Learnyst Logo-25-1.png\]](https://support.learnyst.com/hs-fs/hubfs/Learnyst%20Logo-25-1.png?height=40&name=Learnyst%20Logo-25-1.png) - [Blogs](https://blog.learnyst.com/) - [Product Demo](https://www.learnyst.com/product-demo) - [Help Center](https://support.learnyst.com/?__hstc=63047858.c6632626f509e3bce8daa43b7e98f888.1712298652738.1721125968223.1721135407952.38&__hssc=63047858.1.1721135407952&__hsfp=1459259341&_gl=1*1hsz3xc*_gcl_aw*R0NMLjE3MzA4OTkxMzAuQ2p3S0NBaUF4S3k1QmhCYkVpd0FZaVctLTFMeml2UU9iS3JlNDdQaXE4Y2RDRTRPbE9iZnFVYS1sYkViTm5lcW52eHljMnNXOTRoMlRCb0N3QVVRQXZEX0J3RQ..*_gcl_au*MTM5MDI5MDc5LjE3MjU5Mzg3NTIuNjU1NTcwMzYxLjE3MzMyMzMxODAuMTczMzIzMzE3OQ..) - [Success Stories](https://www.learnyst.com/customers/success-stories) Open main navigation Close main navigation - [Blogs](https://blog.learnyst.com/) - [Product Demo](https://www.learnyst.com/product-demo) - [Help Center](https://support.learnyst.com/?__hstc=63047858.c6632626f509e3bce8daa43b7e98f888.1712298652738.1721125968223.1721135407952.38&__hssc=63047858.1.1721135407952&__hsfp=1459259341&_gl=1*1hsz3xc*_gcl_aw*R0NMLjE3MzA4OTkxMzAuQ2p3S0NBaUF4S3k1QmhCYkVpd0FZaVctLTFMeml2UU9iS3JlNDdQaXE4Y2RDRTRPbE9iZnFVYS1sYkViTm5lcW52eHljMnNXOTRoMlRCb0N3QVVRQXZEX0J3RQ..*_gcl_au*MTM5MDI5MDc5LjE3MjU5Mzg3NTIuNjU1NTcwMzYxLjE3MzMyMzMxODAuMTczMzIzMzE3OQ..) - [Success Stories](https://www.learnyst.com/customers/success-stories) Hello, how can we help you today? - There are no suggestions because the search field is empty. 1. [Support Center](https://support.learnyst.com/?hsLang=en) 2. [Troubleshooting](https://support.learnyst.com/troubleshooting?hsLang=en) # 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. **![](https://support.learnyst.com/hs-fs/hubfs/image-png-Aug-25-2026-11-50-57-2413-AM.png?width=670&height=380&name=image-png-Aug-25-2026-11-50-57-2413-AM.png)** 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**.  **![](https://support.learnyst.com/hs-fs/hubfs/image-png-Aug-25-2026-11-54-11-6675-AM.png?width=2940&height=1666&name=image-png-Aug-25-2026-11-54-11-6675-AM.png)** 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. - [Get Started](https://support.learnyst.com/get-started?hsLang=en) - [AI Tools](https://support.learnyst.com/ai-tools?hsLang=en) - [Courses](https://support.learnyst.com/courses?hsLang=en#main-content) - [Getting Started](https://support.learnyst.com/courses?hsLang=en#getting-started) - 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