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SMS-Based OTP Message

Some users are not able to receive SMS-based OTP message.

Problem Analysis​

SMS-based OTP delivery is becoming less reliable around the world. This is not necessarily due to technical reasons, though. It is rather because of a mix of reasons which are out of our control:

  1. Telecom operators filter SMS messages based on the origin and/or content. This has become more aggressive in the recent years.
  2. Intermediary service providers throttle or filter SMS messages based on the origin and/or content.
  3. Users put themselves intentionally or accidentally in "Do Not Call" and/or "Do Not Disturb" lists which blocks receiving SMS messages from service accounts.
  4. Users configure their mobile operating systems intentionally or accidentally in a way that certain SMS messages are considered as "spam", and in return, users are not notified about such messages.

Our systems can only monitor the communication between our systems and intermediary service providers. Whether telecom operators filter/block or let the SMS message go through and user has managed to receive and read the SMS message are not known to us.

Solution​

Please guide users to fallback to "Voice Call" option in case that they are not able to receive SMS messages.