Scope

I am an end-user and my OTP isn't working

I am a merchant who is not using Time Machine but OTP isn't working

If you are a merchant and testing this on a time machine then please click here to know more. 

There are two types of issues with OTP not working. 

Invalid OTP entered

Double-check email ID and OTP - Please check the email id and the OTP entered. Delete all the OTP emails that were received so far in the email, initiate a new OTP, and try to login again with the latest OTP. 

Note: The maximum number of incorrect login attempts is 5 and post that the account will be locked. The expected lockout period is 30 mins and you can retry post 30 mins. This is a security process followed in order to prevent excessive requests made to the system.

OTP email not received

If you are not using a time-machine then there are two possibilities

• Please make sure you are trying to log in with the correct email address. 
• It is also possible that the OTP emails had landed in the Spam folder of your inbox, so check the spam for OTP mail.  
  
• If you are using your own SMTP then please check the logs to see if there are any email IDs in the bounce list.
  

A temporary solution

If you were to come across instances where one of your customers is unable to access the portal and seeks your assistance, the only way to manually initiate a portal session without mandating login would be via API implementation.