How Customer OTP Works

When a customer signs up or signs in on your online store, EasyBiz verifies their identity with a One-Time Password (OTP) — a short code sent to their Email, SMS, or WhatsApp. Which of these channels are available depends on your store’s setup:

The important part for troubleshooting: the code is sent to the contact details saved on the customer’s account — not necessarily to the inbox or number the customer is watching right now.

Checklist: Walk the Customer Through These Steps

  1. Check spam and junk folders. OTP emails frequently land in Spam — and in Gmail, also check the Promotions tab. In past cases the email showed as delivered on our side but was sitting in one of those folders.

  2. Confirm which inbox the code goes to. The code goes to the email address saved on the account being used. In one real case, a customer had two accounts under the same phone number with different email addresses — the code was arriving at her Gmail address while she was checking her Hotmail. Ask the customer which addresses they have used with your store before.

  3. Request a fresh code, and use the newest one. Codes expire after a few minutes (the WhatsApp code, for example, says it expires in 10 minutes). A code from an earlier attempt will not work — ask the customer to tap resend and enter the most recent code. If the screen asks them to wait before resending, that is normal: code sends are rate-limited to protect the account.

  4. For WhatsApp codes: confirm the number. The code goes to the verified number on the customer’s profile. If the customer changed their number, the profile holds the newest verified number — make sure they are checking WhatsApp on that phone.

What You Can Check in the Console

  • Open the customer’s contact record. Go to Sales → Contacts, search for the customer, and open their record. Check that the email address and phone number saved there are the ones the customer is actually using today.

  • Look for duplicate accounts. Search by the customer’s phone number and email. If the customer has more than one contact record, the code may be going to the other account’s email. You can clean this up from the contact detail page — clicking Delete contact on a duplicate that has orders opens a merge dialog, so history is moved to the surviving contact.

  • Check your OTP channel setup. Confirm the sign-in methods you expect are enabled for your online store, and — if you rely on WhatsApp codes — that your WhatsApp connection is healthy and the Authentication template shows as approved. See Connect and Configure WhatsApp .

When to Escalate to Support

If one specific customer still cannot receive a code after the checklist above, contact support with these details so the team can check the delivery logs (they can see whether a code was sent, delivered, bounced, or even opened):

  • The customer’s name, plus the phone number and email address on their account

  • The approximate date and time of the sign-in attempt

  • Which channel the code was expected on (email, SMS, or WhatsApp)

  • What you have already tried (spam checked, fresh code requested, contact record verified)

Still Stuck?

Click the Help icon (question mark) at the top of the Console. The Assistant can answer questions straight away, and it can open a support ticket for you — replies from the EasyBiz team appear in the same Help panel.