High OTP request failure

Help - Plug n Play PnP Web SDKs
1

Hi team,

We’ve noticed an increased failure rate for OTP requests when customers attempt to verify their wallets for access. In many cases, the OTP fails to send on the first, second, and sometimes even the third attempt before it’s successfully delivered.

Could you please investigate this issue or suggest any steps we can take to improve the reliability and performance of OTP delivery?

Best regards,
Savea

2

Thanks for reaching out and providing details about the increased OTP request failure rate during wallet verification. Here’s a summary of your issue for the support team:

Issue Summary

  • SDK Used: Web3Auth Plug and Play (PnP) Web SDK
  • Platform: Web
  • Problem: High failure rate for OTP delivery (users sometimes need 2-3 attempts before receiving OTP)
  • Impact: Affects user onboarding/verification experience

Next Steps & Information Needed

To help the support team investigate and resolve this issue efficiently, could you please provide the following (if possible):

  1. SDK Version Number:

    • This helps us check if there are any known issues in your current version.

  2. Are you using the default Web3Auth OTP login flow, or do you have a custom authentication setup (e.g., custom verifier, third-party email/SMS provider)?

    • If custom, please specify the verifier name and method of login.

  3. Any relevant browser console logs or error messages/screenshots

    • These can help pinpoint where the failure is occurring.

  4. Approximate timeframes or user regions where the failures are most common

    • Sometimes OTP delivery issues are region-specific.

Proposed Troubleshooting Steps

  • Please ensure your project’s domain is correctly whitelisted in the Web3Auth Dashboard.
  • If you’re using a custom email/SMS provider or custom verifier, check the provider’s logs for delivery failures.
  • Review the Web3Auth OTP login documentation for any recent updates or configuration recommendations.

Once you provide the additional details above, the support team can investigate further and suggest targeted solutions. Thank you for your patience and for helping us improve your users’ experience!

Note: This response was generated by an AI bot and may require further verification. The Web3Auth support team has tracked this issue and will be responding as soon as possible.

Additionally, we would recommend you to join our biweekly Office Hours to get this resolved even faster. Web3Auth Developer Office Hours