User not receiving a OTP code to mobile device

Report Outage
1

Title: User not receiving OTP code to mobile device for account recovery

Issue

We have a user who is currently experiencing an outage affecting receiving OTP pass codes to their mobile phone.

Impact

This outage is affecting a Web3Auth user who has a mobile device as a recovery device.

Details:

  • Start Time: We were first notified of this over the last few days.
  • Current Status: They still cannot receive OTP codes.
  • Description: This is the only recovery account method that they have, we’ve tried resending the OTP code (they can click resend) but they do not receive the OTP code no matter what they try. This user is in Turkey.
2

Hi Robert,

Thanks for reaching out and providing the details of the issue.

Based on the information, it looks like the user is having trouble receiving OTP codes on their mobile device, which is crucial for their account recovery.

To assist you better, could you please share the following:

  • The exact Web3Auth SDK that you are using.
  • The SDK version number.
  • A brief code snippet of your Web3Auth initialization and login implementation, if applicable.

Additionally, as the user is in Turkey, there might be local network restrictions or issues with the telecommunications provider. It could be worthwhile to check if other users in the same region are experiencing similar issues.

This response was generated by the Web3Auth Bot, and a person from the Web3Auth team will come and give an answer to your query as well.

3

Hey @bodilyrobert

Just checking here, are you still facing this issue?

1 Like
4

Yes, the user is still facing this issue.

5

As the bot mentioned, can you provide more details of your integration so that we can see what exactly is going wrong?

1 Like
6

We are using the web3auth/modal package with version 6.1.8

We instantiate the Web3Client class using the option
new Web3Auth(options)

{
  "options": {
    "clientId": "[insert-actual-client-id-here",
    "chainConfig": {
      "chainNamespace": "other",
      "chainId": "nothing",
      "rpcTarget": "nothing"
    },
    "uiConfig": {
      "appName": "Bioniq",
      "defaultLanguage": "en",
      "theme": "auto",
      "appLogo": "/logos/bioniq-glyph-colored.svg"
    }
  }
}

And then we initialize the modal with this config
await web3auth.initModal(init);


{
  "init": {
    "modalConfig": {
      "openlogin": {
        "label": "openlogin",
        "loginMethods": {
          "facebook": {"name": "facebook", "showOnModal": false},
          "reddit": {"name": "reddit", "showOnModal": false},
          "twitch": {"name": "twitch", "showOnModal": false},
          "apple": {"name": "apple", "showOnModal": false},
          "line": {"name": "line", "showOnModal": false},
          "github": {"name": "github", "showOnModal": false},
          "kakao": {"name": "kakao", "showOnModal": false},
          "linkedin": {"name": "linkedin", "showOnModal": false},
          "weibo": {"name": "weibo", "showOnModal": false},
          "wechat": {"name": "wechat", "showOnModal": false},
          "sms_passwordless": {"name": "sms_passwordless", "showOnModal": false}
        }
      }
    }
  }
}
7

Can you help me with the details of the user?

8

What user details are you looking for? Do you want to email me privately for specific info? Or are you looking for other more generic details?

9

To help troubleshoot the user’s specific issue, I’ll need details on their login method and unique identifiers like their email address. This information can assist in identifying if there are any flags on their account due to suspicious activity or if they’re experiencing region-specific outages. Let me know their location, too, so I can narrow down potential causes.

10

I also no receive the OTP code, my country is Malaysia. I check my records is correct, but still not able to get OTP code