OTP was entered correctly but rejected

In a small number of cases, a customer insists they entered the correct code but Cartsaver rejected it. The possible reasons are finite and each is quick to test.

1. The code expired

• Default expiry: 10 minutes from send.
• In Cartsaver → Logs, compare “Sent at” against the verification attempt timestamp.
• If the gap exceeds the configured expiry, the code is dead.

Fix: ask the customer to tap “Resend” for a fresh code, or raise the expiry in WhatsApp Order Confirmation settings.

2. Attempt limit exceeded

• Default: 3 attempts.
• After repeated failures, the code is locked even if a later entry is correct.
• Logs show the “Attempts” count.

Fix: raise the limit in WhatsApp Order Confirmation settings, or resend a new code from the order detail screen.

3. Customer typed on a different number

• Some customers use multiple WhatsApp numbers. They may read the message on one device but type on another linked to a different number.
• Cartsaver matches the code to the order’s phone number, not the device.

Fix: confirm with the customer that they’re using the same number they entered at checkout.

4. Accidental whitespace

• A copy from WhatsApp sometimes includes a leading or trailing space, which can register as a different value.
• Cartsaver trims input automatically in recent versions; if a customer reports this after a browser or keyboard update, ask them to type the code manually.

5. Relying on auto-verify

• If Auto-verify is enabled but the customer tapped the link in a different browser session (with another account logged in), the automatic verification can silently fail.
• Manual code entry should still work as a fallback.

6. Transient network issue

Bad network on the customer’s side can cause a successful submission to look like a failure.

Fix: ask them to retry on a different network, or after a few seconds.

When many customers report it at once

If multiple customers report the same issue in a short window:

• Check Cartsaver → Logs for patterns (same country, provider, template).
• Notify support immediately — it may be a Cartsaver-side or provider-side incident.

See Contact support.