Customer didn't receive the OTP

Missing OTP messages are the most common issue reported by COD merchants. Follow this ladder top to bottom — each step rules out a likely cause.

1. Check the phone number format

Open the order in Cartsaver and look at the customer’s phone:

• It must start with + and the country code (for example, +201xxxxxxxxx).
• A local-only format (for example, 01xxxxxxxxx with no country code) will fail with most providers.

Fix: in your Shopify checkout settings, enable “Phone validation” so Shopify enforces international format at entry time.

2. Check your plan quota

• Open Cartsaver → Dashboard.
• Look at “Messages remaining” for the current period.
• If it’s at 0, no new messages will be sent until the plan renews or you upgrade.

Details in Billing and quota.

3. Check the provider’s status

• For SMS: Settings → SMS Providers — provider should show Connected with a green badge.
• For WhatsApp: Settings → WhatsApp → Status — account should be approved and the OTP template should be Approved.

If status shows Disconnected or Suspended, contact your provider directly.

4. Check the message log

• Open Cartsaver → Logs.
• Search for the affected order by order number or phone number.
• Look at the “Status” column:

Status	Meaning	Next step
Queued	Still in the send queue	Wait a minute
Sent	Handed off to the provider	Ball is in the provider’s court
Failed	Send failed	Read the “Reason” column
Delivered	Arrived on the device	Issue is with the customer’s device
Rejected	Provider rejected	Number may be on the provider’s blocklist

5. WhatsApp-specific issues

• Number isn’t on WhatsApp — can’t send a WhatsApp message to a number that doesn’t use the app.
• Business message block — some customers block business messages in WhatsApp settings. Ask them to check Settings → Privacy → Business messages.
• Template rejected — see WhatsApp Order Confirmation for template details.

6. SMS-specific issues

• Unapproved sender ID for the destination country — message may arrive under a generic fallback name, or not at all.
• Provider account balance is zero — even with Cartsaver quota available, the underlying provider must have credit.

7. If everything fails

Switch to the fallback channel. If you haven’t configured one, see OTP channels.

Then head to Contact support and include:

• Shopify order number.
• Customer phone number in international format.
• Send timestamp (ISO 8601 UTC).
• The exact “Status” value from Logs.