At Valutrades, we prioritize the security of your account using One-Time Passwords (OTPs) sent to your registered mobile number. These OTPs are sent to your registered mobile number in the form of a 6-digit code.
If you're having trouble receiving OTPs, please follow these troubleshooting steps:
1. Check Your Network Connection:
- Signal Strength: Ensure your phone has a strong mobile signal. A weak signal can prevent SMS messages from arriving. Try moving to an area with better reception.
- Data Connection (if applicable): While OTPs are usually sent via SMS, sometimes they might be delivered through your data connection. Make sure your mobile data is turned on.
- Airplane Mode: Toggle airplane mode on and off. This can sometimes reset your network connection and resolve delivery issues.
2. Verify Your Mobile Number:
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Double-Check: Carefully confirm that the mobile number registered with Valutrades is correct, including the country code. Even a small typo can prevent OTP delivery. You can verify your registered number in your client area under the Profile page.
- Update Your Number: If you find that your number is incorrect, please contact our customer support team via live chat, email, or phone.
3. Check for SMS Blockage:
- Contact Your Provider: Contact your mobile network provider and ask if they are blocking SMS messages from short codes or from Valutrades. Explain that you are expecting a security code from a financial services provider. They may need to whitelist our sender ID.
4. Check Your Phone's Message Inbox:
- Storage Space: Ensure your message inbox isn't full. Delete old messages to make space for new ones.
- Message Filtering: Check if you have any message filters or spam settings that might be preventing OTPs from reaching your inbox.
5. Restart Your Device:
- A simple restart can often resolve temporary software glitches that might be interfering with SMS delivery.
6. Clear Messaging App Cache (Android):
- The steps to clear the cache can vary depending on your Android device. Generally, you can go to Settings > Apps > [Your Messaging App] > Storage > Clear Cache. Look for options like "Storage & Cache" or "App info."
7. Wait for Delivery:
- OTPs are usually delivered within a few seconds. However, occasional delays of up to 2-3 minutes can occur due to network traffic or server issues. Please wait for at least 3 minutes before trying again.
8. Alternative Verification Methods:
- If you continue to experience problems with SMS OTP delivery, we offer an email verification option which will be shown after three failed attempts. A "failed attempt" refers to a situation where you have not successfully entered the SMS OTP after three tries.
If you require further assistance from our support team, please contact us during our working hours as stated inside: How do I contact Valutrades Customer Support?