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[My Account] Why did I not receive my verification code/One-Time Password (OTP) via SMS?

If you did not receive your verification code or One-Time Password (OTP) via SMS, it could be due to 2 reasons:


1. Network or connectivity issues

Try the following basic troubleshooting techniques:

  1. Ensure that your phone line signal is full.
  2. Resend a verification code. 
  3. Switch off your mobile phone, remove and re-insert your SIM card, then switch on your mobile phone again. After that, make another request for a verification code.


If you still do not receive the OTP after several tries, you may have reached the maximum request 


2. Account is linked to another phone number

Check your profile information to ensure that the correct phone number is linked to your Shopee account.


Should the issue persist, contact Shopee Customer Service with the following information ready:

  1. Shopee username 
  2. Date and time when the issue occured 
  3. Phone model and version (Android or iOS)
  4. Service provider
  5. Last known page where verification code was requested (e.g during password reset, updating bank account details, etc)
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