Shopee MY Help Center
Shopee Policies
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[My Account] Why did I not receive my verification code/One-Time Password (OTP)?
You’ll need an OTP for:
- Sign up to Shopee account
- Forgot Password
- Login into Shopee Account
- Add bank account/card
- Change/Update Phone Number
- Change/Update Email
⚠️ Note: If you have used OTP to log in within the last 30 days, the phone number login option will be hidden. You will be prompted to verify using email or password if available.
Reasons why you may not be receiving the One-Time Password:
- Network Issues: Weak or unstable signal may delay delivery.
- Incorrect Contact Information: The phone number or email address might be incorrect or outdated.
- Blocked Numbers: Check if your phone blocks messages from unknown numbers.
- Service Provider Delays: Your provider may experience temporary issues.
- Spam Filters: Your email's spam/junk folder might contain the OTP.
Basic Troubleshoot (Waiting for OTP):
Look for OTP in Your Email
- If using email for 2FA, check your inbox and spam/junk folder.
- Ensure it's the email linked to your Shopee account.
Ensure Strong Network Signal
- Move to a location with better phone reception.
- Move to a location with better phone reception.
Don't Leave the OTP Page
- Stay on the page where you requested the OTP.
- Stay on the page where you requested the OTP.
Allow Time for OTP Delivery
- Wait for 30 seconds after requesting.
- If no OTP arrives, wait another 30 seconds (total 60 seconds).
Request OTP Again
- Request OTP again after 60 seconds.
- You can retry up to 4 times. If still no OTP, refer to Advanced Troubleshooting for further help.
Advanced Troubleshoot (Airplane Mode/Phone OFF ON):
Reset Your Connection/Device
- Turn off your phone or switch to airplane mode for a few seconds.
- This helps reset and refresh your phone's connection.
Request OTP Again
- After turning your phone back on or disabling airplane mode, try requesting the OTP again.
- After turning your phone back on or disabling airplane mode, try requesting the OTP again.
- Shopee username
- Issue date and time
- Phone model and version (Android/iOS)
- Service provider
- Last page during code request (e.g. password reset, bank update)
Learn More
Check these articles for help with updating your contact details:
1. [My Account] How do I add or edit my email address?2. [My Account] How do I change my mobile phone number?
Don't let this stop you. Follow these steps to resume shopping swiftly!
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