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
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- Incorrect Contact Information: The phone number or email address might be incorrect or outdated.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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