I'm not receiving any One-Time PIN (OTP) on my mobile/phone number. How can I fix this?

If you are not receiving your OTP via SMS, try the following before contacting support.

1. Check whether your OTP was sent via WhatsApp

Depending on the delivery method, your OTP may be sent via WhatsApp instead of SMS.

Make sure WhatsApp is installed on your device and that you have access to the phone number registered to your Axi account.

2. Confirm your phone number is correct

Check that the phone number registered on your Axi account is correct, active, and up to date.

3. Check your mobile signal

Make sure your phone has a stable network connection. Poor or unavailable mobile coverage may prevent you from receiving your OTP.

4. Wait a few minutes and try again

OTP delivery may sometimes be delayed. Wait a few minutes, then request a new code and try again.

5. Use an authenticator app

If you have already set up an authenticator app, such as Google Authenticator, as an alternative MFA method, you can use it instead of SMS to complete verification.

Still not receiving your OTP? 

Contact our Customer Support team via the Help Center or live chat. For security reasons, we may need to perform verification checks before we can reset your Multi-Factor Authentication (MFA) settings. This process may also require additional documentation. Please contact our Client Services Team for further assistance.