Why am I not Receiving OTP?

This is a short guide to tips on what to do when you are not receiving OTP sent to your phone number.

Written by Oluwafelami Ajikobi

Are you trying to sign up, verify your phone number, verify BVN/NIN or sign in to your Sycamore Account on a new device and did not get an OTP to complete any of these actions? Then this article is for you.

This article will explain why you encountered this and how to proceed.

If you carried out any action that requires an OTP to be completed and did not get it delivered to your phone number, here are some steps to help you resolve the issue;

1. Check the SMS settings on your mobile phone to disable any form of SMS filtering for any of Sycamore’s SMS default sender ID (PFAlert, MAlert, SecureOTP).
2. Check your phone to be sure there is no third-party app (like Truecaller) blocking the message.
3. Delete stale/old messages in your inbox to create inbox storage.
4. Insert your sim into a different phone to be sure it is not a device error.
5. If your phone number was ported from one mobile network to another within the last 3 months, kindly reach out to our support team via email on complaints@sycamore.ng or call us on 0201-700-3497 to help investigate and resolve.

If you tried all of the steps above and still did not get the OTP, reach out to our Support team via mail to complaints@sycamore.ng or call us on 0201-700-3497

Lastly, when adding your debit card on the Sycamore App to make payments, your bank sends an OTP to the phone number linked to your debit card. This is to authorize the payment and protect your debit card in case it gets into the wrong hands. 

P.S Sycamore does not send these OTPs. You are basically informing your bank that you're giving us permission to debit you via your debit card when you select card as a payment option for any transaction on the Sycamore App.

If for any reason you aren't getting an OTP to add your card, please contact the bank or go to the nearest bank branch to get assistance.

Once resolved, you should be able to add your debit card and continue to carry out transactions seamlessly!