Troubleshooting Guide

OTP Not Received

Customer Reports: “I didn’t receive the OTP”

Most Common Causes:

1. Wrong Phone Number (35% of cases)

Check:

• Verify phone number in Cartsaver delivery logs
• Ask customer to confirm their number

Solution:

• Show phone number on OTP screen: “Code sent to: 010 1234 5678”
• Allow easy number correction

2. SMS Delayed (25% of cases)

Symptoms: Eventually arrives after 2-5 minutes during peak hours

Solutions:

• Ask customer to wait 1-2 minutes
• Resend OTP
• Enable WhatsApp fallback

3. Phone Off or No Signal (20%)

Check: Delivery logs show “Queued” or “Pending”

Solutions:

• Ask customer to check phone signal
• Try moving to window/outdoor
• Use WhatsApp (works on WiFi)

4. Carrier Blocking (10%)

Symptoms: Shows “Delivered” but customer didn’t receive

Solutions:

• Register Sender ID properly
• Clean up message content
• Use different SMS provider

SMS Delivery Issues

Low Delivery Rate (<90%)

Diagnosis: Check per-carrier delivery in dashboard

If one carrier is low:

• Add backup provider for that carrier
• Use SMS aggregator

If all carriers are low:

• Contact SMS provider support
• Check SMS credit balance
• Switch to backup provider

Delivery Time Too Slow (>30 seconds)

Causes:

1. SMS provider overloaded
2. Peak hour congestion (8-10 PM)
3. International routing

Solutions:

• Switch to faster provider
• Extend OTP timeout during peak
• Use Egyptian/MENA-based provider

WhatsApp Problems

Messages Not Delivered

Common Causes:

1. Customer doesn’t have WhatsApp – Enable SMS fallback
2. Customer blocked business messages – Switch to SMS
3. No internet connection – SMS works without internet
4. Template not approved – Check Meta Business Manager

OTP Verification Failures

Correct OTP Rejected

Causes:

1. OTP Expired – Customer took too long
2. Using Old OTP – After resend, old code invalidated
3. Copy-Paste Errors – Extra spaces

Solutions:

• Extend timeout to 15 minutes
• Show “New code sent, old code invalid”
• Auto-trim spaces in input

High Abandonment Rate (>15%)

Solutions:

1. Faster OTP delivery (<10 seconds)
2. Set clear expectations
3. Easy resend option
4. Show phone number clearly

Integration Errors

SMS Provider Connection Failed

Check:

1. API credentials correct
2. No typos or extra spaces
3. Sufficient SMS credit
4. Provider service online

Shopify Webhook Errors

Solutions:

1. Reconnect Shopify in settings
2. Check app permissions
3. Refresh webhook connections

Performance Issues

Slow Dashboard Loading

Solutions:

• Clear browser cache
• Try different browser
• Check internet connection

High Volume Periods

Ramadan/Eid Preparation:

• Check SMS credit balance
• Enable all fallback channels
• Monitor delivery rates hourly
• Extend OTP timeout

Quick Diagnostic Checklist

When troubleshooting:

1. ☐ Check delivery logs in dashboard
2. ☐ Verify phone number format
3. ☐ Check SMS provider status
4. ☐ Test with different carrier
5. ☐ Review recent changes
6. ☐ Check error messages
7. ☐ Try fallback channels
8. ☐ Contact support if unresolved

Getting Help

WhatsApp Support: +20 102 222 3633 Hours: 9 AM – 10 PM Cairo Time Email: Through Cartsaver dashboard

Include in support request:

• Order number
• Phone number (last 4 digits)
• Error message screenshot
• Delivery log screenshot