Having trouble logging in with your One Time Passcode (OTP)? Try this...

We introduced the OTP login system to make sure we’re keeping your money as safe as it can possibly be. 

But we know that sometimes they can be tricky or don’t seem to be working. In this troubleshooting guide, we’ll try and clear up any confusion around the most common OTP questions our customer service team get so you can get into your WeSwap account quickly and easily.

You can read more about why we introduced OTPs and how it works in our handy blog ‘What’s strong customer authentication?’.

 

I haven’t received my OTP email 

Check your junk or spam
Sometimes email programmes don’t like our emails and send them off to the junk folder. It’s always worth checking in there if you can’t see your OTP in your inbox. 

Try making the request from a different device
For a number of reasons, some devices block OTPs from being sent. It’s always worth requesting it from another computer or your mobile or via the app. 

Just make sure you then open the link and enter your OTP using the same device. 

Make sure your email is verified and up to date
We’ll send the OTP to the email address we have on our system and we’ll need to have verified it. So if you’ve changed this since signing up or haven’t got round to verifying it yet, you’ll need to do that. 

This is quick and easy to do. Learn how to verify your email here

Have you blocked us? 
It may be that you’ve blocked our emails.  Don’t worry, we won’t take it personally, but we’ll need to be unblocked to send you the OTP. 

I haven’t received my OTP text

Make sure your number is verified and up to date
We’ll send the OTP to the mobile number we have on our system and we’ll need to have verified it. So if you’ve changed this since signing up or haven’t got round to verifying it yet, you’ll need to do that. 

This is quick and easy to do. Learn how to verify your number here.

Make sure you can receive text
You may need to check your phone memory capacity and delete unwanted SMS to make space.

Check that your monthly mobile carrier plan is up to date, as if not the mobile provider could stop text messages coming in.

 

The OTP has already expired or isn’t working 

You need to stay on the same device and browser
If you request an email OTP from your laptop or computer, you’ll need to open the email and click the link from that same laptop or computer. 

This is also the case if you request the link using your phone’s web browser. You will then have to open the email using your mail app or through your email provider’s website but still using your phone.

You also need to make sure you return to the same web browser. So if you request your OTP from Google Chrome, you’ll need to make sure you return to Google Chrome to enter the code. 

Sometimes your phone will attempt to open links via your default browser, which may be different to the one you made the request from. If you have the WeSwap app, your phone may attempt to open the link there too.

This can be easily resolved. Just hold your finger on the link and you’ll be asked how you’d like to open the link. Select the correct browser. 

If you request the OTP from the app, you need to enter it into the app
If you’re attempting to log in to the mobile app, when you click the link you’ll need to make sure you go back to the app to enter the OTP. 

This should happen automatically. If it doesn’t, hold your finger on the link and you’ll be asked how you’d like to open it. Select the app. 

You can only request it 5 times
If you’ve been having issues with the OTP and requested it multiple times, after five attempts you’ll have to wait one hour to request it again. 

This goes for email and SMS requests. 

Your app and operating system needs to be up to date 
The WeSwap app only runs on later operating systems (OS). This goes for Apple and Android users. 

For Android users, you’ll need to have OS 5 or newer and for Apple you need to have 13.3.1 or newer.

If you’re unable to access the app, please try and update your phone and then go to the Apple Store or Google Play to download or update your WeSwap app. 

You can try clearing your cookies and cache 
It can sometimes help to try and clear your web browser’s cookies and cache. If you go to your browser’s web history, this can be easily done. 

You can also try using a different web browser - but make sure you’re still using the same browser to request the OTP and open the link.


Tried all this?
If you’ve tried all these things and it still isn’t working, it may be that something has gone wrong at our end. The best thing to do here is contact us, you can do this here below.

Submit a Request

If you can't find the answer you are looking for please submit a request to our customer support team.

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