What to Do When Not Receiving SMS OTP

Please follow the steps below if you do not receive an SMS OTP.

* Kindly note that the following instructions are only basic steps to solve the SMS OTP issue.

1. Check whether you are in a country where the SMS OTP function is supported from the list: here. 

• If your country is not listed but you need to access the SMS OTP service, you may consider changing your mobile number to one that belongs to a country where the SMS OTP is available.

2. Check if the SMS OTP is sent to the number you are using (please see the screenshots below).

On website	On application

• If you do not receive any messages, it is possible that the number registered with your Bitkub account is not the same as the current number you are using.
  • If you have changed your phone number, please get in touch with Bitkub Support to update the phone number on your account. For more information, please check here.

3. Please ensure your carrier's message-blocking service is deactivated.

• You can contact your carrier to check the status of your message-blocking function or request to cancel this service by dialing *137 (for Thai numbers).

4. After trying the above steps, please request another SMS OTP by clicking the "Request OTP" button.

5. If the issue persists, please contact Bitkub Support with the following details:

• Your current phone number
• Your location and mobile phone's operating system (Android or iOS)
• Your mobile service provider/carrier (e.g. True, AIS, Dtac, etc.)
• Details of the issue
• Video or screenshots of the issue (if any)

An example of an SMS from Bitkub Exchange

If you request an SMS OTP in a country where this system is supported, you will receive a message from our system (see the example below). Please be cautious and note that our staff will never ask for your OTP or any password.

• If you receive any message requesting your OTP, please consider not sharing the information as the requester could be a scammer.
• The message may differ depending on the function you request the code. However, the sender must be "Bitkub" if it is sent from us.