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The short answer: when a customer says the code did not arrive, check your own side first: the key (a Sandbox key sends nothing), the response to the request, the number and the SMS balance. Then look at the code's status with GET /v1/sms/otp/{id}. Only then move on to the customer's phone: signal, SIM, blocked messages. And do not allow endless resends: each new code cancels the previous one.
On your side
| Check | How | If this is it |
| Is it a Sandbox key? | The response shows "mode": "sandbox" and "simulated": true | No SMS goes out in the Sandbox. Use a prod_ key |
| Was the request accepted? | The HTTP code: 201 means accepted | A 403 or 422 sent nothing; read error.code and details |
| Is the number right? | The to field shows the masked number | One wrong digit sends it to someone else. Sending is only to Mozambique and Angola |
| Are there credits? | GET /v1/sms/balance | Buy credits on the SMS page in Meu MozOut |
| Is the sender approved? | GET /v1/sms/senders | The sender must be approved for the number's country; without it NETMSG is used |
| Did another code go out later? | GET /v1/sms/otp/{id}: status cancelled | The customer is looking at an old SMS; only the latest works |
Verification codes are not listed among the API's messages (GET /v1/sms/messages). To look up a code, always use GET /v1/sms/otp/{id} with the id you kept.
On the customer's side
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| Resending has rules too. /resend only works for pending or expired codes, and attempts already used do not come back. If the code failed or was cancelled, request a new one with POST /v1/sms/otp. See resending, cancelling and replacing a code. |
| If none of this explains it, open a support ticket with the code's id (otp_...), the time it was sent and the X-Correlation-ID from the response. Never send the API key: support does not need it. |
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A code still not arriving after checking everything? Open a support ticket with the code id. Open a support ticket |
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