How OTP delivery works for your end users

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WALLETS & SECURITY • OTP

How OTP delivery works for your end users

One-Time Passwords are delivered by email, not SMS. Here's what that means for your onboarding flow and support scripting.

AUDIENCE

B2B Clients

DELIVERY CHANNEL

Email only

SMS OTP

Not supported

Summary: One-Time Passwords are delivered to end users via email. There is no SMS or push-notification channel for OTP delivery — email is the only supported method.

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What this means for your onboarding flow

Because email is the only OTP channel, the email address you collect during onboarding must be accurate. An incorrect address means your end user cannot authenticate:

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A typo'd or unreachable email address blocks login, not just notifications

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Do not design a UX flow that assumes SMS as a fallback channel — SMS OTP is not supported

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Most "can't log in" or "didn't get my code" tickets trace back to spam filtering or a wrong email on file, not a system issue

Important

Equip your first-line support to check spam folders and verify the email on file before escalating 'missing OTP' tickets to swype — this resolves the majority of these cases without requiring escalation. Specifically, ask support agents to: (1) confirm the email address on file matches what the user expects, (2) ask the user to check their spam or junk folder, and (3) if the email address is incorrect, update it before retrying authentication.

Note: OTP codes expire after a short window — if an end user waits too long to enter the code, they will need to request a new one. When helping users locate the OTP email, ask them to search their inbox for the swype sender domain in addition to checking their spam folder.Seeing repeated OTP delivery issues?

Let us know if it's affecting a specific email domain or region.

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