If your OTP number hasn't received the SMS code, work through this checklist. You aren't charged for a code that never arrives.
Check your order first
Open OTP, then Purchase OTP, and find your order under Live Orders.
Activating means the number is still being assigned. Wait before asking the service to send the SMS.
Waiting for SMS... means the countdown is running and the number can still receive the code.
If the order is no longer in Live Orders, open OTP, then History:
Expired or Cancelled means no code arrived.
Completed means a code arrived; check the SMS Code column.
Checklist
Right service? A number is ordered for one service. If you bought for the wrong service, cancel and buy one for the right service.
Number entered correctly? Copy it with the Copy button. In the app, choose the number's country first, then type the number without its country code.
SMS, not a call. The panel shows text messages. If the app offers to call you instead, stay with SMS.
Wait, then ask once more. Services can be slow. Wait for the app's own resend countdown, then request the code once more. If you see "too many attempts", take a new number instead of retrying.
Already used or registered? If the service says the number already has an account, or that it sent the code to the app instead of by SMS, cancel the order and buy another number.
"Not valid", "not supported" or "banned"? The service doesn't accept that number. Take a different number, or a pool with a higher success rate.
VPN. If you verify from another country, turn on a VPN set to the number's country before requesting the code.
Clear leftovers. If a second try fails like the first, clear cookies or the app's cache, or use a private window, and start again with a new number.
Try another pool or country. Compare the % success values and look for Best Operator.
Cancel and try another number
Open the order in Live Orders and click Cancel Order. It's available 2 minutes after you buy.
The held amount is released automatically.
Buy a new number, ideally from another pool or country.
You can't cancel an order after its code has arrived.
Refunds when no code arrives
Situation | What happens |
No code before the timer ends | The order becomes Expired and the held amount is released automatically. No need to contact us. |
You cancel before a code arrives | The held amount is released automatically. |
The purchase fails (for example, out of stock) | You aren't charged. |
A code arrived (order Completed) | The amount is charged and the order can't be cancelled. If something is wrong, use the Refund button in OTP > History. |
You use Reuse number or Reactivate number | Reuse number is charged only if the number is still reachable. Reactivate number is always charged, even if no SMS arrives. The price is shown before you confirm. |
Our Terms say: "If the code doesn't arrive within 20 minutes, you're refunded automatically. You don't need to contact us." Products that work as described, and change-of-mind requests, aren't refunded.
Ask for a refund on an order where a code arrived
The Refund button appears in History only on eligible orders.
Open OTP, then History, and find the order.
Click Refund.
Choose a reason: No SMS Delivered, Wrong Number, Service Unavailable, Duplicate Charge or Others. With Others, add a note of up to 255 characters.
Click Submit Request.
Requests are reviewed, and approval isn't guaranteed. You're told by email once a request is processed, and approved amounts go to your account balance. Follow your requests on the My Refund Requests tab.
When to contact support
The held amount wasn't released after the order shows Expired or Cancelled.
You were charged but the code never appeared in the panel.
Cancelling keeps failing after you've waited.
A purchase error doesn't go away after several tries.
Use the chat bubble at the bottom right of the panel, or email [email protected].
What to send:
The email address of your Bitcall account.
The order's phone number, service, country and pool name (all shown in History).
The date and time of the order, and the status shown in History.
A short description and a screenshot, with the exact message the app or website shows.
Never send your password.