• TROUBLESHOOTING • SETUP GUIDE

Why Did My Customer Not Receive Their Verification Code?

By Rivio Support Team
4 min read

Why Did My Customer Not Receive Their Verification Code?

One-time password (OTP) verification is essential for confirming customer identity and eliminating fake Cash on Delivery orders. However, if a buyer does not receive their 6-digit verification code within a few seconds, they may become frustrated and abandon their shopping cart.

Code delivery delays or failures are almost always caused by email spam filters, missing international dial codes, or Shopify usage billing limits.

In this troubleshooting guide, we walk through the steps to diagnose and fix delivery issues for both Email and WhatsApp verification channels.

Before You Begin

Before troubleshooting, confirm that:

  • Rivio COD & Partial Payments is installed on your store.
  • You have verified which channel (Email or WhatsApp) the customer selected.

Step-by-Step Diagnostic Instructions

Check 1: Did the Email Land in Spam or Promotions? (Email Channel)

Why it matters: Automated verification emails can occasionally be routed to a buyer's Spam, Junk, or Promotions folder, especially if the recipient's email provider uses aggressive filtering rules.

How to Fix:

  1. Advise the customer to check their Spam, Junk, or Promotions tabs.
  2. Ask the customer to search their email inbox for messages from Rivio Apps or support@rivioapps.com.
  3. If they find the email in Spam, clicking Report as not spam trains their email client to deliver future notifications directly to their primary inbox.

Check 2: Was the International Country Code Included? (WhatsApp Channel)

Why it matters: WhatsApp requires a fully qualified E.164 phone number including the country prefix (for example, +1 for the USA, +91 for India, or +44 for the UK). If a customer types 9876543210 without a country code or enters an invalid landline number, Meta's network cannot deliver the message.

How to Fix:

  1. The Rivio popup automatically pre-selects the country code flag based on the customer’s geographic location. Ensure the customer does not delete the pre-filled country prefix.
  2. Ask the customer to verify that their mobile number is active on WhatsApp and capable of receiving international business messages.
📸 SCREENSHOT PLACEHOLDER: SC-COD-029

Rivio popup mobile phone number input field showing country flag selector

Rivio popup mobile phone number input field showing country flag selector

Check 3: Has Your Shopify Usage Billing Ceiling Been Reached?

Why it matters: Because WhatsApp messages and verification emails are billed as Shopify App Usage Charges, Shopify will temporarily pause message dispatches if your store reaches its approved monthly spending limit.

How to Fix:

  1. In your Shopify admin, open Apps → Rivio COD & Partial Payments.
  2. Navigate to Pricing (or go to Customer messages).
  3. Check the Message charges card.
  4. If an alert indicates the usage cap has been met, click Increase usage cap to authorize additional message capacity via Shopify's billing approval screen.
📸 SCREENSHOT PLACEHOLDER: SC-COD-030

Rivio COD pricing card showing approved usage ceiling and status

Rivio COD pricing card showing approved usage ceiling and status

Configuration Summary Table

Verification Channel Common Symptom Likely Root Cause Solution
Email OTP Code not in inbox Routed to Spam or Promotions Search for support@rivioapps.com; mark as Not Spam.
Email OTP Zero emails sending Domain or email typo Customer entered invalid email domain (e.g. @gmial.com).
WhatsApp OTP Message not arriving Missing international dial code Enter number with country code prefix (e.g. +91).
Both Channels Codes stopped storewide Shopify usage ceiling reached Increase monthly usage cap in Apps → Rivio COD → Pricing.

Example Scenario

Resolving Delivery Delays for Hotmail and Yahoo Users

A merchant noticed that while Gmail users received verification emails within 5 seconds, several Hotmail users reported waiting up to 5 minutes. After investigating, the merchant discovered Microsoft's SmartScreen filter was holding transactional messages for inspection. By enabling WhatsApp OTP verification as an alternative, mobile shoppers could choose WhatsApp and receive their codes instantly.

Important Notes & Limitations

Messages that fail to deliver are never billed to your account. You only pay for messages that successfully reach the recipient's device.

The verification code expires automatically after 10 minutes to protect customer security. If a code expires, the customer can click Resend code directly in the popup.

Related Guides

Need Help?

Still experiencing OTP delivery issues across your store? Contact our communications team!