Why didn’t I receive my SMS verification code ?

If you cannot receive the SMS verification code, it can be due to various factors. To help you resolve the issue, we’ve compiled the most effective solutions below. Please try these steps based on your specific situation.

Self-troubleshooting guide: 7 steps to quickly identify and resolve issues

You can also troubleshoot by following the steps below in order, which can solve most cases where you cannot receive a verification code:

Step 1. Refresh your mobile network signal.

Turn on the airplane mode of your phone, wait about 10 seconds, and then turn it off to reconnect to the network. Try to obtain the verification code again.

Step 2. Check SMS blocking settings.

Some security management apps or mobile phone systems will mistakenly block verification code SMS. Please check:

The built-in spam or junk message folder on your phone.
The blocked SMS records of any third-party security applications (e.g., Phone Manager, 360 Security).

Step 3. Check phone storage and SIM card status.

Inbox full: Delete unnecessary SMS to free up space.
SIM card malfunction: Try inserting your SIM card into another phone to see if you receive the code. This will help determine if the issue is with your phone or SIM card.
SIM card oxidation: Remove the SIM card, gently wipe the chip with a clean, soft cloth, and reinsert it.

Step 4. Check your balance and account status.

Please note: If your phone service has recently been suspended due to unpaid bills, some commercial SMS may not arrive even after reactivation, typically for up to 24 hours. We recommend you:

Ensure your phone account has a sufficient balance and is not suspended due to unpaid bills.
If it is indeed the first day after service reactivation, try obtaining the code again the next day, or use another phone number to receive it.

Step 5. Confirm the status of the local network and carrier.

In rare cases, there may be temporary issues with the mobile network or your carrier (China Mobile, China Unicom, or China Telecom) in your area. We recommend you:

Wait a few minutes and try again.
Check with friends on the same carrier in the same area to see if they are experiencing similar issues.

Step 6. Check the SMS receiving function of your phone.

Make sure that you haven't accidentally disabled SMS reception on your phone. Check if the message notifications are enabled in Settings > Message > Notification.

Step 7. Restart your device and reinsert the SIM card.

After completing the above checks, you can try:

Restarting your phone: Power off your phone, wait a minute, and then power it on.
Reinserting the SIM card: Power off your phone, remove the SIM card, reinstall it securely, and then power your phone on again.

Alternative option: Contact customer service immediately

If you need urgent assistance or if the issue remains unresolved after trying the following steps, we recommend contacting our customer service team directly.

Call our customer service hotline: Dial 4000712688.
Use online customer service: Click the online customer service option in our app or on our website to get help.

Both methods will connect you with a dedicated support representative. If you need urgent assistance, calling is the most efficient way.

Tips: In most cases, following these steps—refreshing your network signal, checking for SMS blocking, and restarting your device—can resolve the issue. If you still can't receive the verification code, our customer service team is always ready to provide further assistance.