SMS verification issue when login
@Cooper_Amazon @Quincy_Amazon @Danika_Amazon I'm not from the USA and my phone number is entered correctly according to the international standard with +94********** , but when i login the seller central the SMS with a pin code for verification does not come.
I've already made many attempts and to no avail. There is another option to call but that one also not working.
This issue is being for a long time now.
So the number is correct and works, this problem is with Amazon.
What should I do in this situation?
7 replies
Steve_Amazon
Hi @Seller_eb92qxnXffpRM,
Steve form Amazon here, thank you for reaching out. I am checking in here to see if this issue is still occurring for you? If so, please provide the latest case ID you have created to Seller Support for this and I am happy to review further.
Thanks,
Steve
Steve_Amazon
Hi @Seller_eb92qxnXffpRM,
The team is asking if this issue is happening for the US store? If so, they are asking for the original case ID for the case you have created to Seller Support for this issue.
Please provide that information.
Thanks,
Steve
Steve_Amazon
Hi @Seller_eb92qxnXffpRM,
The team has concluded their investigation and can affirm that the SMS messages were successfully sent from the Amazon network; however, they were subsequently blocked by the carrier.
Which means that there is likely a problem with the carrier side, and we will need to ask you to reach out to the carrier support.
Below are a few common scenarios which could cause issues from the end user/carrier side.
- The carrier might not support text messages.
- The user could have a carrier or account block to receive the SMS. If yes, please talk to the carrier to unblock them.
- It could happen that the handset would not be in network when the messages were sent, please confirm your mobile is in the network coverage area.
- The user may have a payment issue, please confirm if they have sufficient credits to receive an SMS.
- The user may be blocking unknown numbers in their settings, which can be done via settings on some Android phones, talk to the carrier for the instructions to change the settings.
- The user may have purposely or accidentally blocked the number in their contacts, in this case please talk to the carrier on this.
- If any short codes are blocked, unblock them by reaching out to the respective carrier.
- If the SMS is not received and the end user's carrier is T-Mobile, please contact T-Mobile to remove all “short code blocks” and all “blacklisting of numbers/short codes, most of the time the long code 18888927180” from T-Mobile is blocked. Please reach out to T-Mobile in this case.
After reaching out to your carrier, please let me know know if you are continuing to run into issues with this.
Thanks,
Steve