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vor 5 Stunden
Hello @Mfyg22,
thanks for your message.
I’m sorry to hear about the difficulties you are facing while trying to receive OTPs from the Philippines. Could you please verify that you have correctly entered your phone number with your eWallet Provider?
Your phone number should be entered either as +49 at the beginning or as 0049, 049, or 49. Please check with your provider which format needs to be used. Additionally, kindly check your messages app and look in the spam tab, as the message may have been moved there accidentally.
Please give us a heads-up, if this has worked out for you.
Thank you.
Best regards
Luke
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vor 2 Stunden
Hi again@Luke B. I’ve updated my phone’s OS and reset network settings. It unfortunately still does not work. I am available at 18:00 CET today or 9:00 to 10:00 CET tomorrow.
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vor 59 Minuten
Btw, I also have the latest version of the ewallet app in case that’s what you meant by updating the software. I am available to jump on a call at any time tomorrow morning CET.
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vor 55 Minuten
@Mfyg22
Thanks again for your update and for your patience.
As you have already checked those things, I have also checked your contract on our end. On our end, everything seems to be fine, and your phone is connected to the network in the Philippines.
As a last result, please kindly check if you can receive SMS from other contacts, or maybe OTPs from other services except your eWallet provider. I'm afraid I can't offer you any other option, regarding your issue. We also don't have any option to check the network in the Philippines and the coverage.
I would recommend, that you contact your eWallet Provider. There could be a possible service outage, which would explain the OTPs which don't arrive.
Thanks a lot you for your patience.
Best regards
Luke
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