Help CenterHelp Center / WhatsApp and notifications · Concept
What counts as a working code channel, and why code sign-in can be missing from your website.
A one-time code proves that a customer owns a phone number. Your shop uses it for sign-in, for phone verification at sign-up, at guest checkout and for cash on delivery confirmation. A code can only be offered when something can actually deliver it.
A code always goes to a phone, so only SMS and WhatsApp count.
| Channel | Counts as working when |
|---|---|
| SMS | Enable Login with SMS OTP or OTP verification of phone number is on, and the Default SMS Gateway has the details it cannot send without |
| The platform has WhatsApp codes on, WhatsApp sending is not paused, and either your connected shop has a usable Verification code (OTP) template or a code gateway is set by the platform |
The details each SMS provider needs:
| Provider | Must be filled |
|---|---|
| MSG91 | Auth Key |
| Twilio | SID, Access Token, From Phone |
| XpressSMS | API Key, Client Id, Sender |
| Brandmaster | User ID, API Key, Sender ID |
| Dummy (For Testing) | Never counts on a live shop. It sends nothing |
An empty Default SMS Gateway means no SMS channel.
While Use my own SMS provider is off, the SMS switches and gateway that count are the platform's shared ones, not the values on your tab.
E-mail never carries a website sign-in code. It is used for password reset codes only, and only when e-mail sending is on for your shop with a real provider. Enable Email OTP on the Email Settings tab is for e-mail codes in the customer app.
With neither SMS nor WhatsApp working:
Phone code delivery then warns: "No phone code can be delivered: the website hides code sign-in, and phone verification cannot be required."
A new shop starts in this state. Nothing is broken: no SMS gateway is chosen and WhatsApp codes are a platform decision.
| What is missing | Who can change it |
|---|---|
| The SMS Settings tab is not in your Settings | Support opens it for your shop, on a plan that includes your own SMS gateway. See SMS overview |
| WhatsApp codes are off for the platform | Platform staff. See WhatsApp sign-in codes |
| The SMS provider details are incomplete | You, on SMS provider details |
| The SMS code switches are off | You, on SMS Settings |
Shop › Settings › Social Login Settings › Phone code delivery shows one line per channel. Customer sign-in methods explains each line.
An SMS code is not sent to a foreign phone number unless your SMS gateway is Twilio. WhatsApp, when it is working, still carries the code.