If you’ve requested an SMS one-time passcode to add a new payee and it hasn’t arrived, don’t worry. This can sometimes happen due to temporary network delays. Here is how to check your connection and reset the process so you can try again.
1. Check your mobile signal
First, ensure your phone has a strong mobile signal and is capable of receiving both calls and texts. If you're in an area with poor reception, the code may be delayed. Once your signal looks good, you can move on to the next steps. ✅
2. Restart the process
If the code still hasn't arrived after a few minutes, you can manually reset the request within the app:
Enter any numbers into the code field on your screen.
Tap 'Submit'.
Repeat this five times.
After the fifth attempt, the app will take you back to the Add recipient page.
This reset clears the previous request and allows you to start the process from the beginning.
Note: Before you try again, double-check your mobile signal one last time to give the new SMS the best chance of landing. ⚠️
Still having trouble?
If you’ve tried the steps above and the code still hasn't arrived, please get in touch with us by sending a message us a message in the app. We'll be happy to help you get it sorted.