OTP Step Not Showing After Enabling Phone Verification

If you’ve enabled Phone Verification in your form but the OTP (One-Time Password) step isn’t appearing, don’t worry, here’s a detailed guide to help you troubleshoot and get it working.

What You Should See

When Phone Verification is working correctly:

• The form will show a step that says something like “Enter the code we sent to your phone” after the user fills in their phone number.
• This step should automatically appear after the phone field if all settings are correct.

Step-by-Step Troubleshooting

1. Check That the Phone Field Is Properly Set Up

The OTP step only appears if your form contains a valid Phone field.

• Make sure your form has a Phone step
• The field type and value type must both be set to Phone
• Ensure the phone field is not hidden

2. Confirm That Phone Verification Is Enabled and Saved

• Go to your form’s Lead Verification tab
• Turn ON Phone Verification

• Don’t forget to click Save after updating

  If you forget to save, your changes won’t apply and the OTP step won’t show up.

3. Preview and Test the Form With a Valid Number

Once your settings are in place:

• Use Preview mode and enter a valid phone number
• Enter a valid phone number
• The OTP step should show after the phone field

4. Make Sure You Have Enough SMS Credits

Phone verification uses SMS credits from your account.

• Make sure you have enough SMS verification credits
• If you're out of credits, the OTP step won’t be triggered even if all settings are correct

Still Not Working?

If you’ve reviewed all the steps and the OTP still isn’t showing, we’re happy to help. Contact us at support@leadcapture.io, and we’ll take a closer look!