--- title: I didn't receive the OTP (one time password) when trying to access my Wallex account. What should I do? description: If you're not receiving the OTP, follow these steps based on your preferred delivery method (email or SMS) --- [Skip to content](https://help.wallex.asia/didnt-receive-otp#main-content) English Show submenu for translations ![Wallex by MDAQ Colour.png\]](https://help.wallex.asia/hs-fs/hubfs/Wallex%20by%20MDAQ%20Colour.png?height=50&name=Wallex%20by%20MDAQ%20Colour.png) Open main navigation Close main navigation - English Show submenu for translations - Go to Wallex Go to Wallex How can we help? - There are no suggestions because the search field is empty. 1. [Help Page](https://help.wallex.asia/?hsLang=en) 2. [Account Management](https://help.wallex.asia/account-management?hsLang=en) 3. [Account Privacy](https://help.wallex.asia/account-management?hsLang=en#account-privacy) # I didn't receive the OTP (one time password) when trying to access my Wallex account. What should I do? ## If you're not receiving the OTP, follow these steps based on your preferred delivery method (email or SMS) **For OTP via Email:** 1. Check your spam or junk folder, as the email may have been flagged as spam. 2. If it’s not in spam, consider adding Wallex to your safe sender or whitelist to prevent future issues. **For OTP via SMS to Your Registered Mobile Phone:** 1. Ensure there are no restrictions on your device that may block SMS messages. 2. Clear older messages on your device to ensure there’s enough space for new messages. 3. Try restarting your device or toggling airplane mode off and on to refresh your network connection. 4. Test the SIM card in another device to rule out any issues with the phone itself. 5. Confirm your device isn’t roaming, as this may impact message delivery. 6. Double-check that your phone number is valid and accurate in our system. **Note:** OTPs may not be delivered if you are in a restricted country or using a phone number from an unsupported region, such as China and Russia. Feel free to reach out to your dedicated Account Manager or contact our support team at [contactus@m-daq.com](mailto:contactus@m-daq.com) - [Getting Started](https://help.wallex.asia/getting-started?hsLang=en#main-content) - [General Information](https://help.wallex.asia/getting-started?hsLang=en#general-information) - [Registration](https://help.wallex.asia/getting-started?hsLang=en#registration) - [Akun Wallex Indonesia (Bahasa)](https://help.wallex.asia/getting-started?hsLang=en#akun-wallex-indonesia-bahasa) - [Account Management](https://help.wallex.asia/account-management?hsLang=en#main-content) - [Account Privacy](https://help.wallex.asia/account-management?hsLang=en#account-privacy) - [Account Setting](https://help.wallex.asia/account-management?hsLang=en#account-setting) - [Account Verification](https://help.wallex.asia/account-management?hsLang=en#account-verification) - [Introduction of Authenticator App (TOTP)](https://help.wallex.asia/account-management?hsLang=en#introduction-of-authenticator-app-totp) - [Global Payment](https://help.wallex.asia/global-payment?hsLang=en#main-content) - [Guideline](https://help.wallex.asia/global-payment?hsLang=en#guideline) - [General Information](https://help.wallex.asia/global-payment?hsLang=en#general-information) - [Sending Money](https://help.wallex.asia/global-payment?hsLang=en#sending-money) - [Payment Issues](https://help.wallex.asia/global-payment?hsLang=en#payment-issues) - [Receiving Issue](https://help.wallex.asia/global-payment?hsLang=en#receiving-issue) - [International Collection](https://help.wallex.asia/international-collection?hsLang=en#main-content) - [Closure of DBS Unnamed Virtual Accounts](https://help.wallex.asia/international-collection?hsLang=en#closure-of-dbs-unnamed-virtual-accounts) - [General Information](https://help.wallex.asia/international-collection?hsLang=en#general-information) - [Incoming Money](https://help.wallex.asia/international-collection?hsLang=en#incoming-money) - [Receiving Issue](https://help.wallex.asia/international-collection?hsLang=en#receiving-issue) - [Multi-Currency Wallet](https://help.wallex.asia/multi-currency-wallet?hsLang=en#main-content) - [General Information](https://help.wallex.asia/multi-currency-wallet?hsLang=en#general-information) - [FX Conversion](https://help.wallex.asia/fx-conversion?hsLang=en#main-content) - [General Information](https://help.wallex.asia/fx-conversion?hsLang=en#general-information) - [Wallex API](https://help.wallex.asia/wallex-api?hsLang=en#main-content) - [General Information](https://help.wallex.asia/wallex-api?hsLang=en#general-information) - [Others](https://help.wallex.asia/others?hsLang=en#main-content) - [Wallex Company Name Change](https://help.wallex.asia/others?hsLang=en#wallex-company-name-change) - [Referral](https://help.wallex.asia/others?hsLang=en#referral) - [Global Account](https://help.wallex.asia/others?hsLang=en#global-account) - [Wallex Malaysia](https://help.wallex.asia/others?hsLang=en#wallex-malaysia) Wallex is a payments solution by M-DAQ Global Pte. Ltd., a leading fintech group driving seamless cross-border transactions through a comprehensive suite of payments and foreign exchange (FX) solutions. For more information, visit wallex.asia or email us at contactus@m-daq.com. Copyright © 2026, M-DAQ Payment Solutions Pte. Ltd