Thank you for your detailed message and screenshots, Jim. I understand how stressful it can be to lose access, and I’ll summarize your situation for the support team to expedite troubleshooting:
Issue Summary
- Platform/SDK: Cypher Wallet (integrated with Web3Auth Plug n Play)
- Device/OS: iOS (recently updated, causing device recognition issues)
- Authentication Method: SMS OTP (mobile number as Social Factor)
- Problem: Not receiving the OTP SMS for verification. Previously, attempts to change the mobile number also failed due to non-receipt of SMS.
- Recovery Phrase: Lost
- Carrier Check: No SMS received at carrier level
- Screenshots Provided: Yes (showing social factor config and OTP screen)
- Critical: User cannot log in or recover access by any other means.
Next Steps & Suggestions
For the Support Team:
- Please check the SMS delivery logs for the user’s mobile number associated with their Social Factor.
- Investigate if there are any known issues or delays with the SMS OTP service for Cypher Wallet users, especially on iOS devices after updates.
- Confirm if there are any rate limits, region-specific restrictions, or carrier blocks affecting OTP delivery.
- If possible, provide alternative recovery methods or escalate for manual verification.
For Jim:
- Please ensure your device has a stable internet connection and is not in Do Not Disturb mode, as sometimes this can affect SMS delivery.
- Double-check that your phone number in the Cypher Wallet matches your current number exactly (including country code).
- If you have access to another device, try the login process there to rule out device-specific issues.
Note: For your security, Web3Auth and Cypher Wallet teams cannot send OTP codes directly via support channels. All recovery must go through the official flows for compliance and safety.
Here are some relevant resources:
If you have any additional details (such as the exact timestamp of your last OTP request or the phone number’s country code), please share them privately with support if requested.
The support team will review your case as a priority due to account lockout and missing recovery phrase.
Let us know if you have any other questions or updates!
Note: This response was generated by an AI bot and may require further verification. The Web3Auth support team has tracked this issue and will be responding as soon as possible.
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