I am not receiving OTP codes when I try to log in to my account. – SANSOLS

Introduction

This troubleshooting guide is designed to help users of the SANSOLS platform who are experiencing issues receiving One-Time Password (OTP) codes during login. Timely receipt of OTPs is crucial to securely accessing your account and managing permits, visas, and licenses for foreign workers in Sarawak.

Issue description

Users may find that OTP codes are not received when attempting to log in to their SANSOLS accounts. This can prevent access and delay critical permit or visa management tasks.

Signs of the issue

No OTP code received via SMS or email after clicking "REQUEST OTP".
Login process stalls or shows an error message related to OTP delivery.
Delay beyond expected OTP delivery time, typically several minutes.

Basic troubleshooting steps

Verify that the registered phone number and email address in your SANSOLS profile are current and correct.
Check your mobile network signal strength and ensure SMS messages are not blocked or filtered by your device or carrier.
Ensure email spam or junk folders are checked if OTPs are sent via email.
Attempt logging in from a different device or network to rule out device-specific or connectivity issues.

Information required for investigation

To assist our support team in investigating your OTP delivery issue, please provide the following details:

Company Registration Number associated with your SANSOLS account.
The specific SANSOLS application or module you are trying to access (e.g., Permit issuance, Visa management).
A screen recording of the login process up until you click the "REQUEST OTP" button.
If available, include a detailed description of the issue observed, any error messages displayed, and timestamps or screenshots.

Next steps

Upon receipt of the above details, our support team will promptly investigate the issue and provide updates regarding the resolution process. We appreciate your cooperation and patience.

Contact support

For further assistance, please contact the SANSOLS support team through the official Genesis Sarawak portal: https://genesis.sarawak.gov.my/SANSOLS