Help
Before you message us
Most issues are answered right here — check this first, it's usually faster than waiting on a reply.
My number isn't receiving a code — what should I do?+
Don't wait out the full timer if you're not getting anywhere — tap "Replace number" on the waiting screen. This gets you a fresh number for the same purchase at no extra charge, and often works when the first one doesn't. If it still doesn't work after a couple of tries, cancel and try a different country for the same service — some countries are more reliable than others for certain apps.
I made a payment and my wallet balance hasn't updated yet.+
If you paid by bank transfer, it isn't always instant — transfers can occasionally take a few hours to clear before we're notified and your wallet is credited automatically. If it's been several hours and your balance still hasn't updated, email us with the amount and roughly when you paid.
Will I be refunded if no code arrives?+
Yes, automatically. Every purchase has a countdown shown on screen — if nothing arrives before it runs out, your wallet is refunded on its own. No ticket, no waiting on us.
Can I cancel a purchase for a refund myself?+
Yes, but only after the first 2 minutes have passed — that restriction comes from our upstream number provider, not from us. Once a valid code has actually been delivered to you, that purchase is final and can't be refunded even if you cancel afterward.
Why do some services/countries fail more than others?+
It's not a bug — virtual numbers get reused across many platforms over time, and some apps (Telegram especially) send codes to an existing account tied to the number instead of as a plain text message if the number was previously registered elsewhere. Some country/service combinations are also just less reliable than others at any given moment. We're actively working on improving this behind the scenes.
A code arrived but the number turned out to be unusable — can I get a refund?+
Sometimes a number is technically "delivered" but doesn't actually work for you — the target platform asks for 2FA you can't complete, or the number was already registered to someone else on that service. These are edge cases and get reviewed individually rather than auto-refunded, since the standard rule is that a delivered code makes a purchase final. Email us with what happened and we'll take a look.
Do I need to submit ID or documents to use OTPBox?+
No. Just an email and password, or sign in with Google.
Can I withdraw my wallet balance as cash?+
No — wallet balance has no cash value outside the platform and can't be withdrawn or transferred to another account. It can only be used to buy numbers here.
What am I not allowed to use OTPBox for?+
Anything illegal, fraud, impersonation, or account takeover — see our full Terms of Service for details. We may suspend accounts engaged in this.