Fix OTP failures during the consent flow

During the consent flow, the institution (the data holder — a bank or energy retailer) sends a one-time password (OTP) to the end user to verify their identity. If the user never receives it, they can't complete the flow. This is one of the most common reasons users fail to connect an institution.

Who controls the OTP

The OTP is sent directly by the institution — not by Fiskil. Fiskil initiates the consent request and redirects the user to the institution's authentication page, but OTP delivery is managed entirely by the institution's systems. Fiskil has no visibility into whether the OTP was sent and no ability to resend it.

Common causes

• Outdated contact details at the institution. The OTP goes to the phone number or email the institution has on file. If the user changed their number or email without updating the institution, the OTP goes to the old contact. The user needs to update their details directly with the institution.
• Email caught by spam filters. If the OTP is delivered by email, it may land in spam or junk.
• SMS delivery delays. Carrier congestion can delay SMS delivery by several minutes.
• Institution-side system issues. Some institutions have intermittent OTP problems on their side. Fiskil can escalate persistent institution OTP issues to the relevant teams.
• Business account OTP routing. For business accounts, the OTP may be sent to an account administrator or nominated decision maker rather than the person attempting to connect. That person may need to receive and relay the OTP.

What to check before escalating

Ask the end user to confirm:

1. The phone number or email address they have registered with the institution is current.
2. They have checked their spam or junk folder.
3. They have tried requesting a new OTP — most institution flows have a resend option.
4. Which institution they are connecting, and whether the account is personal or business.

When to contact Fiskil support

If the issue affects a specific institution consistently and isn't a user-side problem, contact Fiskil support with the institution name and several affected end user IDs so the issue can be escalated to the institution.