It had been quite some time since I opened the BigPay app, and I have been logged out. To log back in, I need to select my region and enter my mobile number to receive an OTP via SMS.
At around 10:00am on September 27th, 2025, repeated requests for OTP on the BigPay app were met with silence. I proceeded to look for a solution on their website and found the following:
d) Login SMS Issues
BigPay’s Login OTP is a 6-digit OTP number. If you haven’t received the SMS, please try the following steps to troubleshoot:
1) Put your phone on and off flight mode.
2) Take out your SIM card, wipe it, put it back in.
3) Change your internet network. Eg: Use WIFI instead of 4G or 4G instead of WIFI to refresh the network. Or, enable Flight Mode for 5 seconds and then disable it.
And on another page,
If you do not receive a Login SMS, you can follow the steps below:
→ Ensure that you’re using the same number that you used to register for a BigPay account
→ Turn on airplane mode and turn it off
→ Remove the SIM card from the device, wipe it clean, and put it back in
→ If you are using mobile data, you can connect your mobile to a Wi-Fi network and request an SMS again
→ If you are using a Wi-Fi network, use mobile data instead and request an SMS again
If you are still having problems receiving an SMS, you can follow the steps below:
→ Restart your device
→ Delete the BigPay app from your device
→ download the BigPay app from Google PlayStore or Apple App Store to reinstall
I don’t know if they are trying to make their customers look stupid? Maybe they have forgotten about an important step — Factory Reset. But anyway…
I opened Facebook, found their page and initiated a private message. I was asked for my name and email address and was told that they would get back to me. I was also asked to contact their team using the app. I then realised that I could chat with them on their app without actually signing into my BigPay account.
At 10:22am the same day, in their app, I described my problem to their AI bot and was asked for additional information, including mobile number and mobile service provider. I was then told to wait for their email.
At 10:35am, email from BigPay arrived, containing a copy of my chat with their AI bot.
At 11:05am, another email from BigPay,
Regarding your inquiry about the OTP not being received, please note that the OTP has been sent to your phone number ending with xxxx.
We advise you to contact your telco provider to check if there are any SMS blockages from the numbers 62033 or 63633.
At 11:08am, I called Maxis at their phone number: 123. After waiting around 15 minutes listening to their advertisements and background music, a human greeted me on the other end, but it was the wrong department. After accusing her of being a busybody, she passed me to the correct department.
I was told to look into my phone for SMS from 62033 or 63633. I received some SMS on 62033 from Air Selangor recently on September 24th, 2025 but there hasn’t been any on 63633 since September 7th, 2024.
I also assured Maxis that I do not have any call filtering services installed in my phone.
Further into the conversation, I was promised by Maxis that they would find out what had caused the problem.
At 11:22am, another email from BigPay, with the following:
(11:21:03) Nabil: Hello! Thank you for reaching out to us at BigPay, I’m Nabil!
(11:21:48) Nabil: As per our records, the OTP code has been successfully sent. Kindly verify with your telecommunication service provider regarding the receipt of the OTP SMS for further assistance.
Please do not hesitate to contact us if you require any additional support.
So at this point in time, BigPay says they have already sent out the OTPs via SMS while Maxis also said they have received those SMS from BigPay and forwarded the same to me.
But where did they go?
On the same day, from 1:43pm to 2:05pm, I have finally received them OTPs – all 24 of them, on the short-code 62000!
What followed next? — Returning to emails, AI chat bots, Facebook Messengers etc to inform both BigPay and Maxis that I have received them OTPs.
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