Set up OTP verification for visitors

Set up OTP verification for visitors

OTP verification asks a visitor to enter a one-time code (OTP) before they continue checking in. It confirms that the phone number or email address they entered really belongs to them. You turn it on separately for each visitor type.

Before you start

  • You need to be an Admin or Location Admin.
  • Availability: if this option is greyed out or missing, contact your Vizmo account manager.
  • Codes are sent by SMS or WhatsApp, so those channels must be switched on for the location. See Manage location notifications.

Turn on OTP verification

  1. Sign in to the Vizmo portal, select your location and go to Visitors > Settings > Visitor Types.
  2. Select the visitor type to change.
  3. Open the Phone Screen tab. It is called Phone / Email Screen when email check-in is on.
  4. Turn on OTP Verification to ask new visitors for a code.
  5. Optional: turn on Returning Visitor OTP Verification to ask returning visitors for a code on every visit.
  6. Optional: turn on Skip OTP Verification to let visitors skip the code.
  7. Select Save at the top of the page.

Phone Screen tab with the three OTP toggles

What visitors see

At check-in, the visitor enters their phone number (or email address). They select Send OTP, receive a six-digit code and enter it. If the code does not arrive, they can select Resend OTP after a short wait.

  • The code goes to the visitor's phone by WhatsApp if WhatsApp is switched on for the location, and by SMS if not. Visitors who check in with an email address get the code by email.
  • If Skip OTP Verification is on, the button reads Skip instead of Verify, so a code is not guaranteed for every visitor.

Things to know

  • Returning Visitor OTP Verification and Skip OTP Verification can only be turned on after OTP Verification is on.
  • A returning visitor whose phone number or email address was verified before is not asked again, unless Returning Visitor OTP Verification is on. This applies when Allow Returning Visitors is on for the location. See Configure check-in settings.
  • A visitor who has already verified their phone or email during the same check-in is not asked again.

Troubleshooting

  • The toggles are greyed out. You may not have permission to change visitor types. Otherwise, contact your Vizmo account manager.
  • Returning Visitor OTP Verification or Skip OTP Verification is greyed out. Turn on OTP Verification first.
  • A visitor did not receive the code. Check that SMS or WhatsApp is on for the location, that the phone number is correct and that the visitor's phone has signal. If the code was sent by WhatsApp, ask the visitor to check their SMS too. They can select Resend OTP after a short wait.
  • Visitors are not asked for a code. Check that the toggle is on for the visitor type they chose, and that they are not a returning visitor who was already verified.

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