Error with OTP code or Clay code

The one time password code (OTP) or Clay code is needed when attaching the lock, opening the lock remotely, putting the lock into EOM remotely or detaching the lock.

The code sometimes can be invalid, AKA otp_invalid, or error code 3102, there are the following causes:

1. The code is expired, an OTP code has a validity of 3 minutes maximum.
2. The user is logged in with different accounts on the SaltoKS website and SaltoKS app.
3. The phone time is incorrect. There can be a maximum of 3 minutes of difference between the actual time and the phone time.

A classic case is phone clock is set for 10:30, and system clock is actually 10:34 from KS system, the user gathers the OTP, and tried to use it (remote opening, attach lock, detach lock, reset IQ), it will failed, KS app will show Incorrect One time password or otp_invalid.

If the user is experiencing an error with otp, if you want to check with Clay support, please prepare the following thing:

1. The user email

2. The IQ in question (mac address or UID)

3. The timestamp the user performed the action.

4. The error message the user received

If the user is not seeing any IQ to be activated

Please check this: https://claysolutions.freshdesk.com/a/solutions/articles/101000412455

If the user is not getting code via SMS or email

Please make sure the IQ is online, and suggest the user to click the resend button few times to get the command executed, also send code over email option will be available, the user can click on that.