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Number not provisioned after installation/not showing up as active in the Enterprise Console (EC)

After installing the application, the number does not appear as Active in the Enterprise Console. The SMS one-time password (OTP) was not received or did not send.

Recommended Troubleshooting Steps

  1. Confirm SMS delivery status

    • Verify that the device has mobile signal and is not in airplane mode.

    • Confirm the phone can receive standard SMS messages from other senders.

  2. Do not resend the SMS OTP

    • Do not attempt to send the SMS OTP again.

    • Repeated OTP attempts can lock the provisioning workflow and delay activation.

  3. Allow time for initial provisioning

    • Wait several minutes after installation to allow backend provisioning to complete.

    • Restart the device once, if not already done.

Why this may occur
SMS OTP delivery is a one-time provisioning step. If the initial OTP is delayed, blocked, or not delivered, retrying the message can place the MDN into an inconsistent state that prevents activation in the Enterprise Console.

When to escalate

  • If the SMS OTP was not received and the MDN does not become active, escalate by creating a help desk ticket with Sky Peak Technologies.

Include the following details in the ticket

  • MDN (masked if required)

  • Time and date of installation

  • Confirmation that SMS OTP was not received

  • Device model and OS version