Main reasons for errors delivering one-time passwords for My Kaspersky or Small Office Security Management Console

Issue

You don't receive single-use passwords within the specified period of time.

Solution

See possible causes and solutions in the table:

Cause	Solution
A fault with the mobile phone.	Fix the fault with the mobile phone and request a new one-time password.
The SMS with the password ended up in the spam folder or a folder for suspicious messages.	Check these folders on the phone.
A malfunction with the mobile connection.	Contact the technical support department of your mobile network provider or request a new one-time password a little later.
The mobile phone has been infected with a virus.	Scan the mobile phone using an anti-virus app, for example, Kaspersky for Android, and fix the issue. Request a new one-time password.
One-time passwords cannot be sent to phones in your region.	Check whether this feature is available by contacting Kaspersky Customer Service.

 

What to do if the solution did not help