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Separate password problems from OTP delivery problems so users do not reset the wrong thing.
Password issue symptoms
A password issue usually appears after the account identifier is accepted. The user should confirm caps, saved password, device changes, and whether reset is actually needed.
OTP issue symptoms
OTP issues usually happen before login completes. Phone format, SMS delay, resend timing, and SIM signal are more relevant than password reset at this stage.
How to choose the path
Start with the screen where the user gets stuck. If it is phone verification, use OTP checks. If the account passes verification but login fails, use password or account-lock checks.
K1 public evidence note
This page uses K1-only public evidence collected on 2026-06-13. B9 is not used as K1 evidence.
Action checklist
- Write down the exact screen where login stops.
- Do not request OTP repeatedly too fast.
- Try password reset only after phone format is confirmed.
- Save the first error message for support.
FAQ
Can OTP delay look like a password problem?
Yes. Users often move to password reset when the real issue is phone verification or delayed OTP.
When should I reset the password?
Reset only after confirming the account identifier and phone/OTP step are not the blocker.
What evidence helps support?
The phone format, timestamp, exact message, and whether the problem happened before or after OTP.
Next navigation step
Choose the page that matches the exact K1 task
Keep the current page focused, then move into the nearest guide, support page, or register route only after the check above is complete.