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Quick answer
The OTP used during SHA registration confirms that the phone number belongs to you and captures your consent, or that of a spouse or dependant being added. When it doesn't arrive or fails to validate, the cause is usually tied to the phone line itself rather than SHA's system.
Key things to know
- OTPs confirm both the phone number and consent during registration.
- A common cause SHA Desk sees is a phone line registered under a different ID number.
- Network issues and incorrect number entry are other frequent causes.
- Repeated OTP failures on the same number are worth looking into rather than retrying endlessly.
What this means
An OTP, or one-time PIN, is a short code sent to a phone number to confirm it's genuinely being used by the person registering. In SHA's process it also serves to capture consent — for example when a spouse or dependant is being linked to a household.
What the OTP is actually checking
When SHA sends an OTP, it's confirming two things: that the phone number entered is real and reachable, and that the person holding that phone has agreed to what's being registered. For spouses and dependants, this consent step matters because it confirms the other person is genuinely aware of being added.
Why OTPs sometimes don't arrive
Simple issues like poor network coverage, a typo in the phone number, or a phone that's switched off can all delay or block an OTP. These are usually solved by trying again once network is stable or double-checking the number entered.
A common cause SHA Desk sees is a phone line registered under a different ID number from the person trying to use it for SHA — for example a line bought second-hand or registered by a relative. Because the OTP system is tied to how the SIM is registered, this mismatch can cause repeated failures that retrying alone won't fix.
When it's a consent issue rather than a technical one
If you're adding a spouse or dependant and the OTP goes to their phone, the process depends on them actually receiving and responding to it. If they're unreachable, don't have the phone on them, or aren't aware they're being asked to confirm something, the registration step can stall even though nothing is technically broken.
Why you may be seeing it
- The OTP never arrives after several attempts
- The OTP arrives but is rejected as invalid
- A spouse or dependant's OTP step isn't completing
- Registration keeps restarting at the OTP stage
Common situations
Common scenario
SIM bought second-hand
Someone using a phone line that was previously registered under another person's ID may find SHA's OTP step behaves inconsistently, since the line's registration doesn't match the identity being used for SHA.
Common scenario
Spouse not immediately reachable
A household adding a spouse as a dependant may find the process stalls if the spouse's phone is off or they're not available to confirm the OTP at that moment.
What information may matter
- Whose phone number is actually being used for the OTP
- Whether that SIM is registered under your own ID
- Whether network coverage was stable when the OTP was requested
- Whether a spouse or dependant's consent step is the one stuck, not yours
What you can check
- Confirm the phone number entered is correct, with no typos.
- Check whether the SIM is registered under your own ID number.
- Try requesting the OTP again once you have stable network coverage.
- If it's a dependant's or spouse's OTP, confirm they're reachable and aware of the request.
Common mistakes
- Repeatedly requesting new OTPs without checking whether the SIM's registration matches the ID in use.
- Entering a number you no longer actively use for registration.
- Assuming a stuck dependant OTP step is a problem with your own registration.
When assistance may be useful
If OTPs keep failing and you're not sure why, SHA Desk can help you work out whether it's a network issue, a number mismatch, or something else.
WhatsApp SHA DeskCommon questions
Why would an OTP fail even with good network?
A common cause SHA Desk sees is the phone line being registered under a different ID number than the one used for SHA registration.
What is the OTP actually confirming?
It confirms the phone number is valid and reachable, and captures consent — which matters especially when adding a spouse or dependant.
Can I use someone else's number for my own OTP?
This is best avoided, since the OTP is meant to confirm your own identity and consent, not someone else's.
What if my spouse's OTP step is the one stuck?
That step depends on your spouse being reachable and able to confirm it — it isn't something you can complete on their behalf.
Official sources & references
Official procedures, requirements and benefits are set by the relevant authorities and can change.
By SHA Desk · Managed by Cyber Kenya
Published 7 October 2026. SHA Desk is an independent assistance service — not SHA, the Digital Health Agency or a government office. About SHA Desk