Why SARS eFiling is not sending your one-time PIN

Direct answer

SARS eFiling sends an OTP to the cell number or email address saved as your eFiling security contact. Check the channel selected on the screen and the contact you have registered. If that contact is outdated or unavailable, eligible South African citizens can use Update Contact Details from the login screen and complete biometric verification before receiving an OTP at the new contact.

SARS does not state that one missing OTP proves one particular cause. Treat it as an authentication and contact-details problem first, not as proof that you are under audit or that your tax account is blocked.

What this means in practice

An OTP is a time-sensitive, six-digit security PIN used to authenticate certain eFiling actions. The system sends it to the contact information on the eFiling profile, not necessarily to every email address or number associated with the taxpayer. SARS allows only two OTP resend attempts for security reasons.

The important distinction is between eFiling security contact details and SARS registered contact details. Your security contact details support eFiling authentication. Registered entity contact details are used for tax-related correspondence. Updating one does not automatically update the other.

Step-by-step

1. Check the delivery option displayed by eFiling.

SARS lets a user receive an OTP by SMS or email. Confirm which option the current screen offers, then check the relevant mobile device or inbox. Use the OTP before the time period displayed by eFiling expires.

1. Use the resend function carefully.

If eFiling offers a resend option, use it only as needed. SARS says you can opt to resend an OTP twice. Do not keep restarting the login process in the hope that it changes which stored contact receives the code.

1. Update security contacts if they are wrong or inaccessible.

From the eFiling login screen, choose Update Contact Details. Complete the requested personal details, including first name, surname and South African ID number, then follow the biometric instructions. SARS says this login-screen function is available to registered eFilers who are South African citizens.

1. Complete biometric verification.

SARS requires you to pass biometric facial recognition before you can change security contacts from the login screen. Use a camera-enabled device and follow the onscreen prompts. Once successful, enter the new cell number and email address, select the preferred communication method and submit.

1. Confirm the new security contact.

SARS sends an OTP to the newly chosen communication method. Enter the OTP on eFiling to confirm the update. Then return to the task that required authentication.

1. Use SARS support if this route does not apply.

SARS says a non-South African citizen who has forgotten security contacts, or a user who fails biometric verification, should call the SARS Contact Centre or book a SARS appointment. Follow that direction rather than trying to use somebody else's profile.

Documents and records to keep

• Your first name, surname and South African ID number for the login-screen update route.
• A camera-enabled device for biometric verification.
• Access to the new email address or cell number selected for OTP delivery.
• Any SARS confirmation that the security contact was updated.

Do not give an OTP to TaxProof, a tax practitioner or a caller. The code is part of the security check for your profile.

Important limits and exceptions

SARS's guidance does not give a universal technical diagnosis for a missing OTP. Avoid concluding that a number has been blacklisted, that a return has been rejected or that SARS has placed a hold on a refund unless SARS has specifically communicated that.

The login-screen contact-update route is not available to every user. It requires registered eFiler status, South African citizenship and successful biometric verification. Where the route is not available, the SARS Contact Centre or an appointment is the stated fallback.

When to get tailored advice

Seek help if an OTP issue prevents an urgent filing, payment or response to a SARS notice, especially where a company, trust or registered representative is involved. The immediate problem may be access, but the correct person and portfolio still matter.

TaxProof can help you organise notices and records after access is restored. SARS controls the OTP and authentication process.

Related TaxProof guides

• SARS verification, audit and tax debt
• How do I change my SARS eFiling mobile number or email address? (B01-ADM-003)
• How do I reset a forgotten SARS eFiling password? (B01-ADM-001)

Sources

• SARS, Guide to Register for eFiling and Manage your User Profile
• SARS, Guide to submit your Individual Income Tax Return via eFiling