How to change the mobile number for IRCTC agent OTP on SiOnline
For SiOnline IRCTC agents: log in at sionline.in, open Reports, Settings, Change Mobile & Email, choose the mobile number and submit, then verify the new number from IRCTC's ticketadmin email. A customer's wrong number on a PNR is a separate fix, under Reports, IRCTC Reports, Change Mobile Number for OTP.
How do you change the mobile number for your agent OTP login?
- Log in to your SiOnline retailer ID at sionline.in. That is the ID that starts with R, not your IRCTC agent ID.
- Go to Reports, then Settings.
- Click Change Mobile & Email, choose the mobile number, enter the new number and submit. The same option changes your WhatsApp number and email.
- Wait for SiOnline’s status update by email and WhatsApp. The change covers both your SiOnline ID and your IRCTC agent ID.
- Verify the new number on IRCTC. Open the email from
ticketadmin@irctc.co.inin your registered inbox, copy the SMS code in it, click Click Here in the email, enter the code and submit. - Test it. Sign in once through IRCTC agent login with OTP, on the computer you actually use, and check the code arrives on the new phone.
This page is for IRCTC agents who book through SiOnline. If you want to change the number on your own personal IRCTC account, that is a different process on irctc.co.in: see how to change your IRCTC mobile number.
Do it while the old number still works if you can. With OTP login, the number is the login: an out-of-date number does not slow you down, it locks you out of the agent ID.
Which mobile number are you trying to change?
Three different numbers get called “the OTP number”. They are changed in three different places.
| The number | What its OTP does | Where you change it |
|---|---|---|
| Your agent ID’s registered mobile | Signs you in to OTP login | SiOnline panel: Reports, Settings, Change Mobile & Email (steps above) |
| The passenger’s mobile on a booking | Receives the cancellation OTP, which the passenger shares with you | A booking cannot be edited by you. If a refund OTP cannot be verified, use the form below |
| A personal IRCTC account’s mobile | Signs the account holder in to irctc.co.in | The account holder, on irctc.co.in: change the mobile number in an IRCTC login |
How do you fix a passenger’s wrong number when the refund OTP will not come?
There is a mechanism for processing the cancellation refund case by case, after verification, when the OTP has not been received after repeated attempts: a wrong mobile number, a closed number, a landline given instead of a mobile, or a customer travelling abroad. In the SiOnline panel this is the option called Change Mobile Number for OTP.
- Download the request form (format for updating a wrong mobile number for OTP, also on the downloads page). Fill in the PNR, one passenger’s name, the mobile number given at booking and the correct number.
- Get the passenger to sign it. All documents are signed by the customer only.
- Scan the signed form and the passenger’s address proof (Aadhaar preferred), also signed by the passenger.
- Check the files: JPG only, each under 100 KB, and clear scans. PDF, PNG and Word files, and photos taken on a phone, are not accepted.
- Upload them from your SiOnline retailer login: Reports, IRCTC Reports, Change Mobile Number for OTP & Upload Documents.
Be straight with the customer: submitting the form does not guarantee a refund. It is paid only if IRCTC approves it. To keep this from happening again, read changing the mobile number on a PNR for OTP, and for the normal cancellation flow, verifying the OTP for an IRCTC cancellation or refund.
What if the OTP does not arrive?
Most “no OTP” problems on an agent ID are not about the phone at all. Match the message you see.
| What you see | What it means | What to do |
|---|---|---|
| “Your verification is not completed, kindly complete it to use the services” | You changed the mobile or email but have not verified the new details on IRCTC | Verify with the code in the ticketadmin@irctc.co.in email (step 5 above) |
| “User Not Verified” | IRCTC has not recorded your mobile, email or Aadhaar KYC verification | Log in to the IRCTC Operations portal and verify the mobile with OTP, the email with OTP and Aadhaar KYC with OTP |
| “Please use Agent Login hyperlink available on login page” | Your OTP login is not activated yet | Confirm to SiOnline that Aadhaar KYC, email and mobile are all verified on IRCTC; activation follows |
| “OTP Login Expired. Please contact your PSP” | The yearly OTP login renewal has not been paid | See IRCTC agent ID renewal or ask SiOnline support |
| “Mobile number / Email ID already registered in NGeT” | The new number is on another IRCTC account, even an inactive one | Use a number not registered on IRCTC, or change it on the old account first |
| No SMS at all, no error | Signal, Do Not Disturb settings, or a slow network | Check signal and DND, wait, then ask for a fresh code. An expired code fails like a wrong one |
| The customer’s cancellation OTP never comes | It goes to the passenger’s mobile on the booking, not yours | Use the request form in the section above |
If several agents on the same network see delays at once, it is not your account. A Class 3 DSC dongle avoids the dependence on mobile signal altogether.
Can you remove a number instead of changing it?
No. There is currently no option to delete, remove or unlink the registered mobile number, email ID or Aadhaar KYC from an IRCTC agent ID. You can change the number, not leave it blank.
Do not open a second registration to get round a number problem. Call SiOnline support with your agent ID instead, and never send your password: nobody at SiOnline needs it.
Never share your password. Nobody at SiOnline needs it, and no legitimate service will ask. If you need help, send us your agent ID — not your credentials.
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