Why Mobile Number Accuracy Is Critical for Agent Bookings
Under IRCTC’s customer-protection OTP refund policy, whenever an agent-booked e-ticket is cancelled (or a waitlisted ticket is dropped after chart preparation), IRCTC sends a One-Time Password (OTP) to the passenger mobile number provided at the time of booking. The refund is credited back to the agent wallet only after the OTP is verified.
Step-by-Step Process When the Mobile Number Is Wrong
Verify PNR & Mobile Number Status Before Cancelling
Check the Electronic Reservation Slip (ERS) to see the exact 10-digit mobile number recorded at the time of booking. Under IRCTC RSP rules, the cancellation refund OTP is automatically sent to the passenger mobile number entered on the PNR.
Check if the Entered Number Is Reachable or Unassigned
If the number has a single-digit typo, check whether the OTP can still be verified or if the number is inactive/invalid. Never share sensitive credentials or force repeated OTP requests that could lock verification.
Contact Your Principal Service Provider (PSP) Helpdesk
Authorized B2B and ICS agents should immediately raise a support ticket with their Principal Service Provider (PSP) quoting the 10-digit PNR, transaction ID, cancelled ticket status, and customer identity proof.
Use Official IRCTC / Customer Care Escalation for Unverified OTP Refunds
When an agent-booked ticket is cancelled or a waitlisted e-ticket is auto-cancelled and the OTP cannot be verified due to an incorrect mobile number, follow the PSP’s documented customer verification and IRCTC refund escalation workflow.
Best Practices to Prevent Wrong Mobile Number Issues
- Always read back the 10-digit mobile number to the passenger before clicking submit on the booking form.
- Never enter the agent’s own mobile number in place of the passenger’s mobile number—doing so violates IRCTC RSP compliance guidelines.
- Remind passengers to keep their booking SMS and mobile phone active until the journey or refund settlement is complete.