Understand OTP SMS vs In-App Booking State

An SMS and the in-app booking state are related, but they are not the same thing.

OTP SMS

OTP SMS is used to:

• verify your identity
• confirm that the booking request is being completed by the right person

Receiving an OTP message does not automatically mean the booking is fully confirmed yet.

In-app booking state

The booking state is what the system stores after the booking flow completes.

This is what determines whether the booking appears in:

• confirmation screens
• My bookings
• appointment history

Why they can differ

It is possible to:

• receive or request an OTP
• but not fully complete the booking flow

It is also possible for a booking confirmation state to be the real source of truth even if an earlier SMS step behaved correctly.

Practical rule

Treat the in-app confirmation state as the final source of truth for whether a booking was completed.

Related articles

• docs/help-center/client/verify-booking-with-otp.md
• docs/help-center/client/book-an-appointment-online.md
• docs/help-center/client/troubleshoot-missing-bookings-or-booking-history.md