SDP-2055: Update Troubleshooting section - Receiver Verification Locked Out

docs/platforms/stellar-disbursement-platform/admin-guide/troubleshooting.mdx

@@ -21,6 +21,7 @@ This guide helps you diagnose and resolve common issues with the Stellar Disburs
 | Receiver didn't get OTP | Mismatched contact info or provider issue | [OTP Issues](#receiver-not-receiving-otp) |
 | Channel account errors after testnet reset | Channel accounts were wiped | [Recreating Channel Accounts](#recreating-channel-accounts) |
 | Payments processing slowly | Not enough channel accounts | [Slow Payments](#slow-payments-due-to-insufficient-channel-accounts) |
+| "Max attempts exceeded" on verification | Receiver entered wrong verification value too many times | [Verification Locked](#receiver-verification-locked-out) |
 
 ---
 
@@ -264,6 +265,51 @@ If the contact info matches but the OTP still isn't arriving, the issue is likel
 
 ---
 
+## Receiver Registration
+
+### Receiver Verification Locked Out {#receiver-verification-locked-out}
+
+During SEP-24 registration, receivers must confirm their verification value (e.g., date of birth or PIN) to prove their identity. If a receiver enters the wrong value too many times, the system locks them out and displays:
+
+```
+The number of attempts to confirm the verification value exceeded the max attempts.
+```
+
+This is **not** related to OTP—it specifically means the receiver exceeded the maximum allowed attempts (15) for entering their verification value (PIN, date of birth, etc.). A common cause is receivers confusing the verification field with the OTP, entering the wrong type of value repeatedly.
+
+#### 1. Identify the Locked Receiver
+
+Query the `receiver_verifications` table to find locked accounts:
+
+```sql
+SELECT * FROM sdp_<tenant_name>.receiver_verifications
+WHERE attempts >= 15;
+```
+
+#### 2. Confirm the Receiver's Identity
+
+Cross-reference the receiver ID to make sure you're resetting the right account:
+
+```sql
+SELECT * FROM sdp_<tenant_name>.receivers
+WHERE id = '<receiver_id>';
+```
+
+#### 3. Reset the Verification Attempts
+
+Once you've confirmed the correct receiver, reset their attempt counter:
+
+```sql
+UPDATE sdp_<tenant_name>.receiver_verifications
+SET attempts = 0
+WHERE attempts >= 15
+  AND receiver_id = '<receiver_id>';
+```
+
+After resetting, the receiver can try again. You may need to walk them through the registration flow to ensure they enter the correct verification value (not the OTP) in the right field.
+
+---
+
 ## Channel Accounts
 
 ### Recreating Channel Accounts {#recreating-channel-accounts}