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santander OTP messages not being recieved

  • November 13, 2020
  • 7 replies
  • 4414 views
W
Community Member

 I’ve just switched from O2 to ID and my One Time Passcodes are not coming through from Santander so I can’t access any banking.  Santander say the problem is not their end.  I’ve been on the live chat and the call handler insists it’s a Santander issue but looking at these threads it’s clearly and ID issue . This is very dissapointing and not what I want 5 days into a new partnership contract. 
I would like confirmation that the tech team are working on this issue as stated in ID replies to others experiencing the same issue within the ID community forum.

This would go a long way to repairing our new relationship 

Best answer by Christiemarin

Hi Ryan, yes I rebooted my phone and also got Santander to reset everything their end. It seems to be working now thankfully!

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7 replies

Kevin M
iD Mobile Employee
  • Kevin M
  • iD Mobile Employee
  • 2535 replies
  • November 13, 2020

Howdy @Wiggum77 and welcome to the iD Community.

We’ve sent you a private message just now so that we can help with this.

Simply click on your profile icon in the top right, then go to your private messages.

Our Tech Team should definitely be able to get this resolved quite quickly for you once we’ve sent that over.

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
C
Community Member
  • Christiemarin
  • Community Member
  • 0 replies
  • November 23, 2020

Can you help me too with the same problem!🙏

W
1 person likes this
  • W
    Wiggum77
Ryan
iD Mobile Employee
  • Ryan
  • iD Mobile Employee
  • 4571 replies
  • November 26, 2020

Hi @Christiemarin,

We have recently been informed that a workaround at the network level has been introduced in order to help with OTP issues. If you restart your phone and try this again, are you still not receiving SMS messages from Santander?

Ryan

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C
Community Member
  • Christiemarin
  • Community Member
  • 0 replies
  • Answer
  • November 26, 2020

Hi Ryan, yes I rebooted my phone and also got Santander to reset everything their end. It seems to be working now thankfully!

Mohammed
iD Mobile Employee
  • Mohammed
  • iD Mobile Employee
  • 7962 replies
  • November 27, 2020
Christiemarin wrote:

Hi Ryan, yes I rebooted my phone and also got Santander to reset everything their end. It seems to be working now thankfully!

 

Glad to hear you were able to get this sorted, I did send you a PM just now but you can disregard this :)

 

Mohammed

 

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Zak-well
Community Member
  • Zak-well
  • Community Member
  • 0 replies
  • May 17, 2021

I was having similar problems and it only turned out that, somehow their number which ends with 6337 was on my blocked list. I unblocked it and everything started working.

Mohammed
1 person likes this
  • Mohammed
    Mohammed
Mohammed
iD Mobile Employee
  • Mohammed
  • iD Mobile Employee
  • 7962 replies
  • May 18, 2021
Zak-well wrote:

I was having similar problems and it only turned out that, somehow their number which ends with 6337 was on my blocked list. I unblocked it and everything started working.

 

Thanks for sharing that @Zak-well,

It can vary for everyone.

Sometimes being blocked numbers, sometimes it’s the number being wrong on x companies system and even sometimes messages are being sent to a different app.

 

Mohammed

 

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