Hi ​@ZeldaMayCry,

We're sorry to hear about the difficulties you've experienced, especially as we understand how important OTP and verification messages are for accessing essential services.

Short-code messages (such as OTPs from banks, pharmacies, and other services) are sometimes classed as a premium/chargeable service on our network. In order for these to be received successfully, a bill cap must be in place and set at an appropriate level to allow chargeable usage. If the bill cap is set too low (including £0.00), these messages may be blocked.

We appreciate you've already checked your handset settings, and thanks for confirming that. In most cases, this type of issue is not caused by handset configuration but by account-level spend restrictions or routing being blocked due to the bill cap setting.

To help resolve this, we'd recommend:

• Checking your bill cap in the iD Mobile app or online account and increasing it temporarily to allow chargeable SMS traffic
• Restarting your handset after making any changes
• Ensuring there are no SMS blocking or spam filter apps enabled on your device

If the issue persists after this, please get back in touch with us so that we can check your account provisioning and escalate if required.

We’re sorry for the inconvenience this has caused and appreciate your patience while we help get this resolved.

Regards,

Gemma M
The iD Mobile Social Media Team

HI there,

Thanks for getting back to me. 

I will let you know everything I have tried already to no avail, including things from this forum, youtube & AI suggestions. Please note that I reset my phone after every change.

• Set my bill cap to £5

• Checked premium texting was selected in my ID      account

• Reset my network

• Tried using mobile data instead of WiFi

• Temporarily switched network, after it failed to connect, I waited 30 secs before switching back

• Checked blocked contacts

• Checked phone settings 

• Checked message settings to recommended settings

• Went into airplane mode a few times for around a minute

• Restarted phone several times after every change

• Shut down phone completely for 5 minutes and switched it back on

• Checked spam settings

I did all of these before messaging, this was my last resort. Any other suggestions? I may have missed others steps I took to try and resolve this.

Thanks,

Zelda

Hi ​@ZeldaMayCry 

Thank you for letting us know that you have completed all the steps.

Could I ask whether the issue with not receiving OTPs started immediately after you transferred your number to iD Mobile, or whether it began a few months later?

This will help us determine whether the issue may be related to the number port itself, as some OTP services can remain linked to the previous network for a short period and may require further checks.

-Michael Z

I have been a customer for 2 years in August, issue started on Saturday night, 13th of June. I did transfer the number from Vodafone I think.

Thanks,

Zelda

*Update*

I received a text asking for more questions from the technical team, so I contacted the live chat last night & had a chat with them, and as of this afternoon, I am able the receive the OTP texts again! 

I am not sure if its a coincidence, and it resolved on its own, or the technical team did something, but its finally working!

Thanks Michael & Gemma for your replies!