Hi

Scanning the threads this seems a nr permanent issue. I have same issue. All I can find is to check your phone number is correct in your mobile settings which would appear nonsense if you receive some but not all and given the instant nature and reliance on verification codes you’d think they’d sort it out. 
I have no answers but replying to show solidarity and keep this near the top in case someone at ID bothers to read it and has a solution. 

Hi there ​@hkchan23, sorry to hear that. When you go into phone settings, does your phone number show correctly please?

I see that ​@tothebone has mentioned that this troubleshooting method is nonsense, however, this can somtimes be causing the issue, even if you receive some OTP’s at times from other companies, so definitely worth a check. 

If it’s showing correctly, then please let us know so we can continue to investigate further.

​@tothebone, how long have you had the issue for and is the issue for every OTP, or only some? If so, where are the OTP’s coming from please?

Thanks,

Tyler

Hi, yes my phone number is showing correctly. I have raised the issue to customer service last week, he said the technical team fix the issue and send me the replacement SIM. Today, I received the new SIM and still not receive the OTP from Verisure only.

Hey there ​@hkchan23, sorry to hear that. Did you activate the replacement SIM card, just to check?

Thanks,

Tyler

Hi Tyler, 

Yes, I activated the replacement SIM card and using it for daily basis. However my OTP issue still not resolve.

Hi ​@hkchan23 and ​@tothebone , I personally remember seeing this issue recently, and a fellow customer (​@Jackie Clowes) was able to help other customers, after finding it wasn’t an issue our end that we could resolve. Please find the answer below:

“I have managed to resolve the problem by visiting my local Co-operative Bank in person after trying all the suggestions on here without any luck. They noticed that my ability to make online payments was no longer enabled and had probably occurred when I switched to ID mobile with a new SIM even though I had retained my old number. This meant that I was blocked from receiving one time passcodes, part of Visa Secure's authentication process when using my debit card online. They reset my access rights manually and they also overwrote my mobile number to ensure it was now recognised. I was able to successfully receive the otp and make an online payment whilst in branch. I have since made several online payments without any issues. I initially tried to sort it by contacting online banking but their advice was incorrect, saying it was the phone provider who needed to "do something" although she didn't know what the "something" was !! Anyone with the same issue I would advise to visit their branch in person. I was fortunate that the guy in branch seemed to know straight away what the issue was. Shame this information hasn't been shared more widely with Co-op bank staff. Another person on here called owlsman was having the same issue. He followed my advice and went to his local branch and managed to get it sorted. Good luck, hope it's sorted soon. “

So it may be worth contacting the companies that are trying to send you the OTP and mentioning the above?

I hope this can help. Please let us know how you get on.

Hi ​@Siân W , thanks for your information and I will try to ask Verisure the recreate my user account.

Thank you ​@hkchan23.

Kind regards,

Tyler