kerri

Hi there @Kerri21 

You could review your number stored on their app and if it’s in the format of 07xxxxxxxxx change this to +447xxxxxxxxx (you add +44 and remove the first 0 of your number)

Does that help?

Unfortunately i have tried this and still no codes coming through 

Oh okay.

I’ve read several issues regarding the receiving of text codes, more so (from those I’ve read) regarding iPhones.

You could check your phone (whether it’s an iPhone, Samsung and most other Android based phones) by looking at this link:

• I can't send or receive (SMS) texts from my SIM. What should I do? F.A.Q.

Look towards the bottom of that link, under step 2. Clicking on the relevant ‘show content’ opens the settings/checks for each type of phone.

Do you have any other issues in sending or receiving texts? Do others say it’s not your current number? If so again the above should sort this.

Unfortunately i have tried all this and still no joy it seems to effect asda app gregs app kalrnq app and my government account 

Oh okay 🤔

Are you using an iPhone or Samsung or another Android based phone?

If it’s a Samsung or another Android based phone have to checked the RCS chat settings?

Possibly even giving this a try:

• Press and hold the Google Messages app icon until the i appears →
• click on that small i →
• scroll down to Storage and open this →
• clear cache and clear data →
• come out of the app →
• go back into the app and hopefully at this point the app should register either the new SIM number if you changed it when coming to iD or re-register your number if you carried it over to iD →
• Go to into RCS chat’s under the message settings to check

If you’re using an iPhone then you’d have to wait for someone else that uses one as I’ve not done so for many years.

Yes it the iphone 16 pro 

Doh, trust me to pick Samsung!!

What about this:

• Turn off iMessage (Settings > Messages)
• Restart your phone (by pressing and holding the on/off button)
• Tap Settings > Phone > My Number and confirm that it is correct. 
• If it is not correct, please enter the correct number
• Turn iMessage back to On (Settings > Messages)
• Finally, go to Settings > Messages > Send & Receive and see if the correct number is displayed under "Start new conversations from:"

Or should that not work

Settings → General → Transfer or Reset [Device] → Reset → Reset Network Settings

On the above PLEASE make sure you select the reset network settings only. Also note this deletes all saved network passwords etc.It does not delete content.

Does it work now?

Hi @Kerri21 

Sorry to hear this, is it just ASDA codes that aren’t coming through or other One Time Password (OTP) codes too?

Tom

Its asda app gregs app kalrna app and my government account 

Hi @Kerri21 

Okay, are you getting any OTP messages at all from anyone?

Tom

Yes im getting normal messages 

Hi @Kerri21 

Okay, but are you getting OTP messages from other services/companies that aren’t the ones mentioned?

Tom

Yes 

Just a thought…

Maybe ASDA have secure means in place for their app and their system notes the IMEI number and phone number for each account. When you change the number their system sees the new number logged to the IMEI and old number, whereby it then can’t actually send the code due to their own security procedures.

The same could be said for the other apps that don’t currently work.

I could of course be totally wrong, but this might explain why some apps are sending their code successfully.

But i have same number ?

So it’s the same phone and the same number, it’s just that you swapped your number over to iD Mobile?

If that’s the case then I’m stumped as my wife also has the asda rewards app and when she joined iD with the same phone and brought her number over to iD her app didn’t notice any difference. The only difference in this instance is yours is an iPhone.

Or if you’re saying its a new phone and the same number then maybe the IMEI needs updating at asda’s end - but that’s only IF they use this in their app securing process

<edit> and maybe the other apps also log the IMEI too.

Yes its new iPhone but switched the number from old phone to new im so stumped also been trying for days to sort out  even thinking of just sending phone back to much hassle 

Oh right okay.

So I could be wrong, but maybe its Asda’s app configuration/security/anti share set up that might be the reason for this. I’m sure I read about them making a security alteration a while back to their app and it might be due to this - they can see the correct number but the device isn’t ‘on’ their database.

But what to do???? You could try calling them (they might even have a dedicated app number) to see if they can advise on what you and they can do, if anything. It still might be a configuration issue with iD’s systems. IDK

But yep I totally understand how frustrating this is, more so as you have more than one app not playing ball. The odd thing is some apps have correctly accepted the new phone/IMEI.

Hey there @Kerri21, sorry to hear this. So to confirm, you’re only having issues with select companies sending you OTP’s?

Your texts work as normal and you can receive OTP’s from other companies, just not the ones listed above by yourself?

If so, we can drop you a PM if you’d like and discuss further there.

Please let us know if you’d like us to do so, or please contact our live-chat if you’d like a more instant response:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler