OTP not being Received

Hello ​@MarkS24 

Thanks for getting in touch. 

We are sorry to hear you are experiencing issues receiving the OTP. 

Can you please confirm if you have issues with receiving OTP’s from any other company?

Have you checked to make sure you have not blocked OTP’s from Amazon and that they have the correct contact details?

Thanks 

Nat 

Hi Nat,

Thanks for your message.

Generally, I do receive OTP’s from other companies. Amazon definately have the correct contact details. Amazon are not blocked on my phone as I inserted a Lebara sim in the phone and succesfulyl received the OTP. I have spoken with Amazon. They say it is something with carrier. I feel that I have eliminated a phone issue as I can succesfully receive OTP’s on the phone using the Lebara sim. It comes down to the ID SIM and/or service. Any other ideas?

Thank you

Hi ​@MarkS24 

Have you tried these suggestions by Amazon…

https://www.amazon.in/gp/help/customer/display.html?nodeId=GTNDYM87YMU7W9CV

If you can obtain Amazon OTP using the Lebara SIM then this suggests that the phone number in your Amazon account is incorrect and is currently linked to the Lebara phone number as the same phone number can’t be connected to 2 different networks.

Hope this helps x
 

No, it doesn't help.

I set my Amazon account with the Lebara phone number and I received the OTP with no issues.

I set my Amazon account with the ID Mobile phone number and I fail to receive the OTP.

Clearly an ID mobile issue. Same phone used each time.

Any more ideas?

​@MarkS24 are you definitely typing in the correct iD mobile number into your Amazon account?
I am not being condescending as it is sometimes the simplest thing that is the answer to a problem.

I found this on the Amazon Forum as an answer from someone else who was experiencing the same problem……
‘With some more persistence on my part and calling customer service once again, they resolved the issue and I finally received an OTP like I used to! From my experience during those past few days, you have to be "lucky" and talk with someone who knows what they're doing. So, thanks to Adam, if I remember his name correctly, at the call center and of course the guys who fixed the problem’
https://uk.amazonforum.com

So, it may be a case of having to contact Amazon to get it sorted as it’s clear it’s not an iD problem as you are able to receive OTP from others.
https://www.amazon.co.uk/hz/contact-us/foresight/hubgateway-csp
(select Account settings and data privacy/Other account updates/I need more help - and this will take you to the link to either do a live chat or request a call back)
Good Luck!

The only things I can think of is to check how the phone is storing each SIM number within the phones settings menus (ie iDM is +447 and Lebara is 07)

(unrelated to OTP but randomly my phone shows that if I don’t answer a call I get a missed call notification, but the number shows as a 447 number - there is no + before it and even though its a saved contact unless I either add the plus or dial it as 07 I can’t call it back - only mentioning this in case the OTP number is showing as 447 and not +447/07)

The other thing is have you got premium turned on or off via the account settings - my wife sometimes enters a short code competition and has to enable this to enter (obviously as it’s chargeable), but always toggles it off after entering - but if she’s too quick to toggle if off the acknowledgement SMS doesn’t come through so the premium bit appears to block the free acknowledgement, not always but does.

The final thing is to make sure the iDM SIM is in slot 1.

edit. Just to add the 447 missed call and non receipt of incoming texts has only ever happened with iDM.

​@Decembersangel72 Thanks for your reply. I have already spent extensive time with Amazon support. They are adamant that there is nothing on their side and say it is a carrier issue. I would agree with this as when I add the Lebara SIM to the same phone, the OTP works fine.

​@Daz_S Thank you. I think I have already tried these ideas.

ID SIM is in slot 1. Amazon are sending OTP to +447

My premium call restriction is on but not sure how this impacts receipt of OTP. Surely this is to stop charges on your account, but receipt of OTP is free. Maybe I have not understood but can experiment.

Thanks

Hi ​@MarkS24,

It sounds like we may need to get this raised.

I would advise that you contact our Live Chat Team and they will assist you further.

Kash

Sorry for the delay Mark, having issues getting online at the mo

The incoming sounds right to me which then puts this on iDM - I would raise this as per Kash’s reply

My suggestion was purely to see, by turning premium on, if this then permitted the OTP from Amazon using the iD SIM to come through. If it did it would have likely to have been an account settings blip. But yes OTP should be free as long as (and I’m sure they all do) come from within the UK or use the +44 format at least.

Thank you for your assistance with this ​@Daz_S 

Nat 

​@Daz_S When I checked, I did have no Premium Call restriction and so this not causing an issue.

​@Kash I need to contact ID Customer Services. Before doing so,  I need to be able to send the OTP from my Amazon account to see if ID Mobile can trace this arriving. I can’t do this just now as Amazom have blocked the OTP sending for 24 hours have I tried too many times 🙄

​@Natalie W Is there a phone number for ID Customer Support?

Thanks ​@MarkS24 

I am afraid we do not have a customer service contact number.

When you are ready, we would recommend reaching out to the Live Chat team here. 

They can also raise this with the tech team if needed. 

Thanks, 

Nat 

​@Natalie W Thanks. I will contact them when Amazon clear the suspension!

You’re welcome and thank you! 

Please do let us know how it goes. 

Nat 

Just out of interest Mark, maybe ask Amazon if they get a rejection OTP/SMS prompt back from your account when using your iD number (if such a function exists). That may help understand if some weird spam filter within iD is at play….. No idea just throwing this out there.

​@Daz_S Thanks. Will check if I need to contact them again 

Thanks for your assistance and suggestions ​@Daz_S 

Nat