Problems Receiving OTPs from Banks etc

Forum|Forum|2 years ago
August 21, 2024
38 replies
2390 views

I’ve read through a wealth of people having the same problem but I don’t seem to be able to find an actual answer anywhere - to the point I’m close to throwing my phone at a brick wall.

Last Friday (16th Aug), I took out a new contract with ID Mobile in store at Currys - This was for the iPhone 15 Pro Max. I was previously with EE and have had Samsung phones for the past 12 or so years.

Finally, yesterday, the number finished porting over and I am now receiving calls and texts absolutely fine. The device registers (and so does iCloud) that my phone number is the correct number that I have ported over.

However, I do not seem to be able to receive OTPs from companys. I use 2FA across a lot of apps, the main one being my bank (Santander). I cannot log into the Santander app on my phone as I cannot receive the OTP. I also cannot log in on my PC/Laptop because there are 2 options - SMS OTP (which I can’t receive) and “Authenticate in the mobile app” which I cannot do because I can’t log in. I’m close to pulling my hair out. I’ve spoken to Santander who confirm the issue is with the provider and not them. I’ve seen people say it could be because my number with the bank is 07… not +44 but I can confirm that it is indeed +44.

I’m having the same issue with other apps that use OTPs via SMS.

I can confirm that I am receiving “normal” texts from people/contacts with absolutely no issue.

I cannot go on much longer without being able to transfer money and do mobile banking transactions.

PLEASE…..does anyone have an answer? I really cannot be locked into a 2 year contract with ID Mobile when I can’t even receive certain texts.

Best answer by AlanBound

For anyone having the same issue, this is the fix that worked for me:

1. Head over to “Settings” from the home screen of your iPhone.
2. In the settings menu, scroll down and tap on “Mobile service” to proceed.
3. Next, choose the “Network Selection” option located below the Personal Hotspot
4. Here, you’ll see that network selection is set to Automatic. Tap once on the toggle to change it to manual.
5. You’ll need to wait for a few seconds for all the available networks to show up. Now, simply select your carrier (Three network/iD mobile) or partnered network provider.

AlanBoundAuthor

Active Contributor

Also it’s worth noting that I have indeed already reset my phone back to factory settings, reset network settings etc. Nothing seems to work.

Matthew T

iD Mobile Employee

Hey @AlanBound,

Please follow this guide, I appreciate you have done some of the steps:

What happens if you pop your SIM into another phone, do you receive the OTPs?

Thanks.

iD Community Manager

AlanBoundAuthor

Active Contributor

I have tried all of the steps with no luck other than trying my sim in another phone. I will try this as soon as it’s possible.

Thanks

AlanBoundAuthor

Active Contributor

Hey @AlanBound,

Please follow this guide, I appreciate you have done some of the steps:

What happens if you pop your SIM into another phone, do you receive the OTPs?

Thanks.

I have now tried all of the steps in this post as well as putting my SIM in another phone and I am still not receiving OTPs - Tried two different apps where an OTP is the 2FA method. It’s obviously an ID Mobile issue. Any further help is much appreciated. Thanks

AlanBoundAuthor

Active Contributor

Also, just to confirm, I had a call with Apple Support just now who have confirmed this is a network issue.

Matthew T

iD Mobile Employee

@AlanBound - I’ll raise this with our Second Line team, who will advise further. Thanks.

iD Community Manager

Matthew T

iD Mobile Employee

@AlanBound I’ve sent you a Private Message to get more information.

iD Community Manager

AlanBoundAuthorAnswer

Active Contributor

For anyone having the same issue, this is the fix that worked for me:

1. Head over to “Settings” from the home screen of your iPhone.
2. In the settings menu, scroll down and tap on “Mobile service” to proceed.
3. Next, choose the “Network Selection” option located below the Personal Hotspot
4. Here, you’ll see that network selection is set to Automatic. Tap once on the toggle to change it to manual.
5. You’ll need to wait for a few seconds for all the available networks to show up. Now, simply select your carrier (Three network/iD mobile) or partnered network provider.