Problems Receiving OTPs from Banks etc

I have an e sim on a pac code transferred number (months ago so not an issue) trying to setup a new account with Santander and do not get any OTP called them went through all settings to check phone is not blocking their numbers checked my number is correct (I can see it is on my details on their website login) told me to contact provider and I cannot set up this account another way! They need to use OTP app really as much better is abroad too.  See there is no answer here then?!

Hi ​@Aimz_1984,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Regards,

Gemma M

The iD Mobile Social Media Team

I moved my number from Lyca Mobile to iD Mobile last week using a PAC transfer on new Iphone,  and since the port completed I have been having a serious issue receiving OTP / verification text messages.

To be clear:

* Calls are working normally  
* Mobile data is working normally  
* Standard text messages are working normally  
* Many OTP / verification texts are not arriving  

Affected services include:
* Barclays  
* Ebay 
* Work authentication apps / login verification texts  
* Other services requiring SMS verification

Oddly, some verification texts do appear to work (for example PayPal), which suggests this is a selective routing / provisioning issue, not a handset issue.

To rule out device problems, I have already:
* Restarted phone  
* Reset network settings / refreshed connection  
* Tested across devices  
* Confirmed normal SMS works  
* Confirmed the old SIM is no longer active

I have already raised this with iD Mobile Live Chat (4 days ago!!), and they advised it has been escalated to Three. The response so far has been that services appear provisioned correctly, but the issue remains unresolved.

Has anyone else experienced selective OTP failures after porting to iD Mobile / Three, and if so, what fixed it?

This is now affecting access to banking and work-related accounts, so I am keen to get this resolved urgently.

Id chat follow up next to useless. They have done nothing  I have to follow up so what's the point in opening a case'  they just ask me same questions repeatedly. Wanting time stamps. It's everytime I try to log in ?! I have a bank account I cannot use thisnis very urgent and not being taken seriously. Spent my entire lunch hour answering same question then the chat cuts off! Not had time to go back to this and lost my ISA opening bonus thanks to ID!!😡

Hi Aimz

I am sorry to hear you are dealing with the same issue. From what you have said, it sounds like this started around a month ago.

Can I ask — have you still had no resolution at all?

It has only been four days for me and it has already caused major disruption, including preventing access to important work accounts because authentication texts are not coming through. If this issue can remain unresolved for weeks, that is extremely concerning.

I joined iD Mobile expecting a seamless switch, not to lose access to banking, work systems and other essential services that rely on OTP verification.

At this stage, if there is no clear fix, others considering switching may want to think carefully, as this issue can have a serious impact on day-to-day life

Hi ​@Adam123 and ​@Aimz_1984,

I am so sorry to hear that you are both facing issues with receiving OTP codes, as none of the above steps have worked, it may be that this would need to be escalated to our technical team. 

As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat. 
 
 
Once connected, simply explain your request and an advisor will assist you further.
 
 
Thank you for your understanding.

Regards,

Gemma M

The iD Mobile Social Media Team

As you can see above they make you do the work. I have not had time to do a live chat and go though this all again. Tried to setup online banking for about 8the time today and still get no texts and Santander say nothing wrong their end. What should happen is since they have all the info they investigate and come back to me. Or better yet call me! 

i am having the same problem, i switched over a month ago and have not been able to receive any OTP unless from ID mobile, i have carried out all the steps. i have deleted the sim and redownloaded. Factory reset everything. I have complained to apple who have confirmed this is a ID mobile issue. Can someone urgently check my line a fix this as this is seriously causing me to regret switching my number over. 

Hi ​@kirangandhich.

Thank you for your post. 

We’re sorry to hear you’re experiencing issues receiving banking OTP messages after transferring your number to iD Mobile. This can sometimes happen shortly after a port has completed, especially within the first 24–48 hours while all services fully update across networks.

As you are using an eSIM, we would recommend the following troubleshooting steps:

• Restart your device
• Toggle Flight Mode on and off
• Ensure your software is fully updated
• Check that your number is showing correctly in your device settings
• Reset your network settings

Thanks,

Marquerita

The iD Mobile Team

So I didn't seem to have blocked me from logging into here as well now?! A month on this is not fixed. The complaints and technical team frustratingly make me explain over and over what is wrong. Claim there is no fault. Everyone here know there is. They are sending me a new SIM card now. Lost my reward bonus as cannot move money into my bank account. 😡