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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.

Show previous replies

S

sashabahra

New Contributor

Hi Matthew,

Yep, I went in and manually chose iD mobile and I’m not still receiving OTP’s to my number.

Could it be because I’ve got used a PAC code for my number as I’ve had issues since changing over?

Thanks, Sasha

Matthew T

iD Mobile Employee

@sashabahra - this might be the reason, what device are you using? Thanks.

iD Community Manager

Jurek R1a

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.

works for me too

https://rklondyn.uk | https://t.me/Jurek_R1a | https://x.com/Jurek_R1a

Matthew T

iD Mobile Employee

Glad that worked @Jurek R1a. Thanks!

iD Community Manager

George Henderson1

New Contributor

Just want to add I'm having same problem as OP. No OTPs are being delivered. This is a new Android phone and problem remains. Reported this issue over a year ago to your support by phone. Last chance to fix it guys!

Matthew T

iD Mobile Employee

@George Henderson1 -

Which phone are you using? Have you followed the Troubleshooting steps linked above? Thanks.

iD Community Manager

George Henderson1

New Contributor

Yes. I tried everything, still not working. I've since arranged to change provider. Shame really as I didn't have any other problems, but not being able to approve bank payments is simply acceptable these days

Matthew T

iD Mobile Employee

Sorry to hear this @George Henderson1 -

Best of luck with your new provider. Thanks.

iD Community Manager

G

gigi75

New Contributor

How long does it take to resolve the OTP issue as I cannot access any of my banking since change over today and require this resolved ASAP. Also impacting on internet shopping as shops sent code to phone which I am also not receiving -

I wil try the live chat although on here i see it can take 24 - 48 hours - if I had known this would have stayed with same netwJork and frustrating not having anyone to talk to or email. I will try the live chat tomorrow

Daz_S

Platinum  Contributor

@gigi75

I can see on your other topic that you had issues bringing your number over to iD. And duly noted that appears to be resolved now.

Anyway, if today was your go live day then the port can take up until 10pm tonight to fully complete. So I’d suggest you wait until then, then restart the phone and then see if your ported number shows on the phone. If it does then OTP’s might work without you having to change anything. This OTP issue can sometimes be caused by inserting the iD SIM too early.

As others have manually connected to iD, the reason this works is likely due to the provisional number leaving remnants behind on the phone and by manually connecting the SIM drops from the iD system during the network scan.

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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