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Problems Receiving OTPs from Banks etc

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

Lauren K

iD Mobile Employee

Hi @gigi75

Are you able to let us know if you’re using an iPhone or an android device?

-Lauren

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

K

kirangandhich

Active Contributor

Hi Team ,

I am in same situation . Switched from Lyca to ID mobile yesterday porting was completed successfully but this resulted in banking OTP’s stopped receiving to my mobile number . I am currently using E-sim with ID mobile .

Thanks

Tyler C

iD Mobile Employee

Hey there @kirangandhich, sorry to hear that. If the switch has only just completed, it may take a little time for everything to succesfully transfer over and for all to work as normal again. When you go into phone settings, is your phone number showing correctly?

Thanks,

Tyler

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

K

kirangandhich

Active Contributor

Yes phone number shows correctly and switch completed yesterday

Tyler C

iD Mobile Employee

Hey there @kirangandhich, I’ll continue the conversation with yourself via your other thread, please respond there to avoid confusion.

Thanks,

Tyler

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

A

Aimz_1984

New Contributor

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?!

Gemma M

iD Mobile Employee

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

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

A

Adam123

New Contributor

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.

A

Aimz_1984

New Contributor

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!!😡

A

Adam123

New Contributor

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

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