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AlanBound
Active Contributor
AlanBound
Active Contributor
August 21, 2024
Solved

Problems Receiving OTPs from Banks etc

  • August 21, 2024
  • 38 replies
  • 2391 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.
       

      38 replies

      Show previous replies
      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      May 6, 2026

      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

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      New Contributor
      Aimz_1984
      New Contributor
      May 6, 2026

      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! 

      New Contributor
      reece needs help
      New Contributor
      May 10, 2026

      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. 

      iD Mobile Employee
      Marquerita T
      iD Mobile Employee
      May 11, 2026

      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

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      New Contributor
      Aimz_1
      New Contributor
      May 16, 2026

      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. 😡

      New Contributor
      Nick.t
      New Contributor
      June 12, 2026

      Hi,

       

      Recently swapped over to ID mobile, most things have gone well however the OTP messages have not been transferred over, I have done multiple things listed on the forum and the live chat has not been very helpful. 

      I had this issue previously when I migrated from BT to 02, I raised a ticket and their second line support was able to rectify the issue, I can’t seemed to find anyway to log a ticket and the live chat didn’t escalate this issue. 
       

      New Contributor
      Aimz_1
      New Contributor
      June 12, 2026

      FYI this was never fixed with a SIM card either. ID blame santander santander blaming id. I could not move money into the bank account. Also no explanation why I was banned from this forum!? 

      I found the customer service people very odd on the phone. Robotic as if AI almost, they ask the same questions every time which was infuriating as if no call log notes ever taken. Terrified to open another bank account!

      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      June 13, 2026

      Hi ​@Nick.t,

       

      We're sorry to hear you're having trouble receiving OTPs.

       

      Could you let us know whether you're unable to receive all OTPs, or if the issue is only affecting specific apps or services? This will help us narrow down the cause and advise you on the most appropriate next steps.

       

      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.

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