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Problems Receiving OTPs from Banks etc

AlanBound
Active Contributor

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.
 

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    21 replies

    AlanBound
    Active Contributor
    • AlanBound
    • Author
    • Active Contributor
    • 6 replies
    • August 21, 2024

    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
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • August 21, 2024

    Hey @AlanBound,

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

    https://community.idmobile.co.uk/troubleshooting-177/i-can-t-receive-one-time-passcodes-otps-to-my-sim-what-should-i-do-68095

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

    Thanks.

    iD Community Manager
    AlanBound
    Active Contributor
    • AlanBound
    • Author
    • Active Contributor
    • 6 replies
    • August 21, 2024

    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

    AlanBound
    Active Contributor
    • AlanBound
    • Author
    • Active Contributor
    • 6 replies
    • August 22, 2024
    Matthew T wrote:

    Hey @AlanBound,

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

    https://community.idmobile.co.uk/troubleshooting-177/i-can-t-receive-one-time-passcodes-otps-to-my-sim-what-should-i-do-68095

    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

    AlanBound
    Active Contributor
    • AlanBound
    • Author
    • Active Contributor
    • 6 replies
    • August 22, 2024

    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
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • August 22, 2024

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

    iD Community Manager
    Matthew T
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • August 22, 2024

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

    iD Community Manager
    AlanBound
    Active Contributor
    • AlanBound
    • Author
    • Active Contributor
    • 6 replies
    • Answer
    • August 28, 2024

    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.
     

    Tyler
    Jurek R1a
    2 people like this
    • Tyler
      Tyler
    • Jurek R1a
      Jurek R1a
    S
    New
 Contributor
    • sashabahra
    • New
 Contributor
    • 2 replies
    • September 19, 2024

    Hi, I’m having the same issue with my phone and tried to fix it using the suggested method however I am still having issues.

     

    I used a PAC code for my new phone, so carried over my number from my old phone, could that be causing a different issue? 
     

    Thanks,

    Sasha

     

    Matthew T
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • September 19, 2024

    Hey @sashabahra,

    Did that include the steps in this article, including a NETWORK SETTINGS RESET?

    https://community.idmobile.co.uk/troubleshooting-177/i-can-t-receive-one-time-passcodes-otps-to-my-sim-what-should-i-do-68095

    Thanks.

    iD Community Manager
    S
    New
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    • sashabahra
    • New
 Contributor
    • 2 replies
    • September 19, 2024

    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
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • September 20, 2024

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

    iD Community Manager
    Jurek R1a
    Active Contributor
    • Jurek R1a
    • Active Contributor
    • 18 replies
    • October 10, 2024
    AlanBound wrote:

    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
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • October 11, 2024

    Glad that worked @Jurek R1a. Thanks!

    iD Community Manager
    Jurek R1a
    1 person likes this
    • Jurek R1a
      Jurek R1a
    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
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • October 18, 2024

    @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
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1860 replies
    • October 23, 2024

    Sorry to hear this @George Henderson1 -

    Best of luck with your new provider. Thanks.

    iD Community Manager
    G
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    • gigi75
    • New
 Contributor
    • 3 replies
    • December 20, 2024

    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
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1627 replies
    • December 20, 2024

    ​@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.
    Lauren
    iD Mobile Employee
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    • Lauren
    • iD Mobile Employee
    • 479 replies
    • December 21, 2024

    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.

    Reply.


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