Hi ​@DTK ,

 

Sorry you’re having trouble receiving competition codes. Some short codes (like ITV) may be blocked by default. Please try:
 

Make sure you have mobile signal (not just WiFi).

Check your SMS inbox isn’t full and shortcodes are allowed.

Restart your phone.

If iPhone, turn off Filter Unknown Senders.

Dual-SIM? Make sure the correct SIM is default for SMS.
 

If it still doesn’t work, contact us.

Lamiya

Hi ​@DTK 

Are you trying to enter a competition via short code which then needs to send a passcode to verify your entry? (I have never done this so I don’t know the ins and outs of it 🤔😶)

If so, is your account Bill Cap set to an £ so that the short code charge can go through? (SC’s are charged as Out of Plan and you can also check the cost via this link)
https://www.idmobile.co.uk/help-and-advice/call-charges


To set your Bill cap:-

Tap on Bills, scroll down to Manage bill cap, move the slider to where you want and click Save.


Good luck x
 

Hi ​@DTK,

As mentioned by ​@Decembersangel72, you will need to increase your bill cap to allow shortcode texts to work, noting that it will cost about 55p per message sent. It may also be a feature on your account that has been blocked. You would need to get in touch with us directly to have a better look into this.

Regards,

Gemma M

iD Mobile Social Media Team

Thanks all. I've adjusted the slider, although there's nothing to pay.

I just want to receive a passcode from the website to validate my phone number to enter, not enter via text entry/short code.

Hi ​@DTK,

Thanks for letting us know, we hope you have managed to come right, but if you would like further assistance, please do not hesitate to ask.

Regards,

Gemma M

iD Mobile Social Media Team

Hi ​@DTK 

When you need to receive a passcode, does it give an option to receive it via email or even Whatsapp (if you have it installed)? As most times with this type of thing it will give other options for sending the code. From my own personal experience, some OTP’s (One Time Passcodes) from certain senders won’t come through to my phone as a text but will be successful if sent via Whatsapp.

Are you having trouble receiving normal text messages?

What make/model phone do you have?

Another option is to contact the Live Chat:-

 https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

Good luck x

Hi, it only gives the option to type in your phone number - can't opt for sms or WhatsApp, so I'm not sure how to hack that x

Hi ​@DTK 

Is this happening in the iD Mobile app, where it only gives you the option to enter your number, or is it when you are trying to access the competition?

Thanks
Michael
The ID Mobile Team

Hi, it's not the id app. It's on the itv website where you need to enter your number to get a passcode before you can proceed. Thanks

Hi ​@DTK,

Have you tried getting in touch with itv directly to see what they are able to do about it? Is it only itv that you are experiencing this issue?

One we know this we would be able to take a better look into your issue.

Regards,

Gemma M

The iD Mobile Social Media Team

Itv came back to me and said yes, the test pass code sms were sent, so it's my phone or the id permissions that are blocking them. I've checked all the message settings (android phone)- no numbers are blocked, I've checked id permissions, I've restarted my phone. Still doesn't work. I give up!

Hi ​@DTK ,

I get the same problem when Yahoo mail (among others) sends an OTP and I have to request it to be sent via Whatsapp as it NEVER comes through via SMS. So this is not just a problem with ITV.

Can you contact ITV again and ask if there is any other way for you to get verification? I’m sure this is NOT the first time they have been asked about this problem occurring.

Does your messaging app have a ‘Spam’ folder? If so,  has it filtered the OTP as spam
 

Another thing to check is if your ‘Do Not Disturb’ setting is enabled on your phone (mine is not).
 

The next is to contact the Live Chat (details in previous reply) as I found this when doing an internet search…..

‘Mobile carriers are constantly battling spam. While this is good for users, it means legitimate messages, including OTPs, can sometimes get flagged and blocked by their filters.’

If all the above fail, then the OTP from ITV is obviously being blocked as it has been sent but not received.

Other than these suggestions, I’m afraid that I don’t know how to help you further.

Good Luck x

How annoying! 

I checked all the things on my phone in the settings - so it ought to let otp through - rebooted and tested again - nope! 

I'll contact itv again and see if they can send a WhatsApp direct and not via the website.

They did confirm that postal entries go into the draw lol! 🤣

Thanks for confirming it's not an isolated problem/me! x