can't receive OTP since porting

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So I am having the above issue and the women on the live chat was sadly useless (didn’t even try to read and understand).

I moved from Spusu to Three about a year ago and didn’t realise until recently that my OTPs were not arriving. I spent several weeks going back and forth with 3 and they were also useless.

I have a Samsung S25 ultra but I tried the sim (and replacement SIM) in other phones and still didn’t work.

I got fed up with 3 customer service being useless so move to iD Mobile (I know they use 3 but didn’t think that would be a problem) and another forum suggested porting away would fix the issue.

It hasn’t. Port completed 06/10/26 to iD mobile and still can’t receive OTP. everything else is fine. I cannot access banks or anything while this is the case. Woman on live chat was dismissive and ignored what I was telling her.

So I thought I would try here and hopefully someone has some insight.

Is it an account error that will simply remain broken regardless where I move network. Or can my account backend be re-built?

many thanks

Gemma M

iD Mobile Employee

Hi @1pexpert,

I’m sorry to hear you’re having trouble receiving OTPs.

Please try the following:

Restart your phone.
Turn Airplane Mode on for around 60 seconds, then switch it back off.
Make sure you have a signal and can send and receive normal text messages.
Check that the sender hasn't been blocked and that the message hasn't gone into a spam or blocked messages folder.
In the iD Mobile app, go to Plan > Manage your iD services and make sure Premium Services are enabled, as some OTPs are sent using shortcodes.
If you've recently transferred your number to iD Mobile, allow up to the next working day after the transfer completes, as OTP services can sometimes take a little longer to update.
Perform a network settings reset and restart your phone.
If you're using an iPhone, try turning iMessage off and back on again.
If you're using Android with Google Messages, try disabling and re-enabling RCS Chats.

If you're able to receive normal texts but OTPs still aren't arriving after trying the above, please contact our Live Chat team and ask them to raise a technical ticket for investigation: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

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