Hi ​@kieeran,

I'm sorry to hear you're having this issue, especially after already trying so many troubleshooting steps.

As you've already:

• Refitted the SIM.
• Reset the network settings on your iPhone.
• Reinstalled the app.
• Requested multiple OTPs over the last 28+ hours.

Could you please check the following:

• Ensure the iD Mobile SIM is currently in the device and set as the active SIM for calls and texts.
• Check whether you're receiving regular SMS messages from other numbers.
• Confirm you're able to make and receive calls normally.
• Check that the correct mobile number is shown under Settings > Phone > My Number.
• Turn Airplane Mode on for 30 seconds, then back off.
• Restart the iPhone once more after doing so.

If you're receiving normal texts but not verification codes from this specific app, the issue may sit with the app provider's SMS supplier rather than with the iD Mobile network itself.

However, if you're not receiving OTPs from any service at all, especially if you've recently transferred your number to iD Mobile, it could indicate an SMS routing issue that requires further investigation.

In that case, we'd recommend contacting our Customer Service Team via Live Chat again and requesting that a technical ticket be logged, making it clear that:

• The issue has been ongoing for over 28 hours.
• SIM and network troubleshooting has already been completed.
• You're specifically unable to receive OTP/verification messages.
• You do not require help logging into your iD Mobile account.

We apologise for the frustration caused, particularly if the previous interaction didn't address the issue you were reporting.

Regards,

Gemma M
The iD Mobile Social Media Team